Contact Centre Operator – Clean Energy Regulator
📌 Vacancy Fact Sheet
- Reference Number: VN-0770911
- Agency: Clean Energy Regulator
- Job Title: Contact Centre Operator
- Position Number: CER 082/26
- Classification: APS Level 4
- Closing Date: Sunday 26 July 2026
- Job Type: Full-Time, Ongoing;Non-Ongoing
- Location: Canberra ACT
- Future Merit Locations: Canberra
- Salary: $85,745 – $90,465
- Office Arrangement: On Site;Flexible (The agency supports flexible work arrangements.)
About Clean Energy Regulator
The Corporate Branch is responsible for delivering enabling services that support the effective and
efficient operation of the agency and facilitates the agency’s compliance with legislation, policies
and guidelines as a non-corporate Commonwealth entity.
The branch complements the scheme-focus of other agency divisions by providing digital services
for internal and client-facing systems and facilitating strategic communications and client
engagement through the agency’s website and contact centre. In addition, the Branch supports
efficient resource management and corporate accountability through functions such as financial
management, performance reporting, parliamentary services, procurement, risk management and
assurance, facilities management and human resource management.
Duties
- Our Contact Centre Operators provide a first point of contact for stakeholders.
- Following the initial training to familiarise you with our schemes and legislation, you will:
- Provide a high level of customer service to stakeholders via telephone and email.
- Meet service level standards.
- Demonstrate a sound general knowledge of the agency’s schemes and projects, including
- broadly understanding relevant legislation and associated policy frameworks.
- Follow internal processes, using templates and guidelines, and bring together information
- from various sources to answer telephone or email enquiries in a timely and professional
- manner.
- Exercise judgement to refer enquiries to relevant subject matter experts (SMEs) in
- accordance with process.
- Accurately capture and record interactions in the Customer Relationship Management
- (CRM) system.
- Work independently on tasks, including manage different priorities, to meet team and
- individual outcomes.
- Provide support to team leader and colleagues to ensure team outcomes are met.
- Assist with quality assurance checks within the team, by reviewing peers’ work to ensure the
- accuracy and appropriateness of responses.
- Knowledge, Skills and Attributes
- Our preferred candidate must have:
- Sound verbal and written communication skills.
- Background in customer service.
- Good attention to detail, including being able to follow established processes and document
- interactions accurately and in a timely manner.
- Ability to remain calm under pressure.
- The following experience and qualities are highly desirable, but not essential:
- Previous experience working in an office and/or call centre environment.
- Previous experience managing a high volume of telephone enquiries.
- Ability to work in a changing environment.
- Ability to work collaboratively within a team environment.
- Ability to deal with and manage difficult enquiries over the phone and via email.
- A Certificate III in Contact Centre or equivalent experience.
- An understanding of the government’s renewable energy policies and programs.
Eligibility / Notes
- The requires all people joining the Australian Public Service to be Public Service Act 1999
- Australian citizens. You will be asked to declare your citizenship status as part of the application
- process.
- We will conduct pre-employment checks before we offer you employment. For us to do this, you
- will be required to supply certified copies of identity documents.
- It is a condition of employment with the Clean Energy Regulator that you can obtain and maintain
- a security clearance at a baseline level. If you are offered a role and do not already hold a security
- clearance at or above this level, you will need to undertake the security clearance process before
- you can commence employment. Any employment offer will be contingent upon obtaining this
- clearance.
How to Apply
Position Contact Ryleigh McClure, 02 6159 3469
Agency Recruitment Site https://cer.gov.au/about-us/who-we-are
Applicants to vacancies notified in all formats of the electronic Public Service Gazette should be aware:
that the names of successful applicants will also be notified in all formats of the electronic Public Service Gazette
applicants found suitable may be offered similar employment opportunities by other Australian Public Service agencies
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