Escalation Agent, Census Escalation Contact Centre

The Australian Bureau of Statistics is looking to fill a limited number of Escalation Agent roles in our Census and Population Division within the Census Escalation Contact Centre.

About the roles

Escalation Agents provide support to Services Australia and members of the public to find information, access services, and resolve Census-related enquiries via the Census Agent Tool (CAT). This includes responding to escalations via outbound phone calls and email and assisting with parliamentary enquiries between the operating hours of 9am and 5pm. 

These positions require motivated people with exceptional interpersonal skills, strong critical thinking skills, initiative, and a willingness to work mostly in-office within a roster-based team environment.

These positions are casual, non-ongoing, 12-week contracts. The work periods are 7 hours 55 minutes which includes a 30-minute unpaid meal break. The possible work periods that could be offered are 8:45am to 4:40pm and 9:30am to 5:25pm Monday to Friday.

Training for this role is from 30 June to 14 July 2025, Monday to Friday, 9am to 5pm in the Melbourne office. The Census Escalation Contact Centre will be operational from 15 July to 16 September 2025 supporting delivery of the Census Operational Readiness Exercise in 2025.

What we are looking for

To be suitable you should have most or all of the following skills, qualities and experience:

• customer-focused and a demonstrated ability in providing effective and responsive service to customers 
• focus on first contact resolution to ensure a smooth running and effortless experience for the public
• conflict resolution experience and the ability to de-escalate sensitive issues and situations 
• demonstrated experience in a customer service or call centre environment 
• experience in working with technology platforms and the ability to troubleshoot minor issues
• demonstrated experience in applying judgement, knowledge and appropriate discretion in interpreting and applying legislation, instructions, guidelines, and procedures. 

How to apply

To apply you will need to upload your current resume and respond to the following:

In no more than 150 words, please provide a statement responding to the skills, qualities and experience listed above.

Please use job code ESCAGE2025.

Applications close at 11:30 pm AEST on Sunday 13 April 2025.