Customer Concierge Operator and higher duties – dispute
26 November 2019
The É«ÀÇÉçÇøDelegates at the Newcastle Contact Centre for some time have been dealing with the issue of CCOs undertaking the work of the higher graded role of CSR.
This issue was further exacerbated following changes made to the role descriptions for both CCOs and CSRs in September 2018.
As we have not been able to resolve the matter through our regular Joint Consultative Committee (JCC) with Service NSW, the É«ÀÇÉçÇøhas now notified the Department of a dispute. For a copy of that letter please click HERE.
The É«ÀÇÉçÇøreminds CCOs that unless they are receiving a Higher Duties Allowance (HDA) you should work within the scope of your role, in particular this means you should not:
- Monitor and report on other staff as to their progression;
- Train or upskill other staff;
- Handle escalations or call backs for unresolved matters and/or;
- Provide SME or floorwalker support
The É«ÀÇÉçÇøappreciates that in reality there is now a very blurred line between the two roles. You will note that the É«ÀÇÉçÇøhas provided a number of reasonable options to Service NSW, which we believe would resolve the dispute.
We will report back to members following our JCC meeting on 12 December 2019.
The É«ÀÇÉçÇøwould encourage all members to speak to non-members regarding these matters and educate them of the importance of JOINING the union.