Client Contact & Call Centre Coordinator

Serco; Sydney; Hybrid; AUD 70,000 - 90,000; Full time

Benefits offered by this job

Opportunities for professional growth

Supportive leaders and collaborative,

Flexible wellbeing benefits

Meaningful community service

Diverse and inclusive workplace

Long-term career opportunities with a

Job summary

Serco Australia is seeking a Client Contact Coordinator to deliver trauma-informed, person-centred client contact and intake services. You will be a primary contact for RRAP enquiries across phone, email, web and stakeholder channels, guiding applicants through intake and referrals.

You’ll work with Caseworkers and government agencies, travel across metropolitan and regional locations, and contribute to responsive service delivery while adhering to contractual requirements.

Qualifications

• Relevant qualification at Cert IV, Diploma or Bachelor level is highly regarded.
• Experience in client engagement and intake processes is preferred.
• Understanding of compliance and quality assurance is beneficial.

Responsibilities

• Deliver high-quality, trauma-informed client contact and intake services.
• Serve as a primary contact for RRAP enquiries across channels.
• Support applicants through intake and referrals with required information.
• Manage enquiries, referrals and workflow to meet service standards.
• Coordinate eligibility checks with the Department of Home Affairs and stakeholders.
• Monitor queues, client communications and referral progress.
• Provide accurate, impartial information on RRAP eligibility and processes.
• Identify and escalate client risks and vulnerabilities as needed.
• Ensure compliance with Codes of Conduct and internal policies.
• Attend team meetings and participate in development activities.
• Collaborate with Caseworkers for smooth client transitions.

Skills

Client engagement

Intake management

Stakeholder management

Communication

Microsoft Office

Data accuracy

Attention to detail

Time management

Education

Cert IV / Diploma / Bachelor

Tools

Case management systems

Reporting tools

Microsoft Office

Job description

• Various locations - open to Sydney, Melbourne, Brisbane or Canberra
• Full Time opportunity - Hybrid working
• Working Monday - Friday, 8:00am - 4:00pm

• Various locations - open to Sydney, Melbourne, Brisbane or Canberra
• Full Time opportunity - Hybrid working
• Working Monday - Friday, 8:00am - 4:00pm

Serco is a place where you can grow

Your impact makes a meaningful difference, and we're committed to supporting your professional and personal goals.

You’ll also have access to benefits designed to support your wellbeing and growth, including:

• Opportunities for professional growth and development
• Supportive leaders and a collaborative team culture
• Flexible benefits to support your wellbeing
• Opportunities to contribute to meaningful community services
• A diverse and inclusive workplace where everyone matters
• Long-term career opportunities within a government-backed contract

Make an impact at Serco

As a Client Contact Coordinator, you’ll deliver high-quality, trauma-informed and person-centred client contact and intake services in line with program intent, contractual requirements, legislation and best practice. You’ll serve as a primary point of contact for RRAP enquiries and support prospective applicants through intake and referral processes. Working closely with Caseworkers, Senior Caseworkers, government agencies, service providers and other stakeholders, you’ll help ensure responsive, respectful and effective service delivery. The role includes face-to-face client appointments and regular travel across metropolitan and regional locations as required.

• Delivering high-quality, trauma-informed and person-centred client contact and intake services
• Serving as a primary point of contact for RRAP enquiries across telephone, email, web and stakeholder channels
• Supporting prospective applicants through intake and referral processes, ensuring required information and documentation is obtained within required timeframes
• Managing and prioritising enquiries, referrals and workflow allocations to maintain service responsiveness and contractual service standards
• Coordinating eligibility assessment requests and required documentation with the Department of Home Affairs and relevant stakeholders
• Monitoring workflow queues, client communications and referral progression activities
• Providing accurate, impartial and culturally appropriate information regarding RRAP eligibility, application processes and voluntary return options
• Identifying and escalating actual or emerging client risks and vulnerabilities in accordance with program policies and procedures
• Ensuring compliance with Serco and Department of Home Affairs Codes of Conduct, organisational policies, contractual obligations and mandatory requirements
• Conducting face-to-face client appointments and undertaking regular travel across metropolitan and regional locations
• Actively participating in team meetings, knowledge sharing, training and professional development activities
• Collaborating closely with Caseworkers and Senior Caseworkers to support seamless client transitions

Serco is a place for you

You Could Be a Great Fit If You Have

• Ability to work professionally and collaboratively in complex and fast-paced environments
• Strong understanding of client engagement, enquiry management, intake processes, workflow management, work health and safety and quality assurance
• Strong stakeholder engagement and interpersonal skills across government, community and service provider networks
• Ability to identify, assess and appropriately respond to client risks and vulnerabilities
• High levels of cultural competence, empathy and emotional intelligence
• Sound judgement and the ability to manage sensitive client matters appropriately
• Well-developed organisational, time management and prioritisation skills
• Strong verbal and written communication skills, including preparing clear case notes, reports and correspondence
• Proficiency in Microsoft Office, case management systems and reporting tools
• Understanding of contractual compliance requirements, performance measures, quality assurance and continuous improvement principles
• Strong attention to detail and data accuracy
• Ability to manage competing priorities while maintaining responsiveness, accuracy and quality of service delivery

Experience That Will Support Your Success Could Include

• Experience in a contact centre, customer service, intake, administration, client engagement or service coordination role
• Experience working with clients from diverse cultural, linguistic and vulnerable backgrounds
• Experience managing high-volume enquiries, intake processes, referrals or workflow functions
• Proven ability to build and maintain effective stakeholder relationships
• Proven capability in maintaining accurate records, reports and performance data and contributing to KPIs and contractual requirements

Qualifications And Checks

• Qualification at Certificate IV, Diploma or Bachelor level in a relevant discipline such as Business Administration, Community Services, Customer Engagement, Social Science, Behavioural Science, Psychology, Counselling or a related field is highly regarded
• Current, unrestricted driver's licence
• Current Working with Children Check, or equivalent, in accordance with relevant state or territory child protection legislation

In joining us, you’ll be part of a highly supportive culture with trusted leaders who will help you achieve your goals. Here, you’ll appreciate a flexible approach to work-life while contributing to a service that supports people through important and often complex circumstances.

Are you ready to do important work that really matters?

At Serco, we bring together the right people, the right technology, and the right partners to create impactful solutions that address some of the world’s most urgent and complex challenges.

We focus on serving governments all over the globe. The work we do has touched the lives of millions in Australia and New Zealand and offers unique opportunities to leverage your skills across our core capabilities in Health, Defence, Maritime, Justice, Immigration, and Community Services.

We seek and celebrate diversity and encourage applications from all backgrounds and cultures including Aboriginal and Torres Strait Islander people, LGBTIQ+, veterans and people with disability.

By joining Serco you’ll have access to Employee Networks led by colleagues who are passionate about diversity, inclusion and belonging.

Impact a better future at Serco.