WOW Recruitment are currently seeking an experienced Customer Service Representative to work with our Mortgage & Finance client, based in Sydney CBD. ** $80 - $85k super ** ** 3 years of phone based experience essential ** ** Outbound sales or lead follow up essential**
** Fully office based role ** ** Great career progression **

As a Customer Service Representative, you?ll be the first point of contact for business enquiries, delivering exceptional customer service and responsible for following up warm leads and assessing application eligibility. Collaborating with partners and customers, you?ll guide them through the deposit bond process efficiently and knowledgeably. 

If you are an enthusiastic and positive individual with a passion for customer service, this could be the perfect fit for you!

What you will be doing:

Provide prompt and professional customer service via phone and email, resolving issues proactively with follow-up as necessary.
Outbound lead follow-up, assisting
... Click here to view more detail / apply for Senior Customer Service Representative

Purpose of the Role:
Using technical expertise and a strong customer focus to ensure the very best  online-store user experience, with excellent service and customer education.
Responsibilities: ? Resolving, in first contact, customer enquiries received by phone, email and/or chat ? Owning complex issues to resolution, with regular progress updates to customer/s ? Promoting the benefits of using the online store, helping customers to  self-serve for future purchases ? Keeping up-to-date with Industry changes to understand how SAIG  products/services meet customer needs ? Identifying opportunities for new solutions and referring qualified leads from  customers to Sales ? Knowing when online/contact activity may impact other customers and acting quickly with stakeholders to inform & resolve ? Achieving, or exceeding, agreed KPIs so overall team goals are met  for the best customer experience possible ? Processing back-office, or other customer-focused, duties to ensure  customer SLAs are met or exceeded ? ... Click here to view more detail / apply for Customer Service Consultant

At Bunnings, you?ll make a positive difference to our business and beyond.

Bunnings is the leading retailer of home improvement and lifestyle products in Australia and New Zealand and a major supplier to project builders, commercial tradespeople and the housing industry. Operating from a network of stores, trade centres, frame and truss sites, and online, Bunnings caters for consumer and commercial customers.

By joining our passionate and diverse team, you will have the opportunity to grow, develop, have fun and make a positive difference ? to our customers and the communities where we live and work.

About the role:   

Our team members are the face of Bunnings, always prepared to give it a red hot go. They provide a friendly and helpful service to everyone who walks through our doors, making sure every experience counts. Our customers are met with passionate team members ready to provide the tools and ... Click here to view more detail / apply for Customer Service Team Member

First impressions are everything! As an ambassador of our Front Office Reception team, you will take care of the guests from the moment they arrive at the hotel through to their departure, ensuring they have a memorable experience with us. You will be the face of the hotel, the key point of contact for guests and a Heartist who delivers cousu main moments and an exceptional level of luxury experience.  

You’ll excel in this role if you are energetic, self-motivated, have attention to detail, and are passionate about creating exceptional service experiences. A key to success in this position is the ability to deliver incredible guest service and understanding of how to ensure the safety and security of the property.

What you will be doing:

• Engage with our guests on check in, check out and during their stay through reception and concierge duties
• Handle guest concerns efficiently to guarantee memorable moments for our guests
• Assist in providing recommendations and information about Brisbane and its surrounds to our guests
• Interact with different departments on a daily basis to ensure that our guests have a seamless experience
• Provide exceptional service and product knowledge to proactively upsell hotel products and services.

Posted: 19/07/2024

Closing Date: 20/08/2024

Job Type: Permanent - Full Time

Location: Sydney Office

Job Category: Growth


NGS Staff Benefits
Before you learn more about the job ad, we encourage you to familiarise yourself with our fantastic NGS Staff Benefits page (link below) to understand our offering which includes Additional Leave Entitlements, Personal & Professional Development and Health & Wellbeing Benefits.
NGS Staff Benefits link: https://ngssuper.elmotalent.com.au/careers/careers/pages/staffbenefits 
About us
We are an award winning, national $15B public offer industry fund focused on the education and community professional sectors. We help our members achieve their best retirement through our dedication to deliver personalised service, investment performance and award-winning products. Click on the video below to learn more!
The Role
The Customer Service Manager plays a key role in

... Click here to view more detail / apply for Customer Service Manager ? NSW

The Role


Fisher & Paykel is an brand, a global company with a strong design heritage. Our origins inspire our culture of curiosity and passion to develop solutions designed around people - these are some of the core elements that make us unique.

