Customer Contact Officer

5 days ago

Ballarat, Australia Serco Plc Full time

Full Time, Part Time and Casual Customer Service roles available
Working with Victoria Police
Competitive remuneration + Additional benefits

About You
We are seeking resilient Customer Contact Officers to contribute to a supportive and engaging workplace culture whilst utilising your background in customer care. Your engaging phone manner and quick, yet measured thinking will help callers towards a resolution.
About the Role
Based in our contact centre in the heart of Ballarat, you will be supporting Victoria Police with the management of the Police Assistance Line (PAL) and Online Reporting (OLR). The PAL/OLR services provide additional channels for members of the public to report non-urgent crimes and events 24 hours a day, 7 days a week. They are designed to strengthen Victoria Police’s connection with the community and allow police officers to focus on urgent policing matters.
As a Customer Contact Officer, you will be taking calls from members of the public and promptly logging all Incidents in the relevant systems for correct outcomes to be achieved.

**Please note**: Although the contact centre is focussed on non-emergency enquiries, there is the requirement to triage emergency incidents and transfer to Police 000.

The highest levels of personal integrity, resilience and ethical behaviour
Ability to work within policy and procedure
Excellent customer service skills
Exceptional written and spoken communication skills
Ability to maintain confidentiality and impartiality
Ability to demonstrate composure and tolerance when handling difficult calls
Demonstrated skills in using multiple computer software systems including telephony and CRM.
Complete tasks under pressure and in an accurate and timely manner
Ability to ask relevant questions to ascertain and filter through information
Committed to continuous improvement and professional development
Availability to work Full Time or Part Time (minimum 25 hrs p/w) on a 24/7 roster
Availability for 25 days of paid Full Time training Monday to Friday at commencement of the role.
The right to work in Australia.
This is a position of trust and responsibility and to support this we will conduct a comprehensive police check, including fingerprint scanning.

About Us
We provide personal support to members of the community, to help them access a wide range of Government services, health insurance and public transport information, improve road safety and interpreter services. We provide an exceptional level of customer care across Australia and New Zealand to make a positive difference to people’s lives every day.

Join Us
Serco values of Trust, Care, Innovation and Pride underpin everything we do. We are curious, creative and collaborative. Our people help in ways that matter.

**NOTE**: Google Chrome is the preferred browser to access Serco careers website

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