Customer Contact Officer-victoria Police

2 weeks ago

Ballarat, Australia Serco Full time

EXCITING OPPORTUNITY WORKING WITH THE POLICE ASSISTANCE LINE

Do you have a passion for the community and delivering a high level of customer service whilst working close to home? We invite you to join our supportive team at Serco, based in Ballarat (onsite) who support to deliver important services to everyday Victorians on behalf of our State Government client.
- Employment Type: Permanent Part Time
- Training: 6 weeks full-time PAID training
- Roster: Operational 24/7 - we are looking for team members to fill a variety of shifts

**About You**
- Demonstrated experience providing quality customer service in a fast-paced environment
- The ability to competently navigate software platforms/ screens simultaneously
- Listen and communicate effectively and show empathy
- Maintain a calm, resilient composure
- Demonstrate the highest standards of professional conduct and support for others and work collaboratively in a team environment
- Be fully vaccinated against COVID-19 (Minimum of Two vaccinations) to ensure the safety and well-being of our people
- Hold Australian Citizenship or appropriate unrestricted work rights
- Be required to complete pre-employment checks including relevant security clearances, computer competency and cognitive assessments.

**About the Role**

As a Customer Contact Officer, you will respond and direct all inbound calls as well as complete online enquiries on behalf of our State Government client.

You will be part of our Contact Centre, which is a fast-paced, energetic environment where priorities can change frequently based on the demands of our customers.

Then using client systems and work instructions, you will:

- Allocate the call to the most appropriate area or referral based on the callers’ need and:

- Transfer the call as trained
- Complete any required reports in a timely manner

Important to know:

- You will be coached, supported and trained by our leaders to respond to calls from Victorian citizens for non-emergency situations. Sometimes callers share details that others may find distressing such as family violence, assault, death or injury. It’s important to note that whilst you may be exposed to this information, you will not need to handle these call types through to resolution.

**Benefits**

At Serco, we value the unique skills and experiences people bring to our organisation. We provide a range of benefits to support our paramount commitment to staff well-being, including:

- Fully paid, comprehensive on-the-job training at our contact centre
- Rewards and recognition program, including recognition and achievement awards and retail offerings (discounted health insurance, grocery vouchers, lifestyle benefits to name a few)
- Ongoing development tailored to your personal and career goals, including opportunities within the broader Serco business
- A supportive and diverse team with inclusivity and care at the heart of everything we do
- Access to our 24/7 Wellbeing programs including Employee Assistance Program for you and your family.

**About Us**

At Serco, not only is the nature of the work we do important, everyone has an important role to play, from caring for vulnerable people to managing complex public services.

We are a team of 50,000 people responsible for delivering essential public services around the world in areas including defence, justice, immigration, healthcare, facilities management and citizen services. We are innovators, committed to redesigning and improving public services for the benefit of everyone.

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