We are driven by our values of being trusted, sustainably minded, innovative, generous, and curious. As a team we take a collaborative approach and have a working environment where all ideas are heard, evaluated and tested against our leading goal - to be the world's most human-centred appliance brand.

Our Opportunity:
We recognise the unique skills of specialist   Appliance Service Technicians   and we are looking for a high calibre technician to join our Sydney team. If you are sustainably minded, we want you to use your knowledge to repair appliances and/or air-conditioners quickly to work closely with our long-standing customers.

Would you like;

A competitive
... Click here to view more detail / apply for Appliance Service Technician ? Sydney

Posted: 19/07/2024

Closing Date: 20/08/2024

Job Type: Permanent - Full Time

Location: Sydney Office

Job Category: Growth


NGS Staff Benefits
Before you learn more about the job ad, we encourage you to familiarise yourself with our fantastic NGS Staff Benefits page (link below) to understand our offering which includes Additional Leave Entitlements, Personal & Professional Development and Health & Wellbeing Benefits.
NGS Staff Benefits link: https://ngssuper.elmotalent.com.au/careers/careers/pages/staffbenefits 
About us
We are an award winning, national $15B public offer industry fund focused on the education and community professional sectors. We help our members achieve their best retirement through our dedication to deliver personalised service, investment performance and award-winning products. Click on the video below to learn more!
The Role
The Senior Customer Relationship Manager is a key role

... Click here to view more detail / apply for Senior Customer Relationship Manager

The Role


Fisher & Paykel is an iconic Australasian brand, a global company with a strong local heritage. Our origins inspire our culture of curiosity and passion to develop solutions designed around people - these are some of the core elements that make us unique.

We are driven by our values of being trusted, sustainably minded, innovative, generous, and curious. As a team we take a collaborative approach and have a working environment where all ideas are heard, evaluated and tested against our leading goal - to be the world's most human-centred appliance brand.

We are currently recruiting  Senior HVAC/Air Conditioning & Appliances Technicians  for  Sydney.

What?s in it for you?

Work from home model ? no need to travel to and from the workshop daily
Competitive salary + Super
Tools of the trade ? Van, Uniform, Phone etc
Full Training and continuous development
Career Progression
Great company benefits and
... Click here to view more detail / apply for Senior Service Tech HVAC/Air Con & Appliances

We are seeking an experienced and dynamic Director of Regional Sales & CS to lead and grow our sales efforts and maintain CS in the European market for our Real Money Games portfolio.

What You'll Do

Sales Strategy Development and Execution:

Develop and implement effective sales strategies to achieve and exceed revenue targets in the European market.
Conduct market research to identify trends, customer needs, and competitive landscape to inform strategic planning.
Collaborate with the new sales team to enable the conversion of sales initiatives and leads to actual signed agreements.

Customer Relationship Management [CS]:

Build and maintain strong relationships with key customers, partners, and stakeholders in the gaming sector.
Serve as the main point of contact for clients, addressing their needs and ensuring high levels of customer satisfaction.
Develop and deliver compelling sales presentations and proposals to prospective clients.

Business Development:

Identify and pursue new business opportunities to expand
... Click here to view more detail / apply for Regional Sales & customer Success, Director

We are seeking a motivated professional with a passion for service to join our Hotel Service Manager team.

We have a number of different manager roles available including Night Manager, Assistant Manager, Front Office Manager, Operations Manager, and Housekeeping Manager.

We are hiring for multiple positions across Sydney, Melbourne, and Brisbane!

As our next Night Manager, you will:
• Provide support, leadership and guidance to the Front Office overnight team
• Coordinate the work flow of the front office night team to ensure that the front office is covered at all times, including meal breaks
• Completion of property specific night audit procedures
• Carry out floor checks, where possible
• Assist guests with all enquiries and complaints and provide accurate information to guests about Property facilities and features
• Check guests in and out of the Property accurately and in a timely manner
• Answer all telephone calls within three rings in a professional manner according to brand standard
• Record guest comments for the information of the Head of Department
• Ensure accuracy and balancing of till and the department cash float
• Prepare and distribute daily reports
• Document all transactions and alterations to accounts
• Carry out transactions foreign currency accurately
• Collect payment of accounts and issue receipts accordingly
• Ensure all guest details are fully updated on PMS system to ensure Property information is correct
• Ensure guests who are not ALL members are briefed on features and benefits and signed up to the loyalty program
• Ensure a thorough and clear handover of information to Team Members on the following shift in order to ensure continuity of service.

