Customer Concierge Operator Trainee - Newcastle

Zeal Futures Hunter; Newcastle City Council; On-site; AUD 42,000 - 56,000; Full time

Benefits offered by this job

Nationally recognised training

Coaching & support

Health discounts

Counselling

Employer rotations

Job summary

Zeal Futures is offering a 12‑month Certificate III Business - Customer Engagement traineeship in Newcastle, NSW. You will train via an RTO and gain practical call centre experience with Zeal Futures and Service NSW, commencing 27 November 2026.

You must work full-time from the Newcastle NSW office and complete on-the-job training and assessments. You will support customers across licensing, registration, and related services, handling enquiries, updating records, and referring to appropriate

Qualifications

• Ability to provide high quality customer service in a fast-paced call centre environment.
• Excellent verbal and written communication and interpersonal skills.
• Commitment to full term of the traineeship and study requirements.
• Intermediate experience using technology (computers/telephones/software packages).
• Strong time management with ability to stay focused and remain adaptable.
• Be willing and able to work a variety of shifts, rosters 6am–10pm.
• Successfully pass a National Police Check.
• Commitment to formal and on-the-job training.
• Can-do attitude and enthusiastic learner.

Responsibilities

• Provide advice, assistance and quality service to customers over the phone in relation to licensing, registration, and more.
• Research, analyse and resolve enquiries from a variety of channels, or transfer to appropriate channels.
• Carry out administrative activities, such as creating and updating online records and databases.
• Refer customers to the appropriate channels of service by understanding policies and procedures.

Skills

Customer service

Communication

Time management

Tech fluency

Calm under pressure

Shift flexibility

National Police Check

Education

Certificate III Business - Customer Engagement

Job description

Customer Concierge Operator Trainee - Newcastle

You will complete a Certificate III Business - Customer Engagement qualification over 12 months through a combination of formal training with a Registered Training Organisation (RTO) and practical on-the-job experience with Zeal Futures and Service NSW.

Throughout your formal training and practical experience in a call centre environment, you will have the opportunity to:

• Provide advice, assistance and quality service to customers over the phone in relation to licencing, registration, heavy vehicles, NSW TrainLink, National Parks & Wildlife, E-toll, Disaster Assistance Line, Savings Finder and Energy, Crown Lands, Tenancy and Bonds, Strata, Home Building, SafeWork, Business Licencing, Liquor and Gaming, plus more.
• Research, analyse and resolve enquiries from a variety of channels, or transfer to the appropriate channel/s for effective resolution.
• Carry out administrative activities, such as creating and updating online records and databases
• Refer customers to the appropriate channels of service by understanding a variety of policies and procedures

Please note, these traineeship opportunities are due to commence on 27th of November 2026 and do require you to work from the office fulltime in Newcastle NSW.

What you'll bring to the table…

To be successful in this role, you'll need to meet the following selection criteria:

• Ability to provide high quality customer service in a fast-paced call centre environment
• Excellent verbal and written communication and interpersonal skills
• Commitment to full term of the traineeship and study requirements
• Intermediate experience using technology (computers/telephones/software packages)
• Strong time management with ability to stay focused and remain adaptable
• Confidence to handle challenging situations and resolve enquires in a calm and focused manner
• Be willing and able to work a variety of shifts, with rosters ranging from 6am to 10pm.
• Successfully pass a National Police Check
• Be committed to your formal and ‘on the job’ training, including mandatory workplace training.
• Have a can-do attitude and be an enthusiastic learner

Why Zeal Futures?

We do more than just get you a job. We employ you and back you the whole way – with training, mentoring, guidance, support and real career opportunities. Real income, real skills.

• Nationally recognised training
• Access to coaching, training & support
• Discounts on Health & Wellbeing services
• Counselling and ongoing mentoring
• Opportunities to rotate across employers for further exposure.

About Service NSW

Service NSW is an award-winning NSW government initiative delivering improved one-stop services for government customers. Service NSW has been shaped by our customers - who want easier and more online access to government services and a single point of contact.

Service NSW delivers more than 800 transactions - including driver licences, birth certificates, Seniors Cards and Fair Trading licences through one digital service, one phone number and a network of one-stop shops.

What’s next?

After submitting your online application, you may be invited to complete online testing, interviews, and pre‑employment medicals. We’ll also contact your references if you progress through these recruitment stages. Please be sure to check your emails (including your junk folder) and respond to missed phone calls, voicemail messages and text messages.

Questions? Contact Kaitlin Milsom on 0407 962 ***.

Applications close 22nd of October 2026.

Zeal Futures is an equal opportunity employer and proud Diversity Champion. We welcome applicants from all backgrounds – including Aboriginal and Torres Strait Islander peoples, women in trades, mature-age applicants, and people with disabilities or diverse cultural backgrounds. If you require assistance with the recruitment process (for instance, this may be filling out forms, interviews, or completing online tests), please contact your recruitment representative. We are happy to provide any necessary reasonable adjustments or assistance you may need. Please do not hesitate to ask for any help. We look forward to hearing from you.