Public Service Contact Center Agent

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

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.