CEPU Home Page and Database - Communications Union

TELECOMMUNICATIONS SERVICES INDUSTRY AWARD 2002

18.1 Classification tables

18.1.1 Customer Contact Stream

Classification                       Relativity  Alignment to qualification
Customer Contact Trainee                87.4%    N/A
Customer Contact Officer Level 1        92.4%    Certificate II
Customer Contact Officer Level 2       100%      Certificate III
Principal Customer Contact Specialist  110%      N/A
Customer Contact Team Leader           115%      Certificate IV
Principal Customer Contact Leader      130%      Diploma

18.1.2 Clerical and Administrative Stream

Classification                             Relativity  Alignment to qualification
Clerical & Administrative Employee Level 1   87.4%     Certificate I
Clerical & Administrative Employee Level 2   92.4%     Certificate II
Clerical & Administrative Employee Level 3   100%      Certificate III
Clerical & Administrative Employee Level 4   115%      Certificate IV
Clerical & Administrative Employee Level 5   130%      Diploma

18.1.3 Technical Stream

Classification                    Relativity   Alignment to qualification
Telecommunications Trainee              87.4%  N/A
Telecommunications Technical Employee   92.4%  Certificate II
Telecommunications Technician           100%   Certificate III
Advanced Telecommunications Technician  115%   Certificate IV
Principal Telecommunications Technician 130%   Diploma
Telecommunications Associate            145%   Advanced Diploma

18.2 Customer Contact Stream - Classifications

18.2.1 Customer Contact Trainee

A Customer Contact Trainee is engaged in a course of training and development (other than through a new apprenticeship/traineeship) to enable them to perform customer contact functions in the telecommunications industry.

An employee at this level would not normally perform customer contact functions without direct/immediate supervision.

An employee would normally graduate from the course of training as a Customer Contact Officer.

18.2.2 Customer Contact Officer Level 1

Role Definition

A Customer Contact Officer Level 1 is employed to perform a prescribed range of functions involving known routines and procedures and some accountability for the quality of outcomes. Such an employee shall:

receive calls;

use common call centre telephone and computer technology;

enter and retrieve data;

work in a team; and

manage their own work under guidance.

Such an employee provides at least one specialised service to customers such as sales and advice for products or services, complaints or fault enquiries or data collection for surveys.

Indicative Tasks

An employee at this level would normally perform the following indicative tasks:

Follow occupational health & safety policy and procedures;

Communicate in a customer contact centre;

Work in a customer contact centre environment;

Respond to inbound customer contact;

Conduct outbound customer contact;

Use basic computer technology;

Use an enterprise information system; and

Provide quality customer service.

An employee at this level would also normally perform some of the following indicative tasks:

Fulfil customer needs;

Process sales;

Action customers' fault reports;

Resolve customers' complaints;

Process low risk credit applications;

Process basic customer account enquiries; and

Conduct data collection.

Qualifications

An employee who holds a Certificate II in Telecommunications (Customer Contact) or equivalent would be classified at this level when employed to perform the functions in the Role Definition and taking into account the Indicative Tasks.

18.2.3 Customer Contact Officer Level 2

Role Definition

A Customer Contact Officer Level 2 is employed to perform a defined range of skilled operations, usually within a range of broader related activities involving known routines, methods and procedures, where some discretion and judgement is required in the selection of equipment, services or contingency measures and within known time constraints. Such a person shall:

receive calls;

use common call centre telephone and computer technology;

enter and retrieve data;

work in a team; and

manage their own work under guidance.

This employee performs a number of functions within a customer contact operation requiring a diversity of competencies including:

providing multiple specialised services to customers such as complex sales and service advice for a range of products or services, difficult complaint and fault inquiries, deployment of service staff;

using multiple technologies such as telephony, Internet services and face-to-face contact; and

providing a limited amount of leadership to less experienced employees.

Indicative Tasks

An employee at this level would normally perform the following indicative tasks:

Follow occupational health & safety policy and procedures;

Communicate in a customer contact centre;

Work in a customer contact centre environment;

Respond to inbound customer contact;

Conduct outbound customer contact;

Use basic computer technology;

Use an enterprise information system; and

Provide quality customer service.