As our next Assistant Manager, you will:
• Supervision, support and training of Front Office Team Members to ensure standards and procedures are observed
• Ensure that all company and department policies and procedures are understood by all Team Members
• Ensure effective communication of new or updated information regarding policies, rates or general Property information
• Conduct departmental meetings to brief Team Members on activities and discuss any issues relevant to the shift.
• Carry out all front office reception duties as required
• Lead by example in providing passionate, knowledgeable and friendly service to external and internal guests at all times
• Assist guests with all enquiries and complaints and provide accurate information to guests about Property facilities and features
• Supervise the reservation area ensuring maximum yield is achieved at all times
• Ensure all revenue for the day is accounted for with daily summary being completed to balance daily activity
• Assist in the preparation of Team Member rosters, ensuring that optimum number of Team Members is achieved within budget
• Assist in the recruitment and selection of Team Members for the department, when required
• Conducts timely Performance Development Appraisals for Front Office Team Members
• Organise skills training for Front Office Team Members in conjunction with the Human Resources
• Implement strategies to increase the productivity and morale within the Department in conjunction with the Head of Department
• Ensure a thorough and clear handover of information to Supervisory Team Members on the following shift

As our next Operations Manager, you will:
• Handles all guest or owner complaints immediately in a friendly manner
• Assists the General Manager in ensuring a fair and equitable distribution of revenue to all unit owners
• Build and foster a strong relationship with all unit owners
• Maintain a strategic business perspective
• Ensures a smooth, efficient day-to-day operation of the Property.
• Assists the General Manager in the direction of the property services and operations, liaising with all Departments as required.
• Relief coverage for the General Manager in their absence.
• Provides essential feedback to the General Manager on the status of the property operations and the departments.
• Provides ongoing guidance, leadership and support to the General Manager, Heads of Department and Front Line team.
• Lead by example in providing passionate, knowledgeable and friendly service to external and internal guests at all times.
• Deal effectively with guest complaints and feedback in an efficient and professional manner.
• Conducts regular Head of Department meetings to improve and maintain guest service standards and record minutes of these meetings.
• Recommends and implements revenue strategies to improve guest comfort and ensure innovation of service levels are maintained.
• Ensures departments are ready for peak service periods and are staffed accordingly.
• Be conversant with all tiers of the rate structure.
• Liaison with Sales & Marketing to maximise sales opportunities by effective promotion, advertising and marketing.
• Cultivation and maintenance of a positive sales culture maximising up-selling and on-selling.

As our next Front Office Manager, you will:
• Handles all guest or owner complaints immediately in a friendly manner
• Works with the General Manager to ensure a fair and equitable distribution of revenue to all unit owners
• Build and foster a strong relationship with all key stakeholders
• Maintain a strategic business perspective
• Supervise the reservation area ensuring maximum yield is achieved at all times
• Accountable to the General Manager for the productivity of the department, within the budgetary guidelines
• Recommends and implement strategies to improve guest comfort
• Prepares schedules for renovation of guest rooms, in conjunction with Housekeeping and Maintenance Managers as required
• Work closely with the Housekeeping Manager and Maintenance Manager to ensure a changeover of rooms within specified timeframes
• Be aware and enforce the Privacy Act with respect to all guests

As our next Housekeeping Manager, you will:
• Plan and coordinate all work activities in the Housekeeping department ensuring all tasks are completed at or above the required standard and within specified timeframes
• Accountable to the General Manager and Operational Housekeeping Manager for the productivity of the department, within the budgetary guidelines
• Carry out regular inspections of all areas of the property in conjunction with the Maintenance Manager to ensure that all facilities are being cleaned and maintained according to Health and Safety standards
• Ensure that the department is prepared for any changes in business levels.
• Maintain the appearance and cleanliness guest rooms and Property grounds, ensuring maximum guest comfort at all times
• Work closely with the Rooms Division Manager / Front Office Manager and Maintenance Manager to ensure a changeover of rooms within specified timeframes
Liaises with outside contractors with regard to laundry and cleaning material services
• Order and control all Housekeeping inventory, including chemicals, linen and supplies
• Prepares schedules for renovation of guest rooms, in conjunction with Front Office and Maintenance Managers as required

