Senior Government Call Centre Advisor - Hybrid

Government client (agency undisclosed); Sydney; Hybrid; AUD 70,000 - 90,000; Full time

Job summary

Government client in Parramatta is seeking a Senior Call Centre Representative for a short-term contract running from 28 Sept 26 to 31 Dec 26. You will join a dynamic, high-performing team and work Monday to Friday, 8:30am to 5:00pm with a 50% hybrid arrangement.

You will handle enquiries via phone, email and online channels, investigate portal issues, provide planning guidance, escalate when needed, and liaise with internal teams to resolve queries.

Qualifications

• Minimum of two years’ experience in a contact centre environment.
• Experience within the government sector is desirable.
• Strong written and verbal communication skills.
• Ability to work across multiple systems simultaneously.
• Excellent customer service skills and attention to detail.

Responsibilities

• Respond to customer enquiries via phone, email, and online channels.
• Investigate Portal issues and determine next steps.
• Provide accurate information and guidance on planning processes.
• Escalate complex matters and ensure timely follow-up.
• Support customers with Portal and general planning enquiries.
• Triage calls, emails, and webforms for resolution or escalation.
• Liaise with internal teams and other agencies to verify information and assist customers.

Skills

Contact centre experience

Government sector

Communication skills

Multi-system proficiency

Customer service

Tools

CRM systems

Portal planning tools

Job description

Government client in Parramatta is seeking a Senior Call Centre Representative for a short-term contract running from 28 Sept 26 to 31 Dec 26. You will join a dynamic, high-performing team and work Monday to Friday, 8:30am to 5:00pm with a 50% hybrid arrangement.

You will handle enquiries via phone, email and online channels, investigate portal issues, provide planning guidance, escalate when needed, and liaise with internal teams to resolve queries.