An employee at this level would also normally perform some of the following indicative tasks:

Send and retrieve information over the Internet using browsers and email;

Manage work priorities and professional development;

Manage workplace relationships in a contact centre;

Use multiple information systems;

Manage customer relationships;

Deploy customer service staff;

Conduct a telemarketing campaign;

Provide sales solutions to customers;

Negotiate with customers on major faults;

Resolve complex customer complaints;

Process high risk credit applications; and

Process complex accounts, service severance and defaults.

Qualifications

An employee who holds a Certificate III in Telecommunications (Customer Contact) or equivalent would be classified at this level when employed to perform the functions in the Role Definition and taking into account the Indicative Tasks.

18.2.4 Principal Customer Contact Specialist

Role Definition

A Principal Customer Contact Specialist is employed to perform a broad range of skilled applications and provision of leadership and guidance to others in the application and planning of the skills.

Such an employee:

receives calls;

uses common call centre telephone and computer technology;

enters and retrieves data;

works in a team; and

manages their own work.

The employee works with a high degree of autonomy with authority to take decisions in relation to specific customer contact matters, provides leadership as a coach, mentor or senior staff member.

An employee at this level performs a number of functions within a customer contact operation requiring a diversity of competencies including:

providing services to customers involving a high level of product or service knowledge, often autonomously acquired;

using multiple technologies such as telephony, Internet services and face-to-face contact; and

taking responsibility for the outcomes of customer contact and rectifying complex situations involving emergencies, substantial complaints and faults, disruptions or disconnection of service or customer dissatisfaction.

18.2.5 Customer Contact Team Leader

Role Definition

A Customer Contact Team Leader is employed to perform a broad range of skilled applications including evaluating and analysing current practices, developing new criteria and procedures for performing current practices and providing leadership and guidance to others in the application and planning of the skills.

Such an employee:

receives calls;

uses common call centre telephone and computer technology;

enters and retrieves data;

works in a team; and

manages their own work.

The employee works with a high degree of autonomy with authority to take decisions in relation to specific customer contact matters and provides leadership in a team leader role.

This employee performs a number of functions within a customer contact operation requiring a diversity of competencies including:

providing services to customers involving a high level of product or service knowledge, often autonomously acquired;

using multiple technologies such as telephony, Internet services and face-to-face contact; and

Indicative Tasks

An employee at this level would normally perform the following indicative tasks:

Follow occupational health & safety policy and procedures;

Communicate in a customer contact centre;

Work in a customer contact centre environment;

Respond to inbound customer contact;

Conduct outbound customer contact;

Use basic computer technology;

Use an enterprise information system;

Provide quality customer service; and

Provide leadership in a contact centre.

An employee at this level would also normally perform some of the following indicative tasks:

Lead operations in a contact centre;

Monitor safety in a contact centre;

Implement continuous improvement in a contact centre;

Lead innovation and change in a contact centre;

Administer customer contact telecommunications technology;

Implement customer service strategies in a contact centre;

Implement information systems in a contact centre;

Acquire product or service knowledge;

Gather, collate and record information;

Analyse information;

Lead teams in a contact centre; and

Develop teams and individuals in a contact centre.

Qualifications

An employee who holds a Certificate IV in Telecommunications (Customer Contact) or equivalent would be classified at this level when employed to perform the functions in the Role Definition and taking into account the Indicative Tasks.

18.2.6 Principal Customer Contact Leader

Role Definition

A Principal Customer Contact Leader is employed in the application of a significant range of fundamental principles and complex techniques across a wide and often unpredictable variety of functions in either varied or highly specific functions. Contribution to the development of a broad plan, budget or strategy is involved and accountability and responsibility for self and others in achieving the outcomes is involved.

A Telecommunications Customer Contact Leader would coordinate the work of a number of teams within a call centre environment, and would typically have a number of specialists/supervisors reporting to them.

Indicative Tasks

The following tasks are indicative of those performed by an employee at this level:

Manage personal work priorities and professional development;

Provide leadership in the workplace;

Establish effective workplace relationships;

Facilitate work teams;

Manage operational plan;

Manage workplace information systems;

Manage quality customer service;

Ensure a safe workplace;

Promote continuous improvement;

Facilitate and capitalize on change and innovation; and

Develop a workplace learning environment.