What we are looking for:
• A vibrant, and outgoing personality in order to engage with guests and ensure they have a memorable stay
• The ability to maintain a high level of personal presentation as an ambassador for the hotel at all times
• The flexibility to work shifts including early mornings, evenings and weekends
• A person with proven leadership experience within a hotel environment
• Knowledge of Sihot PMS advantageous

Assistant & Night Manager Annual Base Salary: $70,696.25 (gross)
FOM, Operations Manager, Housekeeping Manager Annual Base Salary Range - $70,696.25 - $85,000.00 (gross) based on experience and qualifications

What You'll Be Doing 

• Answering inbound calls from customers looking to discuss IAG’s available policies and offers. 

• Use effective communication skills to build rapport and provide engaging customer experiences. 

• Be flexible with hours to ensure we're available when our customers need us. 

Responsibilities will include but are not limited to:

• Liaising with customers to plan and implement agreed services
• Reception duties such as checking in patients, calling patients, processing return files, sending schedules to consultants, ordering medical imaging, filing and other ad hoc administration
• Scheduling of appointments
• Maintaining busy inboxes, with queries, appointments and non-appointment services
• Providing administrative and operational support to consultant practitioners
• Providing information and advice to customers, or prospective customers
• Establishing effective relationships with internal and external stakeholders, including medical consultants, staff, clients and customers
• Undertaking other tasks assigned to the Customer Services team, including reception duties, dictation, invoicing and supporting the greater team in general.

Are you customer focussed and have experience in dispute resolution?
Showcase your passion for problem solving with ING!

Customer experience is our DNA. If there?s a way to solve a problem for our customers, we?ll find it. In particular, we go out of our way to ensure we turn a potentially poor experience into a great one.

As an  EDR Case Manager (Customer Excellence Associate) , you?ll be responsible for managing complex customer complaints, or those raised through External Dispute Resolution (EDR) Schemes. This includes detailed investigations, making recommendations and negotiating with third parties to come to an acceptable resolution. Agents will also be required to assist customers who require extra care and who are vulnerable.

You will also assist with strengthening ING by providing critical feedback to the business managers when issues are identified through complaint analysis and supporting their remediation.

For the curious, this role requires keeping pace ... Click here to view more detail / apply for EDR Case Manager (Customer Excellence Associate)

At Telstra Health we believe health technology has the potential to be the great enabler for transforming the way healthcare is delivered. With the backing of our parent company Telstra, were all about combining technology and innovation to deliver significant, scalable solutions for improving patient and clinician experiences and health outcomes.
 Join us in digitising healthcare!
Whats the opportunity?
An opportunity exists for a dedicated customer service consultant to act as the initial resolution point for our network of Medical Practices and be responsible for providing a positive support experience. 
Our delivery model facilitates collaboration, openness, and creative problem-solving, within our Customer Service Team and offers flexible work options, in-office, or hybrid.
What can I expect?
Duties and Responsibilities 
The day-to-day Duties and Responsibilities of the Position are as follows: 

Answer incoming customer enquiries via phone, email, and live chat while providing an
... Click here to view more detail / apply for Customer Care Consultant ? Digital Health

WOW Recruitment are currently seeking a Customer Support Specialist to work with our Mortgage & Finance client, based in Sydney CBD. ** $80 - $85k super **
** Close knit team with a sense of humour & fun ** ** Immediate start available **
** Fully office based role ** ** Great career progression **

As a Customer Support Specialist, you?ll be the first point of contact for business enquiries, delivering exceptional customer service and responsible for assessing applications. Collaborating with partners and customers, you?ll guide them through the deposit bond process efficiently and knowledgeably. You?ll build strong relationships with our client?s business partners, internal stakeholders and third-party distributors, playing a pivotal role in driving business success.

If you are an enthusiastic and positive individual with a passion for customer service and a desire to advance your career in the financial industry, this could be the perfect fit for you!

