Shared Services Support Officer

Chandler Macleod Group; Wagga Wagga; On-site; AUD 44,000 - 63,000; Full time

Benefits offered by this job

Hourly pay

Superannuation

Full-time hours

High-volume environment

Job summary

Chandler Macleod Group is seeking a Shared Services Support Officer in Wagga Wagga to be the first point of contact for customer enquiries across multiple channels. The role supports tier 0/1 services in a fast-paced centre with processes and telephony tools.

The assignment is full-time with 35–40 hours per week, ASAP start, and an expected duration of about three months, offering a hands-on opportunity to work within a high-volume, process-driven service environment.

Qualifications

• Demonstrated experience in customer-centric roles such as contact centre or shared services.
• Excellent communication and a courteous, empathetic manner.
• Able to manage high volumes of enquiries and transactions with accuracy.
• Comfortable learning new software and tools across multiple systems.
• Capable of working independently to meet targets while supporting the team.

Responsibilities

• Handle multi-channel customer enquiries and resolve at first contact where possible.
• Provide high-quality service with clear, accurate responses.
• Process transactions using established procedures and knowledge articles.
• Escalate complex enquiries with timely progress updates to customers.
• Triage work using multiple systems and telephony/technology solutions.
• Collaborate with the team to share knowledge and drive improvements.
• Meet individual KPIs while participating in quality and performance discussions.

Skills

Customer-centric service

Strong communication

High-volume handling

Multi-system proficiency

Independent work

Job description

About the role

A Shared Services Support Officer is required for a busy, fast-paced service centre environment based in Wagga Wagga. The role is the first point of contact for customer enquiries across multiple channels and processes a range of transactions using defined processes, systems and telephony tools to support delivery of tier 0 / tier 1 services.

This full-time assignment offers 35–40 hours per week. This role is offering an ASAP start with a duration of approx 3 months.

Duties

• Multi-channel customer enquiries are managed and resolved at first contact where possible.
• High-quality customer service is delivered by interpreting enquiries and providing clear, accurate responses in a shared services environment.
• Transactions are processed accurately and efficiently using established procedures and knowledge articles to ensure consistent outcomes.
• Complex enquiries and transactions are escalated as required, with progress updates provided to customers.
• Multiple systems and telephony/technology solutions are used to triage work, manage tasks, enter data and maintain accurate records.
• Team outcomes are supported through collaboration, knowledge sharing and continuous improvement.
• Participation in quality assessments and operational/performance discussions is maintained, with individual KPIs met as assigned.

Skills and experience

• Demonstrated experience in a customer-centric service environment (contact centre, service centre, shared services, corporate services, or managed services).
• Strong communication skills and a courteous, empathic approach to customer interactions.
• Ability to manage high volumes of varied enquiries/transactions while maintaining accuracy and service quality.
• Confidence working across multiple computer systems, with the ability to learn new tools and processes quickly.
• Ability to work independently to meet targets while contributing to team performance

Benefits

• $38.89/hr + super.
• Full-time hours in a structured shared services environment.
• Opportunity to build experience in a high-volume, process-driven service centre.