Qualifications

An employee who holds a Diploma - Front Line Management or equivalent would be classified at this level when employed to perform the functions in the Role Definition and taking into account the indicative tasks.

18.2.7 Interpretation

Indicative tasks: The indicative tasks set out in 18.2 are aligned to the units of competency in the Information Technology and Telecommunications Industry Training Advisory Board's endorsed customer contact competency standards in the Telecommunications Training Package (ICT2002). The indicative tasks for Principal Customer Contact Leader are aligned to the units of competency in Business Services Training Australia's endorsed competency standards in the Business Services Training Package (BSB2001).

In the event of a dispute over the meaning of the indicative tasks the relevant standards will be used to assist interpretation.

18.3 Clerical and Administration Stream - Classifications

18.3.1 Clerical and Administration Employee Level 1

Role Definition

An employee at this level:

works under direct supervision with regular checking of progress;

applies knowledge and skills to a limited range of tasks; and

performs work within established routines, methods and procedures that are predictable and which require the exercise of limited discretion.

Indicative Tasks

The following tasks are indicative of those performed by an employee at this level:

Prepare for work;

Complete daily work activities;

Apply basic communication skills;

Plan skills development;

Use business equipment;

Follow workplace safety procedures;

Operate a personal computer;

Develop keyboard skills; and

Follow environmental work practices.

Qualifications

An employee who holds a Certificate I in Business or equivalent would be classified at this level when employed to perform the functions in the Role Definition and taking into account the Indicative Tasks.

18.3.2 Clerical and Administration Employee Level 2

Role Definition

An employee at this level:

works under routine supervision with intermittent checking;

applies knowledge and skills to a range of tasks; and

usually performs work within established routines, methods and procedures, which involve the exercise of some discretion and minor decision making.

Indicative Tasks

The following tasks are indicative of those performed by an employee at this level:

Work effectively in a business environment;

Organise and complete daily work activities;

Communicate in the workplace;

Work effectively with others;

Use business technology;

Process and maintain workplace information;

Prepare and process financial/business documents;

Deliver a service to customers;

Provide information to clients;

Implement improved work practices;

Participate in workplace safety procedures;

Handle mail;

Produce simple word-processed documents;

Create and use simple spreadsheets; and

Participate in environmental work practices.

Qualifications

An employee who holds a Certificate II in Business or equivalent would be classified at this level when employed to perform the functions in the Role Definition and taking into account the Indicative Tasks.

18.3.3 Clerical and Administration Employee Level 3

Role Definition

An employee at this level:

works under limited supervision with checking related to overall progress;

may be responsible for the work of others and may be required to co-ordinate such work;

applies knowledge with depth in some areas and a broad range of skills; and

performs work within routines, methods and procedures where some discretion and judgment is required.

Indicative Tasks

The following tasks are indicative of those performed by an employee at this level:

Exercise initiative in a business environment;

Organise personal work priorities and development;

Contribute to effective workplace relationships;

Contribute to personal skill development and learning;

Organise workplace information;

Produce business documents;

Maintain business resources;

Maintain financial records;

Recommend products and services;

Deliver and monitor a service to customers;

Maintain workplace safety;

Support innovation and change;

Maintain environmental procedures;

Produce texts from shorthand notes;

Produce texts from notes;

Produce texts from audio transcription;

Design and develop text documents;

Create and use databases;

Create electronic presentations;

Organise schedules;

Process payroll;

Process accounts payable and receivable;

Maintain a general ledger;

Support leadership in the workplace;

Participate in work teams;

Support operational plans;

Provide workplace information and resourcing plans;

Support continuous improvement systems and processes;

Deliver and monitor a service to customers; and

Support a workplace learning environment.

Qualifications

An employee who holds a Certificate III in Business or equivalent would be classified at this level when employed to perform the functions in the Role Definition and taking into account the Indicative Tasks.

18.3.4 Clerical and Administration Employee Level 4

Role Definition

An employee at this level:

works without supervision, with general guidance on progress and outcomes sought;

may be responsible for the organisation of the work of others;

applies knowledge with depth in some areas and a broad range of skills;

performs a wide range of tasks, and the range and choice of actions required will usually be complex; and

performs work within routines, methods and procedures where discretion and judgment is required, for both self and others.