What ... Click here to view more detail / apply for Outbound Customer Service Representative

About Your New Role
We are currently seeking a Service Leader to support our team and valued customers in South East Queensland. You will be leading your team by providing supervision and support to our customers and demonstrating your experience with high complex needs in a Community Access and In Home Support setting. You will be confident in managing day to day operations, facilitating support, and actively connecting with all stakeholders to inspire partnerships. 
About You

Experience in managing rosters and timesheets and administrative duties 
Demonstrate the ability to prioritise workload and respond to emergent situations
Provide effective communication and maintain relationships with all key stakeholders
Demonstrate high levels of expertise in de-escalation and can confidently implement care plans
Experience working with high complex customers in multiple settings

The successful applicant will be required to hold or be willing to obtain: ... Click here to view more detail / apply for Service Leader

About Your New Role
We are currently seeking a Service Leader to support our team and valued customers in South East Queensland. You will be leading your team by providing supervision and support to our customers and demonstrating your experience with high complex needs in a Community Access and In Home Support setting. You will be confident in managing day to day operations, facilitating support, and actively connecting with all stakeholders to inspire partnerships. 


About You
Experience in managing rosters and timesheets and administrative duties 
Demonstrate the ability to prioritise workload and respond to emergent situations
Provide effective communication and maintain relationships with all key stakeholders
Demonstrate high levels of expertise in de-escalation and can confidently implement care plans
Experience working with high complex customers in multiple settings


The successful applicant will be required to hold or be willing to obtain:
Current Open Driver's Licence
Current First Aid and CPR Certificate
1 year experience in Challenging and Complex Behaviours 


Why Choose Us?
At Multicap, we’re thrilled to offer an exhilarating combination of Salary Sacrifice up to $15,900 per financial year, and annual salary boosts with each passing year of your dedicated service. You get to enjoy discounts at hundreds of your favourite retailers and receive a paid 2-Day Induction.


Who We Are
We're more than just a company; we're a community united by a shared mission: to enhance the quality of life for people with disabilities and their families. As leaders in disability support and mental health services, we focus on abilities rather than limitations. With over 8000 satisfied customers and clients across Queensland, northern New South Wales, and Victoria, our impact speaks volumes.


We pride ourselves on the quality of our service and the genuine care we provide to each individual we support. Join us in our mission to create a brighter, more inclusive future for all.


Multicap acknowledges the Traditional Custodians of the lands on which we all work, live and play on. We pay our respects to the Elders past and present and extend that respect to all First Nations Peoples. We reflect upon the millions of footprints that are embedded into the earth from our Ancestors, the pathways that were forged, the meaning they leave behind and the continuation of the traditions through the next generations.

Purpose led, we are proudly member-owned and one of Australia's most iconic and trusted brands. We started by being a voice for safer roads and providing legendary roadside assistance, but now we do so much more.
From spectacular holiday destinations, car rental, ferries and cruises, to leading the EV charging roll-out and preparing for the future of driving, to speaking out for change and supporting sustainable travel.
Forget what you thought you knew about the NRMA. Come take a closer look, and you?ll realise that being a part of our team is about more than just a job - together, we?ll go further and make a difference.

Are you a qualified mechanic or auto electrician who is passionate about working with purpose?  
Do you want to be part of an inclusive team that values gender equality and diversity?  
Would you like to be part of an iconic Australian
... Click here to view more detail / apply for NRMA Roadside Service Provider

Organisation/Entity:  Transport For NSW







Job category:  Projects







Job location:  Sydney, NSW, AU, 2020







Job reference number:  95030







Employment type:  Permanent Full-Time







Salary range:  $147865.0-$165608.0







You can create a unique and lasting impact on our people. You have the opportunity to gain a wealth of expertise and a diverse range of skills, providing insight and knowledge without losing sight of your work-life balance or wellbeing.   In this role, you'll: Work as part of the Rail Service




... Click here to view more detail / apply for Lead Rail Service Design Analyst

ComfortDelGro Corporation Australia (CDC) is the largest private bus operator in NSW. Our subsidiaries, Qcity, Hillsbus, Hunter Valley Buses and Blue Mountains Transit, provide passenger transport services to Queanbeyan and Canberra, Sydney's North West, Hunter Valley and Blue Mountains regions. 
Our people are our most valued asset, they are the heart of our success. Operating in seven countries with over 24,300 employees and serving more than 2 million commuters daily. We are part of an international company with an impressive global footprint and a reputation for providing a safe and reliable public transport network that meets customer and community needs.
The Role:
Do you have exceptional attention to detail and thrive on working in a fast-paced environment? Is excellence in customer service important to you?
We are looking for a dynamic Customer Service Representative to join the team at our Operations & Customer Centre in Seven Hills. This ... Click here to view more detail / apply for Customer Service Representative ? Permanent

