Which of these skills do you have? Tick the ones you have done. They count wherever you built them: this job, a past one, or outside work.
Active ListeningAttentively hearing and understanding spoken information from customers, colleagues, or clients to ensure accurate responses and outcomes. Core Appointment SchedulingCoordinating and booking appointments across multiple calendars using scheduling software while managing conflicts and priorities. Core Attention to DetailCarefully reviewing work, documents, and information to identify errors, inconsistencies, or omissions before finalising outputs. Core Confidentiality and Privacy ComplianceHandling sensitive personal and health information in accordance with the Australian Privacy Act and organisational confidentiality obligations. Core Customer Needs AssessmentIdentifying and understanding the specific needs, goals, and circumstances of a customer or participant to guide appropriate support or solutions. Core Data Entry and AccuracyInputting information into systems and databases with a high degree of accuracy and attention to detail to maintain data integrity. Core Email ManagementManaging high volumes of email correspondence efficiently, including triaging, responding, filing, and escalating as appropriate. Core Inbound Call HandlingManaging high volumes of inbound telephone enquiries professionally while maintaining quality and adherence to call scripts. Core Microsoft Office Suite ProficiencyOperating Microsoft Word, Excel, Outlook, and Teams to a competent level to support administrative and operational tasks. Core MultitaskingManaging multiple tasks or interactions simultaneously without compromising quality or accuracy of outputs. Core Record ManagementOrganising, maintaining, and retrieving physical and digital records in accordance with retention schedules and compliance requirements. Core Telephone EtiquetteDemonstrating professional and courteous conduct during telephone interactions, including appropriate greetings, tone, and call closure techniques. Core Time Management and PrioritisationOrganising daily tasks and workloads effectively to meet deadlines and service level targets in a fast-paced environment. Core Verbal CommunicationConveying information clearly and professionally in spoken interactions across phone, in-person, and virtual environments. Core Written CommunicationComposing clear, professional, and accurate written correspondence including emails, case notes, and reports in Australian workplace contexts. Core Complaint HandlingManaging customer or client complaints professionally and empathetically to reach fair and timely resolutions in line with organisational policy. Cultural Awareness and SensitivityRecognising and respecting cultural differences to communicate inclusively and deliver services that are appropriate for diverse Australian communities. Digital LiteracyUsing digital tools, software platforms, and online systems confidently and effectively to complete work tasks and communicate professionally. Empathy and Emotional IntelligenceRecognising and responding sensitively to the emotions and circumstances of others to build trust and deliver person-centred support. Policy and Procedure AdherenceConsistently applying workplace policies, procedures, and guidelines to ensure compliant and consistent service delivery. Stakeholder CommunicationEngaging effectively with a range of internal and external stakeholders including clients, providers, and team members to share information and coordinate outcomes. Workload Self-ManagementIndependently managing personal task queues, deadlines, and responsibilities with minimal supervision to maintain productivity and quality.
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