Indicative Tasks

The following tasks are indicative of those performed by an employee at this level:

Develop work priorities;

Establish business networks;

Develop teams and individuals;

Analyse and present research information;

Maintain business technology;

Coordinate business resources;

Report on financial activity;

Promote products and services;

Coordinate implementation of customer service strategies;

Monitor a safe workplace;

Promote innovation and change;

Implement and monitor environmental policies;

Show leadership in the workplace;

Manage effective workplace relationships;

Lead work teams;

Implement operational plan;

Implement workplace information system;

Implement continuous improvement;

Develop teams and individuals;

Produce complex texts from shorthand notes;

Produce complex business documents;

Develop and use complex databases;

Develop and use complex spreadsheets;

Organise meetings;

Organise business travel;

Administer projects; and

Prepare financial reports.

Qualifications

An employee who holds a Certificate IV in Business or equivalent would be classified at this level when employed to perform the functions in the Role Definition and taking into account the Indicative Tasks.

18.3.5 Clerical and Administration Employee Level 5

Role Definition

An employee at this level:

may be responsible for the planning and management of the work of others;

applies knowledge with substantial depth in some areas, and a range of skills which may be varied or highly specific;

applies knowledge and skills independently and non-routinely; and

exercises considerable judgment and initiative .

Indicative Tasks

The following tasks are indicative of those performed by an employee at this level:

Manage personal work priorities and professional development;

Provide leadership in the workplace;

Establish effective workplace relationships;

Facilitate work teams;

Manage operational plan;

Manage workplace information systems;

Manage quality customer service;

Ensure a safe workplace;

Promote continuous improvement;

Facilitate and capitalize on change and innovation;

Develop a workplace learning environment;

Manage the establishment and maintenance of a workgroup network;

Manage meetings;

Plan or review administration systems;

Manage payroll; and

Manage business document design and development.

Qualifications

An employee who holds a Diploma which is recognized within the Business Services Training Package or equivalent would be classified at this level when employed to perform the functions in the Role Definition and taking into account the Indicative Tasks.

18.3.6 Interpretation

Indicative tasks: The indicative tasks set out in 18.3 are aligned to the units of competency in Business Services Training Australia's endorsed competency standards in the Business Services Training Package (BSB2001). In the event of a dispute over the meaning of the indicative tasks the relevant standards will be used to assist interpretation.

18.4 Technical Stream - Classifications

18.4.1 Telecommunications Trainee

A Telecommunications Trainee is engaged in a course of training and development (other than through a new apprenticeship/traineeship) to enable them to perform technical functions in the telecommunications industry.

An employee at this level would not normally perform technical functions without direct/immediate supervision.

An employee would normally graduate from the course of training as a Telecommunications Technical Assistant.

18.4.2 Telecommunications Technical Employee

Specialisations:

Telecommunications Technical Employee (Cabling); and

Telecommunications Technical Employee (Customer Access Network).

18.4.2(a) Telecommunications Technical Employee (Cabling)

Role Definition

A Telecommunications Technical Employee (Cabling) performs a prescribed range of functions involving known routines and procedures and accountability for the quality of outcomes.

An employee in this role installs telecommunications and data cabling and cabling products on customer premises in accordance with Australian Communications Authority requirements under the auspices of the industry registration regime.

Indicative Tasks

The following tasks are indicative of those performed by an employee at this level:

Install cable support systems;

Place and secure cable;

Terminate metallic conductor cable;

Install functional and protective telecommunications earthing system;

Joint copper cable;

Alter services to existing cable system; and

Organise and monitor cabling to ensure compliance with regulatory and industry standards.

Qualifications

An employee who holds a Certificate II in Telecommunications Cabling or equivalent would be classified at this level when employed to perform the functions in the Role Definition and taking into account the Indicative Tasks.

18.4.2(b) Telecommunications Technical Employee (Customer Access Network)

Role Definition

A Telecommunications Technical Employee (Customer Access Network) is employed to perform a prescribed range of functions involving known routines and procedures and accountability for the quality of outcomes.

An employee at this level installs telecommunications cabling and cabling support resources and equipment in enterprise owned customer access networks in accordance with specific enterprise requirements.

