TIS National Contact Centre Operator - Shift

Job Req ID

Home Affairs - 139305

Location

VIC 

 Employment Type

Ongoing (Permanent), Full-time 

Classification

APS Level 3 - $66,839.00 and $76,792.00 plus 15.4% super (part time pro-rata)

Contact Officer

TIS Recruitment: Tis.cc.recruitment@homeaffairs.gov.au  

Office Arrangements

Hybrid  - Flexible working arrangements can be negotiated in accordance with our Enterprise Agreement and the operational requirements of the role.
 

Applications close on 21/09/2025 at 11:59pm AEST (midnight) - Late applications will not be accepted.

About our opportunity

This process is being used to fill multiple immediate positions. 

Applicants suitable for the role but not offered the position for the current vacancy may be placed in a merit list or pool to fill similar vacancies for up to 18 months anywhere in VIC; ACT; NSW; NT; QLD; SA; TAS; WA.
 

About our team

Immigration | Office For Multicultural Affairs | Migrant English & Language Services | TIS National

With more than 50 years' experience in the interpreting industry, the Translating and Interpreting Service (TIS National) is one of the largest public sector interpreting service providers in Australia. TIS National provides high quality, cost efficient, and secure interpreting services, assisting non-English speakers to effectively communicate with government departments and agencies, counselling and healthcare service providers, police, emergency services, utilities, banks, and private businesses. TIS National provides immediate telephone interpreting services 24 hours a day, every day of the year, as well as on-site (face-to-face) and video interpreting services. With well-established innovation strategies, TIS National supports the Australian Government's National Border Security priorities, the Digital Transformation's initiatives, and the Multicultural Access and Equity objectives.

Please visit our website for more information about the Department of Home Affairs or Australian Border Force

Our ideal candidate

TIS National is looking for people for thrive and enjoy working in a dynamic team environment to deliver accurate, timely, and courteous service to culturally and linguistically diverse range of clients. We are seeking people who are reliable and adaptable to competing priorities and strict deadlines. TIS Contact Centre Operator shift positions are designated shift work roles and require you to perform duties on a 24/7 rotational roster, including early mornings, afternoons, evenings, weekends and public holidays, and are remunerated in line with these shift work requirements.

Duties and responsibilities

• Answer calls directed to TIS National's contact centre for immediate telephone interpreting service, register requests for service and allocate interpreters to requests received. Adhere to a scheduled work environment and be flexible when required to meet operational needs.
• Commit to working a rotating roster of shifts to cover the 24/7 business requirements.
• Fulfil overtime requests, sometimes at short notice.
• Work unsupervised outside of business hours.
• Attend to complex enquiries and complaints and escalate to your Supervisor, when required.
• Attend to after-hours administrative functions.
• Monitor and action pre-booked telephone and onsite requests outside of business hours.
• Accept and action calls from Humanitarian Program Operations (HPO) in relation to deployment of language practitioners (interpreters) to Surge assignments (Operation Sovereign Borders).
• Deliver high quality client service to a culturally and linguistically diverse range of clients.
• Work in a team environment, assist with team tasks and provide advice and guidance to new staff, including effective on the job training.
• Contribute to the development and review of policy, work procedures, and work practices.
• Participate in performance management, including giving and receiving feedback.
• Contribute to strategic thinking; support shared purposes and direction, harness information and opportunities, show judgement, intelligence and common sense when performing the role.

Additional information

We are looking for candidates who:

• Are able to commit to shift work. This is mandatory for all roles.
• Are reliable.
• Have strong attention to detail.
• Have a team oriented attitude.
• Are confident using Microsoft Office suite.

How to apply

Submit your application and CV through the Home Affairs’ recruitment system (ourPeople) before the closing date on 21/09/2025 at 11:59pm (midnight) AEST  – Late applications will not be accepted.

No written applicant response is required. Please leave this section blank or re-upload your resume.

Candidates will be invited to complete an online capability assessment. This could measure Cognitive Aptitude, Personality or, Emotional Intelligence.

It is strongly encouraged that all potential candidates complete the following sample assessments to gain a clear understanding of the requirements:

• Aptitude
• Personality
• Emotional Intelligence
  
  

For more information about Criteria aptitude testing including tips on how to prepare please visit https://www.criteriacorp.com.au/candidates/how-to-prepare. 

​​​​​​​Prior to preparing your response it is recommended you review the Work Level standards relevant to the classification you are applying to. It may also be useful to refer to the Integrated Leadership Systems information relevant to the classification.

Eligibility

To be eligible for the position you must be an Australian Citizen.

The successful candidate will be required to obtain and maintain a Baseline Vetting (AGSVA) security clearance, and:
 

• ABF Workers will also be required to obtain and maintain an Employment Suitability Clearance (ESC).
• Home Affairs Workers will also be required to obtain and maintain an Onboarding Check.
   

In certain circumstances, an Employment Suitability Clearance (ESC) may be required in addition to, or in lieu of, an Onboarding Check, which will be determined by the delegate as necessary.  

Diversity and inclusion

The Department is committed to workforce diversity and applicants who are Aboriginal and/or Torres Strait Islander, come from a diverse cultural or linguistic background or have a disability are encouraged to apply.

RecruitAbility applies to this vacancy. Under the RecruitAbility scheme you will be invited to participate in further assessment activity for the vacancy if you choose to apply under the scheme; declare you have a disability; and meet the minimum requirements for the job. For more information visit: https://www.apsc.gov.au/recruitability

Technical assistance

For technical enquiries please call or email for assistance:

• Email: recruitment@homeaffairs.gov.au
• Phone: 1300 793 883 (within Australia) or +61 2 6196 0444 (outside of Australia)

Please include any applicable screen captures, a response will be provided during business hours.

Notes

The Department of Home Affairs offers an attractive remuneration package, including salary, superannuation benefits and flexible working conditions appropriate to the level of the position. The Australian Public Service (APS) Employee Value Proposition (EVP) highlights the top reasons our employees enjoy working in the APS.

The Department may provide relocation assistance to eligible APS employees required to relocate. The level of assistance will vary depending on the reason for relocating and your personal circumstances. For further information please enquire with the contact officer listed in the advertisement.

Information about employment and advice on how to apply for vacancies can be obtained from the Department’s website at https://www.homeaffairs.gov.au/about-us/careers

Candidates should be aware that in roles where vaccination against COVID-19 is required by public health orders/directions or other legislation proof of vaccination will be required. If a candidate is not fully vaccinated or is unwilling to be vaccinated within a reasonable time period, they may not be offered that role.