Customer Contact Officer

Serco; Ballarat; On-site; AUD 55,000 - 70,000; Full time

Benefits offered by this job

Fully paid training

Career development

Rewards program

Diverse team

EAP access

Job summary

Serco is seeking a Customer Contact Officer to handle inbound calls from Victorian citizens and manage online inquiries for a Government client. You will assess needs, direct calls to appropriate services, and support safe and helpful responses across multiple systems with a focus on accuracy and empathy.

The role emphasizes resilience, maturity, and professionalism as you navigate challenging or sensitive information while contributing to a supportive, diverse team committed to public service.

Qualifications

• Excellent communication and active listening to assist diverse callers.
• Ability to stay calm and resilient when handling sensitive information.
• Strong empathy and professionalism in all interactions.

Responsibilities

• Respond to inbound calls from Victorian citizens and direct to appropriate services.
• Identify referral pathways and transfer to relevant services (e.g., 000, Crime Stoppers).
• Accurately complete crime reports and other required documentation within timeframes.

Skills

Active listening

Empathy

Communication

Maturity

Resilience

Teamwork

Job description

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

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

• Fully paid, 5 weeks full-time comprehensive on-the-job training at our contact center
• Ongoing training tailored to your personal and career development goals, including opportunities outside your current team or location
• Access to our extensive benefits including our rewards and discounts program
• Working in a friendly and diverse team with inclusivity and care at the heart of everything we do
• Access to Sonder, our 24/7 Employee Assistance Program

Make an impact at Serco

Based on site in Ballarat, you’ll join a value-based team and do interesting work which matters in helping Victorians access essential public services

Providing a positive, consistent and accessible experience for the members of the community, across every interaction, is at the heart of everything we do

As a Customer Contact Officer, you will respond and direct all inbound calls from Victorian citizens as well as complete online enquiries on behalf of our Victorian Government client.

As a Customer Contact Officer, you’ll make a positive impact by:

• Assessing callers’ needs and directing calls to the most appropriate area or service, using established systems, processes and work instructions
• Identifying the appropriate referral pathway and transferring callers to the relevant service, such as000, Crime Stoppers, or other specialised services
• Accurately and efficiently completing crime reports and other types of reports within required timeframes

Important to know

Our team members answer inbound phone calls from Victorian citizens for non-emergency situations. Sometimes callers share details that others may find distressing such as family violence, assault, death or injury

It’s important to note that whilst you may be exposed to this information, you will not need to manage these call types through to resolution

Maturity, empathy and resilience are critical to your success in the role. The ability to manage exposure to sensitive information while maintaining professionalism and focus. While comprehensive training, support and wellbeing resources are provided, it's important that you are comfortable working in an environment where some interactions may be emotionally challenging.

You will receive regular check-ins with your Team Leader and be provided with resources to seek help and build your own tailored personal wellbeing plan

Serco is a place for you

Your passion for supporting customers and ability to communicate effectively will assist with resolving enquiries and creating a positive experience for our customers

In joining us, you’ll be part of a highly supportive culture with trusted leaders that will help you succeed.

You could be a great fit if you can:

• Thrive in a fast-paced environmentand take pride in delivering professional, high-quality service when it matters most
• Think quickly and stay focused, confidently navigating multiple systems and screens while managing each interaction with accuracy and care
• Actively listen and effectively communicate and connect with people, using empathy and understanding to make every interaction a positive one
• Stay calm under pressure, demonstrating resilience, composure and sound judgement when dealing with challenging or sensitive situations
• Bring maturity, professionalism and a team-first mindset, supporting your colleagues and working collaboratively to achieve the best outcome for the community
• Are curious and eager to learn, embracing new information, developing your skills and embracing feedback to continually improve

To be considered for this role, you must be:

• An Australian Citizen / NZ Citizen or must hold an appropriate unrestricted work right
• Willing to complete pre-employment and security checks, along with computer competency and cognitive assessments
• Must be able to accommodate to 24/7 rotating roster

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, defense, maritime, justice, and community services.

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