Customer Contact Officer

Serco; Melbourne; Remote; AUD 34,000 - 49,000; Full time

Benefits offered by this job

100% remote role

Paid training (23 days)

Employee discounts program

24/7 EAP

Career development opportunities

Job summary

Serco is hiring a Customer Contact Officer for a 100% remote role in Australia. You will handle inbound and outbound calls, provide accurate information, and maintain detailed records to support a government client.

The position offers full-time hours (38 per week) with a Monday–Friday schedule and no weekend work. You will receive 23 days of paid, fully remote training and access to Serco's rewards program and 24/7 Employee Assistance Program.

Qualifications

• Complete pre-employment checks, including relevant security and Police clearances.
• Provide evidence of Australian citizenship (passport, birth certificate or citizenship certificate).
• Complete online skills-based assessments as part of the recruitment process.
• Attend an information session to learn about the role and working for a government organisation.

Responsibilities

• Responding to inbound calls, offering clear and accurate information to assist customers.
• Conducting outbound calls to follow up on enquiries, resolve issues and collect necessary details.
• Navigating procedures and knowledge articles to provide timely information to customers regarding our client’s public service.
• Keeping detailed and accurate records of customer interactions.

Skills

Customer service

Communication skills

Phone support

Problem solving

Empathy

Job description

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 flexible benefits designed to support your wellbeing and growth, including:

CURRENTLY HIRING FOR FEB 2027

• $30.27 per hour with permanent full-time employment (38 hours per week)
• Monday to Friday roster with shifts between 8:00 AM and 8:00 PM—no weekend work.
• 100% remote role, giving you the flexibility to work from home while saving time and commuting costs.
• 23 business days of paid, full-time training, delivered remotely so you can learn from the comfort of your home.
• Access to Serco's rewards and discounts program, offering savings across a wide range of retailers and services.
• 24/7 Employee Assistance Program (EAP), providing confidential support for you and your immediate family.
• Opportunities to learn, grow, and build a meaningful career with a global organization committed to making a positive impact.

Make an impact at Serco

As a Customer Contact Officer, you will play a key role in delivering exceptional service by:

• Responding to inbound calls, offering clear and accurate information to assist customers
• Conducting outbound calls to follow up on enquiries, resolve issues and collect necessary details
• Navigating operating procedures and knowledge articles to provide timely and accurate information to customers regarding our client’s public service.
• Keeping detailed and accurate records of customer interactions

Serco is a place for you

You Could Be a Great Fit If You

• Thrive in a fast-paced environment and take pride in delivering accurate, professional and high-quality service when it matters most.
• Think quickly and stay focused, confidently navigating multiple screens, systems and sources of information while managing each interaction with care and attention to detail.
• Communicate with clarity and confidence, both verbally and in writing, with the ability to explain complex information in a way that is easy to understand.
• Listen, connect and show empathy, taking the time to understand what each customer needs and creating a positive experience—even in challenging situations.
• Stay calm under pressure, bringing resilience, sound judgement and composure to sensitive or difficult enquiries.
• Are a team player, bringing maturity, professionalism and a collaborative mindset while supporting colleagues and working together to achieve the best outcomes for the community.
• Are curious and proactive, eager to learn, embrace new information and use feedback to continually develop your skills and improve the way you work.

To Join Our Team, You’ll Need To

• Complete pre-employment checks, including relevant security and Police clearances.
• Provide evidence of Australian citizenship, such as an Australian Passport, Australian Birth Certificate or Australian Citizenship Certificate.
• Complete online skills-based assessments as part of the recruitment process.
• Attend an information session to learn more about the role, what to expect and what it’s like working as a Customer Contact Officer supporting a government organisation.
• 100% work from home - as this is a fully remote role, you will be required to provide your own suitable equipment and have a dedicated, appropriate home office setup that meets the required standards.

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, 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.

Impact a better future at Serco!