Indicative Tasks

The following tasks are indicative of those performed by an employee at this level:

Follow occupational health and safety policy and procedures;

Use hand and power tools;

Work effectively in a telecommunications technology team;

Haul underground cable;

Install telecommunications service to a building;

Construct underground enclosures;

Joint metallic cable;

Splice optic fibre cable;

Joint and terminate co-axial cable;

Install an above ground equipment enclosure;

Erect cable supports; and

Fix aerial cable.

Qualifications

An employee who holds a Certificate II in Telecommunications (Access Network) or equivalent would be classified at this level when employed to perform the functions in the Role Definition and taking into account the Indicative Tasks.

18.4.3 Telecommunications Technician

Specialisation:

Telecommunications Technician (Cabling and Customer Premises Equipment).

18.4.3(a) Telecommunications Technician (Cabling and Customer Premises Equipment)

Role Definition

A Telecommunications Technician (Cabling and Customer Premises Equipment) performs a defined range of skilled operations, usually within a range of broader related activities involving known routines, methods and procedures, where some discretion is required in the selection of equipment, services or contingency measures and within known time constraints.

An employee in this role is involved in:

the installation of telecommunications and data cabling and cabling products on customer premises in accordance with Australian Communications Authority requirements under the auspices of the industry registration regime; and

the installation of voice and data telecommunications equipment.

This role includes assessing installation requirements, planning and performing installations, testing installed equipment and fault finding. It involves a degree of autonomy and may include some supervision of others.

Indicative Tasks

The following tasks are indicative of those performed by an employee at this level:

Install cable support systems;

Place and secure cable;

Terminate metallic conductor cable;

Place, secure and terminate structured cabling twisted pair for certification;

Place, secure and terminate optical fibre cable;

Place, secure and terminate co-axial cable;

Install functional and protective telecommunications earthing system;

Alter services to existing cable system;

Organise and monitor cabling to ensure compliance with regulatory and industry standards;

Install CPE systems and equipment;

Cut- over new CPE systems and equipment;

Hand-over systems and equipment;

Joint copper cable;

Train customers;

Recover CPE;

Refurbish CPE; and

Complete all administrative work associated with CPE activity.

Qualifications

An employee who holds a Certificate III in Telecommunications Cabling and Customer Premises Equipment or equivalent would be classified at this level when employed to perform the functions in the Role Definition and taking into account the Indicative Tasks.

18.4.4 Advanced Telecommunications Technician

Specialisations:

Advanced Telecommunications Technician (Telecommunications Access Planning);

Advanced Telecommunications Technician (Engineering); and

Advanced Telecommunications Technician (Telecommunications Computer Systems).

18.4.4(a) Advanced Telecommunications Technician (Telecommunications Access Planning)

Role Definition

An Advanced Telecommunications Technician (Telecommunications Access Planning) performs a broad range of skilled applications including requirements to evaluate and analyse current practices, develop new criteria and procedure for performing current practices and provision of some leadership and guidance to others in the application and planning of the skills.

This role is concerned with planning the development of the customer access network infrastructure. The role requires an in-depth understanding of the access network, the capacity to develop planned additions and rectifications to the access network, as well as the ability to monitor the implementation of those plans.

Indicative Tasks

The following tasks are indicative of those performed by an employee at this level:

Apply knowledge of Access Network Architecture and Core Components;

Apply knowledge of the internal and external influences upon the enterprise and the telecommunications industry;

Plan the Access Network;

Apply skills in risk management;

Apply skills in scope management;

Brief the project;

Manage effective workplace relationships;

Contribute to effective workplace relationships;

Plan Assessment;

Conduct Assessment;

Review Assessment,

Train small groups;

Deliver training sessions; and

Review training.

Qualifications

An employee who holds a Certificate IV in Telecommunications Access Planning or equivalent would be classified at this level when employed to perform the functions in the Role Definition and taking into account the Indicative Tasks.

18.4.4(b) Advanced Telecommunications Technician (Engineering)

Role Definition

An Advanced Telecommunications Technician (Engineering) performs a broad range of skilled applications including requirements to evaluate and analyse current practices, develop new criteria and procedures for performing current practices and provision of some leadership and guidance to others in the application and planning of the skills.

An employee in this role is involved in installing telecommunications and data communications equipment.

