Transport Coordinator

IMMEDIATE START

Aboriginal and Torres Strait Islander People are strongly encouraged to apply.

Benefits:

• $15,899 worth of salary packaging, and another $2,650 on meals entertainment & vacation accommodation via our salary sacrifice partner, potentially increasing your take home pay by $6,399 per annum.

• Opportunity to work for an Aboriginal community controlled organisation (ACCO) and assist Aboriginal People and Communities.

• Work from our modern offices in Mile End 5031 with access to onsite parking.

• Learn and develop with our growing team.

About the role:

The Transport Coordinator is a busy, desk-based customer service and transport-booking role. A large part of your day will be spent taking inbound calls from Elders and clients, accurately recording their transport requirements and making or changing taxi bookings through an electronic booking system. You will also resolve day-to-day transport issues and complete associated administration and reporting. This is not a driving role. This is a one-year fixed term contract role (38 hours a week; 8:30 AM to 4:30 PM; Mon-Fri; no weekends; no after-hours). This job is strictly on-site only.

Responsibilities:

• Handle a very high volume of inbound telephone calls from Elders and clients requesting transport, together with outbound calls as required.

• Accurately obtain journey and booking details from clients and enter, amend and cancel taxi/transport bookings using an electronic booking terminal.

• Coordinate daily transport bookings for medical appointments, social activities, exercise groups, community programs, events and other client requirements.

• Manage booking changes, cancellations, delays, no-shows and other transport issues, providing timely solutions for clients.

• Liaise directly with taxi and other transport providers to resolve booking and service issues.

• Remain calm, professional and customer-focused when dealing with challenging callers, including during periods of very high call volumes.

• Contact clients regarding group activities, confirm attendance and arrange associated transport.

• Maintain accurate booking and client records and produce daily and periodic transport usage reports.

• Work with ACS colleagues to ensure transport bookings are appropriate to clients' service requirements and available funding.

• Record incidents, complaints and feedback accurately and in accordance with ACS procedures.

• Assist with training new staff in transport booking processes and systems.

• Undertake other reasonable administrative and client-service duties associated with the role.

About you:

• You will be comfortable spending much of your working day on the telephone and handling a very high volume of inbound calls.

• Previous experience in a taxi booking/dispatch centre, contact centre, reservations centre, customer service centre or other high-volume telephone environment will be highly regarded.

• You will have strong resilience and be able to remain calm and courteous when dealing with challenging callers.

• Experience working with Aboriginal people or in community services is highly regarded but not essential.

• You must possess unrestricted work rights in Australia (sponsorship is NOT available).

• You must have a recent national police check or be willing to obtain one.

For any queries regarding this vacancy, please write to **@aboriginalcs.org.au

Aboriginal Community Services (ACS) is a non-profit provider of residential aged care, home and community services. For more information about ACS please visit https://aboriginalcs.org.au/

We kindly request that placement agencies refrain from contacting us regarding this vacancy.