Service Operations Manager (Fire Protection) West Sydney Circa $140k - $160k Package   A reputable and established large Fire Protection business are currently on the lookout for an experienced Service Operations Manager to work alongside their current Service Manager to assist with the Operational Management side of the business.   The ideal candidate will have extensive leadership and management experience working within the Fire Protection industry, and will have built excellent working cultures as well as managed the business / business unit commercially. The client would like someone who is tried and tested in this level of role.   I have much more information regarding the position that the client is happy for me to discuss with suitable candidates over the phone or a teams meeting, so if you would be interested in applying for this position or would

... Click here to view more detail / apply for Service Operations Manager

The Company
This business is a class-leading manufacturer of mobile, crawler and tower cranes that provide reliable and safe lifting solutions to customers worldwide. Their commitment to quality, innovation and customer satisfaction has helped them become one of the most trust names in the industry.
Based in Sydney, the local team is dedicated to providing exceptional service and support to customers throughout Australia and the surrounding regions.
The business believes in creating a positive work environment where employees can grow and thrive. Team members are provided with opportunities for career progression and professional development, and encouraged to take on new challenges and responsibilities.
The Position
We're looking for an experienced Electrician Technician with relevant tower or gantry crane experience to join our clients Sydney team.
The successful candidate will be responsible for repairing and maintaining tower cranes, ensuring they are operating efficiently and safely. ... Click here to view more detail / apply for Service Technician ? Tower Cranes

Role title: Aboriginal Service Support Specialist
Duration: ASAP start date - Dec 2024
Pay rate: $550 per day super
Work location: Campbelltown
Working hours: 8hours/day, 40hours/week
Client Details
Reputable State Government Customer.
Description
To provide tailored, trauma informed support for vulnerable Aboriginal people within established program parameters, while being responsive to individual and community needs. The role works directly with clients with complex needs, local service providers and community networks to ensure a holistic response is provided. The role maintains a focus on client needs and operates within in an environment of program growth and development.

Key accountabilities:

Work within a team responsible for delivering tailored support to vulnerable Aboriginal individuals and families in targeted locations, under the direction of the Place Manager, within a trauma informed framework.
Effectively establish trust and work with vulnerable clients to identify
... Click here to view more detail / apply for Aboriginal Service Support Specialist

Benefits:

Competitive Salary: Up to $100K Super Car Overtime Tolls & Fuel Card (depending upon experience)
Flexible Working Conditions & Vibrant Culture
Opportunities for Pay Progression
Access to Industry Expertise: Learn from experienced mentors & managers
Career Progression: Grow with a multi-stated business
Exclusive Offerings: Access to unique solutions
Open to sponsoring if you have industry experience

Company: Join one of Australia's leading Automatic Garage and Gate door manufacturers based in Sydney. Renowned for our continuous growth and exceptional service, we're the premier provider of tier one Automatic systems in Australia. Our vibrant team fosters a culture of high energy, motivation, and collaboration, ensuring every member feels inspired to achieve their best. Position: Service Technician Due to our ongoing expansion, we're seeking a Service Technician to join our team. In ... Click here to view more detail / apply for SERVICE TECHNICIAN | AUTOMATIC GATES & DOORS

Whom you'll work with?  

TSA have partnered with Telstra for over 25 years, we pride ourselves on providing positive and memorable customer experiences. Our business has been built on passionate customer service and salespeople, and we are continuing to grow and expand our team in Brisbane.  

This is an exciting opportunity to represent Australia's largest telecommunications company, you will answer calls from everyday Aussies, calling through with enquiries for new and existing Telstra services and products. 

In this role, you will: 

• Answer inbound calls, engage with customers by asking questions regarding their enquiry, assisting them in finding a resolution 
• Provide expert advice and troubleshoot technology faults that customers might be facing 
• Provide empathy and understanding to your customers through effective communication skills 
• Take ownership, have confidence in your ability to de-escalate any customer grievances  
• Be available when our customers need us, flex to the hours that are required