Customer Service Support Officer

Randstad Pty; Wollongong City Council; On-site; AUD 36,000 - 44,000; Part time

Job summary

Randstad Pty is seeking a capable contact centre support agent to join our on-site hub across Newcastle, Wollongong, Bathurst, or Parramatta. You will handle inquiries spanning HR, finance, and operations, resolving first-line issues and routing complex matters to Centres of Expertise.

You’ll log interactions in the CRM, adhere to policies, and strive for first-contact resolution while meeting KPIs. Availability for 35 hours weekly on rotating 7.5-hour shifts is required.

Qualifications

• Proven background delivering high-level customer service in a contact centre
• Shared services
• Fast-paced customer-facing environment (diverse backgrounds welcomed)

Responsibilities

• Deliver exceptional, professional front-line customer support across phone, email, and digital portals in a fast-paced contact centre environment.
• Provide prompt, accurate advice and direction on general HR, finance, business administration, and operational systems queries.
• Triage, refer, and assign non-standard or complex enquiries to appropriate Centres of Expertise for specialised resolution.
• Accurately log, categorise, and update customer interaction records in enterprise CRM and ticketing databases in real time.
• Maintain up-to-date knowledge of relevant policies, procedures, and legislation to resolve enquiries efficiently at first contact.
• Meet and maintain individual and team contact centre KPIs (call quality, response times, accurate documentation).
• Handle sensitive identity, employee, and student information with discretion and strict confidentiality.

Job description

Role Overview

• Start Date: 11 January 2027
• Contract Duration: 6-month initial assignment (no overtime required)
• Locations: Newcastle, Wollongong, Bathurst, or Parramatta (on-site hub)
• Required Pre-Employment Checks: 2 Professional Reference Checks, National Police Check, Working with Children Check (clearance status), and Departmental Screening (DOIS)

About the Role

Working in a high-volume, dynamic contact centre environment, you will serve as the first point of contact for enquiries spanning human resources, finance, business services, and core operational platforms. You will troubleshoot first-tier queries, navigate departmental policies, and route complex matters to specialised Centres of Expertise to keep school operations running smoothly.

Key Responsibilities

• Deliver exceptional, professional front-line customer support across phone, email, and digital portals in a fast-paced contact centre environment.
• Provide prompt, accurate advice and direction on general HR, finance, business administration, and operational systems queries.
• Triage, refer, and assign non-standard or complex enquiries to appropriate Centres of Expertise for specialised resolution.
• Accurately log, categorise, and update customer interaction records in enterprise CRM and ticketing databases in real time.
• Maintain up-to-date knowledge of relevant policies, procedures, and legislation to resolve enquiries efficiently at first contact.
• Meet and maintain individual and team contact centre KPIs (call quality, response times, accurate documentation).
• Handle sensitive identity, employee, and student information with discretion and strict confidentiality.

About You

• Proven background delivering high-level customer service in a contact centre, shared services, or fast-paced customer-facing environment (diverse professional backgrounds welcomed).
• Excellent verbal and written communication skills with the patience and empathy needed to support busy school principals, teachers, and corporate stakeholders.
• High digital literacy with the ability to navigate multiple software platforms, knowledge bases, and CRM databases simultaneously (verified with a strong alphanumeric typing score)
• Critical thinking skills to interpret policy, assess caller needs, and determine appropriate escalation pathways.
• Ability to manage steady call volumes with composure, personal accountability, and positive energy in an SLA-driven team setting.

Full availability to work a 35-hour week on a rotational 7.5-hour shift (including unpaid meal break) between 8:00 AM to 5:00 PM, Monday to Friday.

At Randstad, we are passionate about providing equal employment opportunities and embracing diversity to the benefit of all. We actively encourage applications from any background.

qualification

• Proven background delivering high-level customer service in a contact centre
• shared services
• or fast-paced customer-facing environment (diverse professional backgrounds welcomed).

working at

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