Customer Concierge Operator

DFP Recruitment; Newcastle; On-site; AUD 43,000 - 61,000; Full time

Job summary

DFP Recruitment is seeking Customer Concierge Operators for a Newcastle-based contact centre on a 6-month contract with an hourly rate of 37.50 AUD plus superannuation. Roles involve handling general enquiries and government services, with training and nesting, and a rotating shift pattern from 7:00am to 7:00pm.

Office-based work and in-person assessment on 18 November are required. The position requires 2–3 years in customer service and proficiency in MS Office (Outlook/Teams).

Qualifications

• 2-3 years experience in a customer service environment, ideally within a contact centre, retail or administration setting.
• Excellent written and verbal communication skills.
• Previous experience working in an office-based environment.
• Strong computer literacy and confidence navigating multiple systems.
• Intermediate Microsoft Office skills, particularly Outlook and Teams.
• Strong email etiquette and professional communication skills.
• The ability to pick up new systems and processes quickly.
• Excellent attention to detail and the ability to manage competing priorities.
• A positive, adaptable approach and confidence dealing with a diverse range of customers.

Responsibilities

• Responding to customer enquiries and providing accurate information and assistance.
• Delivering a positive, professional and friendly customer experience across phone and digital channels.
• Researching and resolving customer enquiries, escalating more complex matters where required.
• Maintaining accurate customer records and updating internal databases.
• Providing guidance and assistance to help customers navigate available services.
• Recording customer feedback and complaints and ensuring these are appropriately escalated.
• Completing general administrative and processing tasks.
• Working towards individual and team performance targets while maintaining accuracy and quality.

Skills

Customer service

Communication

Office environment

MS Office

Tools

Outlook

Teams

Job description

Customer Concierge Operators - Newcastle

6-month contract | $37.50 per hour + superannuation

We are seeking customer-focused and service-oriented Customer Concierge Operators to join a busy Newcastle based contact centre, supporting customers with a range of general enquiries and government services.

These are fantastic opportunities for individuals with previous customer service experience who enjoy helping people, solving problems and working in a fast-paced, high-volume environment.

The Opportunity

Working within a customer contact centre, you will be responsible for providing accurate information, guidance and support to customers across a variety of general enquiries. You will play an important role in delivering a positive customer experience while ensuring enquiries are handled professionally, efficiently and in line with established procedures.

Key responsibilities include:

• Responding to customer enquiries and providing accurate information and assistance.
• Delivering a positive, professional and friendly customer experience across phone and digital channels.
• Researching and resolving customer enquiries, escalating more complex matters where required.
• Maintaining accurate customer records and updating internal databases.
• Providing guidance and assistance to help customers navigate available services.
• Recording customer feedback and complaints and ensuring these are appropriately escalated.
• Completing general administrative and processing tasks.
• Working towards individual and team performance targets while maintaining accuracy and quality.

About You

To be successful in this opportunity, you will ideally bring:

• 2-3 years' experience in a customer service environment, ideally within a contact centre, retail or administration setting.
• Excellent written and verbal communication skills.
• Previous experience working in an office-based environment.
• Strong computer literacy and confidence navigating multiple systems.
• Intermediate Microsoft Office skills, particularly Outlook and Teams.
• Strong email etiquette and professional communication skills.
• The ability to pick up new systems and processes quickly.
• Excellent attention to detail and the ability to manage competing priorities.
• A positive, adaptable approach and confidence dealing with a diverse range of customers, including those presenting with challenging enquiries.
• Previous government experience will be highly regarded but is not essential.

Contract Details

• Location: Newcastle CBD - fully office-based during initial training and nesting.
• Contract duration: 4 December 2026 - 3 June 2027.
• Hourly rate: $37.50 + superannuation.
• Hours: Up to 7 hours per day / 35 hours per week.
• Roster: Monday to Friday, between 7:00am and 7:00pm (excluding public holidays).
• Must be available on the 18th of November for in person assessment, which will be part of the interview process.

Successful applicants will work on a rotating roster, with shifts changing every two weeks. This will generally include a combination of early starts (from 7:00am), mid-shifts and later starts (around 11:00am). Flexibility across the operating hours is essential.

Training & Development

All successful applicants will complete a comprehensive two-week classroom-based training program, followed by a supported nesting period of approximately 12 weeks, working closely with experienced team members and subject matter experts.

Full attendance throughout training is mandatory, as it is important that all contractors complete the required training and demonstrate competency before progressing to independent work.

Working Arrangements

These positions are primarily office-based, and there are no guaranteed work-from-home arrangements.

Any potential transition to working from home will be assessed individually, subject to demonstrated capability, business requirements and approval. Candidates must be comfortable commuting to the Newcastle CBD office and attending onsite whenever required.

DFP welcomes applications from Aboriginal and Torres Strait Islander people, people with diverse cultural and linguistic backgrounds and people with disability. In addition, DFP will provide reasonable adjustments for individuals with disability throughout the recruitment process. If you identify as a person with disability and require adjustments to the application, recruitment, selection and/or assessment process, please advise [e-mail]1300 337 000and indicate your preferred method of communication (email, phone, text) so we can keep in touch and meet your accessibility needs.