This role includes planning and performing installations, testing installed equipment and fault finding.

Indicative Tasks

The following tasks are indicative of those performed by an employee at this level:

Follow occupational health and safety policy and procedures;

Use hand and power tools;

Work effectively in a telecommunications technology team;

Plan assessment;

Conduct assessment;

Review assessment;

Identify requirements for customer's telecommunications equipment;

Prepare design drawings and specifications for a cable installation;

Estimate and quote on customer equipment installation;

Schedule and supply cable installation;

Supervise cabling project;

Organise resources;

Undertake a civil site survey;

Organise material supply;

Assign a transmission path;

Schedule resources;

Schedule CPE installation;

Install radio controlled CPE;

Install PC based CPE system programs;

Install an antenna/wave guide;

Test cable bearers;

Effect changes to existing CPE systems and equipment;

Cutover CPE additions, moves and changes;

Complete network equipment/software upgrades;

Commission an electronic system;

Schedule CPE maintenance;

Undertake preventive maintenance (CPE systems and equipment);

Perform tests and fault diagnosis on remote from the customer premises;

Locate and rectify CPE faults on site, on first in basis;

Monitor, analyse and action telecom network alarms;

Undertake routine maintenance of the telecommunications network;

Undertake remote repair of network faults;

Locate and rectify network faults on a first in basis;

Undertake outage management;

Conduct radio frequency measurements;

Conduct field tests of radio/wireless networks;

Remotely locate and identify cable network faults;

Locate and diagnose cable faults;

Locate and diagnose electronic faults; and

Repair electronic faults.

Qualifications

An employee who holds a Certificate IV in Telecommunications Engineering or equivalent would be classified at this level when employed to perform the functions in the Role Definition and taking into account the Indicative Tasks.

18.4.4(c) Advanced Telecommunications Technician (Telecommunications Computer Systems)

Role Definition

An Advanced Telecommunications Technician (Telecommunications Computer Systems) performs a broad range of skilled applications including requirements to evaluate and analyse current practices, develop new criteria and procedures for performing current practices and provision of some leadership and guidance to others in the application and planning of the skills.

An employee in this role is involved in:

Installing telecommunications computer equipment and telecommunications computer systems; and

Installing telecommunications data communications equipment.

This role includes planning and performing installations, testing installed equipment and fault finding.

Indicative Tasks

The following tasks are indicative of those performed by an employee at this level:

Install PC based CPE system programs;

Effect changes to existing CPE systems and equipment;

Complete equipment/software upgrades;

Locate and rectify CPE faults on site, on a first in basis;

Locate and rectify network faults on a first in basis;

Cutover CPE additions, moves and changes;

Locate and diagnose cable faults;

Locate and diagnose electronic faults; and

Repair electronic faults.

Qualifications

An employee who holds a Certificate IV in Telecommunications Computer Systems or equivalent would be classified at this level when employed to perform the functions in the Role Definition and taking into account the Indicative Tasks.

18.4.5 Principal Telecommunications Technician

Specialisations:

Principal Telecommunications Technician (Engineering); and

Principal Telecommunications Technician (Telecommunications Computer Systems).

18.4.5(a) Principal Telecommunications Technician (Engineering)

Role Definition

A Principal Telecommunications Technician (Engineering) performs work in a self-directed manner and applies knowledge and skills, with substantial depth in some areas where judgment is required in planning and selecting appropriate equipment, services and techniques for self and others.

An employee in this role is involved in:

the installation and management of telecommunications computer equipment and telecommunications computer systems; and

the installation and management of data communications equipment.

This role includes assessing installation requirements, planning and performing installations, testing installed equipment and fault finding. It involves a high degree of autonomy and may include some supervision of others.

Indicative Tasks

The following tasks are indicative of those performed by an employee at this level:

Provide high level consultancy and technical support in the CPE sector;

Develop and deliver training associated with new and/or modified products;

Develop and deliver technical information to all company staff;

Develop CPE installation project plans;

Prepare a project brief;

Design a telecommunications project;

Design an electronic network;

Prepare project specifications;

Acceptance test new systems and equipment;

Commission telecommunications network equipment;

Integrate new systems and equipment into the telecommunications network;

Cutover new and/or replacement network equipment;

Complete equipment/software upgrades;

Locate and rectify complex CPE system and equipment faults;

Provide expert advice and support on very complex CPE faults;

Analyse and organise repair of complex telecommunications network faults;

Undertake outage management;

Conduct tests on handset enhancements and international roaming agreements;

Develop software;

Use Photonics devices;

Integrate specialised Photonics devices into telecommunications systems;

Use a virtual instrument;

Perform Photonics laboratory techniques;

Configure and cutover a WDM system;

Administer a data communication (LAN or WAN) network; and

Test and measure mobile phone performance.

Qualifications

An employee who holds a Diploma in Telecommunications Engineering or equivalent would be classified at this level when employed to perform the functions in the Role Definition and taking into account the Indicative Tasks.

18.4.5(b) Principal Telecommunications Technician (Telecommunications Computer Systems)

Role Definition

A Principal Telecommunications Technician (Telecommunications Computer Systems) performs work in a self-directed manner and applies knowledge and skills, with substantial depth in some areas where judgment is required in planning and selecting appropriate equipment, services and techniques for self and others.

An employee in this role is involved in:

The installation and management of telecommunications computer equipment and telecommunications computer systems; and

The installation and management of data communications equipment.

Indicative Tasks

The following tasks are indicative of those performed by an employee at this level:

Acceptance test new systems and equipment;

Integrate new systems and equipment into the telecommunications network;

Cutover new and/or replacement network equipment;

Locate and rectify complex CPE system and equipment faults; and

Develop software.

Qualifications

An employee who holds a Diploma of Telecommunications Computer Systems or equivalent would be classified at this level when employed to perform the functions in the Role Definition and taking into account the Indicative Tasks.

18.4.6 Telecommunications Associate

Specialisations:

Telecommunications Associate (Engineering); and

Telecommunications Associate (Telecommunications Computer Systems).

18.4.6(a) Telecommunications Associate (Engineering)

Role Definition

A Telecommunications Associate (Engineering) performs work involving the application of a significant range of fundamental principles and complex techniques across a wide and often unpredictable variety of contexts in relation to either varied or highly specific functions. Contribution to the development of a broad plan, budget or strategy is involved and accountability and responsibility for self and others in achieving the outcomes is involved.

An employee in this role is involved in:

Design, installation and management of telecommunications equipment and systems; and

Design, installation and management of data communications equipment.

This role includes assessing installation requirements, designing systems, planning and performing installations, testing installed equipment and fault finding. It involves a high degree of autonomy and may include some supervision of others.

Indicative Tasks

The following tasks are indicative of those performed by an employee at this level:

Plan the development and growth of the telecommunications network;

Forecast service demand;

Prepare a project brief;

Develop project management plan;

Prepare a detailed design brief;

Undertake qualification testing of new or enhanced equipment and systems;

Undertake system administration;

Undertake network traffic management;

Co-ordinate fault rectification and restoration of service following network outages;

Ensure that network changes are implemented as planned with minimal impact to the customer;

Undertake network performance analysis;

Undertake management of the common channel signalling network;

Analyse and organise repair of the most complex telecommunications network faults;

Verify new software/hardware releases;

Monitor the capacity of, and recommend changes to, the mobile network;

Create code for applications; and

Prepare a detailed design for a communication network.

Qualifications

An employee who holds a Advanced Diploma in Telecommunications Engineering or equivalent would be classified at this level when employed to perform the functions in the Role Definition and taking into account the Indicative Tasks.

18.4.6(b) Telecommunications Associate (Telecommunications Computer Systems)

Role Definition

A Telecommunications Associate (Telecommunications Computer Systems) performs work involving the application of a significant range of fundamental principles and complex techniques across a wide and often unpredictable variety of contexts in relation to either varied or highly specific functions. Contribution to the development of a broad plan, budget or strategy is involved and accountability and responsibility for self and others in achieving the outcomes is involved.

An employee in this role is involved in:

Design, installation and management of telecommunications computer equipment and systems; and

Design, installation and management of data communications equipment.

Indicative Tasks

The following tasks are indicative of those performed by an employee at this level:

Undertake qualification testing of new or enhanced equipment and systems;

Undertake system administration;

Undertake network traffic management;

Undertake network performance analysis;

Create code for applications; and

Prepare a detailed design for a communication network.

Qualifications

An employee who holds a Advanced Diploma in Telecommunications Computer Systems or equivalent would be classified at this level when employed to perform the functions in the Role Definition and taking into account the Indicative Tasks.

18.4.7 Interpretation

Indicative tasks: The indicative tasks set out in 18.4 are aligned to the units of competency in the Information Technology and Telecommunications Industry Training Advisory Board's endorsed competency standards in the Telecommunications Training Package (ICT2002). In the event of a dispute over the meaning of the indicative tasks the relevant standards will be used to assist interpretation.

18.4.8 Notification of classification

Upon a request being made by an employee, the employee shall be advised of the award classification which the employer considers to be appropriate having regard to the definitions in this award and the duties performed by the employee.

If an employee disputes the classification assigned to him/her by the employer the employee must advise the employer in writing. If the dispute is unable to be resolved by the employer and the employee in a reasonable time it will be dealt with in accordance with Clause 10 - Dispute Resolution Procedure.

18.5 Salaries

18.5.1 Adult employees

Adult employees, other than those specified in Clause 18.5.3 (Trainee rates) and 18.5.4 (Apprentice rates), shall be entitled to receive the salary for the relevant classification as set out in the tables herein:

[18.5.1(a) substituted by PR935337; PR947845 ppc 01Aug04]

18.5.1(a) Customer Contact Stream

Classification                        Rate per week $
Customer Contact Trainee              506.60
Customer Contact Officer 1            527.50
Customer Contact Officer 2            561.20
Principal Customer Contact Specialist 602.90
Customer Contact Team Leader          621.80
Principal Customer Contact Leader     684.40

18.5.1(b) Clerical and Administrative Stream

[18.5.1(b) substituted by PR935337; PR947845 ppc 01Aug04]

Classification             Rate per week $
Clerical & Admin Level 1   506.60
Clerical & Admin Level 2   527.50
Clerical & Admin Level 3   561.20
Clerical & Admin Level 4   621.80
Clerical & Admin Level 5   684.40

18.5.1(c) Technical Stream

[18.5.1(c) substituted by PR935337; PR947845 ppc 01Aug04]
[18.5.1(c) see Correction Order for $17.00 safety net increase.]

Classification                          Rate per week $
Telecommunications Trainee              506.60
Telecommunications Technical Employee   527.50
Telecommunications Technician           561.20
Advanced Telecommunications Technician  621.80
Principal Telecommunications Technician 684.40
Telecommunications Associate            746.90

18.5.2 Junior employees

The minimum wage rates for junior employees shall be the undermentioned percentages of the appropriate adult wage rates prescribed in 18.4.1 hereof.

Age                 Percentage of adult salary
15 years             50%
16 years             60%
17 years             70%
18 years and over   100%

18.5.3 Trainee rates

Trainees engaged under the terms of the National Training Wage Award 2000, as amended, shall be paid the appropriate rate of pay set out in that award.

18.5.4 Apprentice rates

[18.5.4 substituted by PR935337; PR947845 ppc 01Aug04]

The minimum weekly rate for apprentices shall be as follows:

Year of apprenticeship  % of rate for 
                        Telecommunications Technician   Total weekly rate $
First Year              42                              235.70
Second Year             55                              308.65
Third Year              75                              420.90
Fourth Year             88                              493.85

18.6 Arbitrated safety net adjustment

[18.6 substituted by PR935337 ppc 22Nov03]

18.6 Arbitrated safety net adjustment

18.6.1 The rates of pay in this award include the arbitrated safety net adjustment payable under the Safety Net Review - Wages May 2004 decision [PR002004]. This arbitrated safety net adjustment may be offset against any equivalent amount in rates of pay received by employees whose wages and conditions of employment are regulated by this award which are above the wage rates prescribed in the award. Such above-award payments include wages payable pursuant to certified agreements, currently operating enterprise flexibility agreements, Australian workplace agreements, award variations to give effect to enterprise agreements and overaward arrangements. Absorption which is contrary to the terms of an agreement is not required.

18.6.2 Increases made under previous National Wage Case principles or under the current Statement of Principles, excepting those resulting from enterprise agreements, are not to be used to offset arbitrated safety net adjustments.