Customer Contact Officer

100% remote Work from Home opportunity
- Paid Training
- Be part of a team making a real difference in our communities

**Serco is a place where you can grow**

Join a team of 12,000+ professionals across ASPAC and experience a place of challenge, opportunity, and reward.

We offer lots of headroom for you to grow and flexible benefits to suit you in every stage of your life and career, including:

- We offer 100% work from home with the potential to work from our Dandenong office based on site capacity at the time
- Fully paid, 8 weeks full-time comprehensive on-the-job training conducted virtually
- Access to our extensive benefits including our rewards and discounts program
- Working in a friendly and diverse team with inclusivity and care at the heart of everything we do
- Access to Sonder, our 24/7 Employee Assistance Program
- Career development. A large portion of our support and management roles are occupied by team members who started in a Customer Contact Officer role

**Make an impact at Serco**

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

We offer comprehensive training, a supportive work environment, and opportunities for growth.
- As a Customer Contact Officer, you’ll make a positive impact by:_
- Making a difference in the lives of people with a disability and disability service providers
- Providing advice, assistance and support to customer enquiries on behalf of a Federal Government Agency

**Serco is a place for you**

We are seeking those with exceptional customer service skills, so great communication skills coupled with a desire to learn new skills are essential.
- To be successful in this role you’ll have:_
- The ability to deliver brilliant customer service
- Excellent written and verbal communicational skills
- Desire to support, communicate and work with people from diverse linguistic and cultural backgrounds.
- Experience working with people with disabilities, health or social work, or worked to support a vulnerable population (preferred but not essential)
- Ability to be a self-starter, self-motivate and comfortable with the use of technology to stay connected (e.g. comfortable virtual team meetings, virtual training, virtual coaching, etc.)
- The ability to demonstrate the highest standards of professional conduct and support for others and work collaboratively in a team environment
- The ability to navigate operational documents to find solutions to issues or problems and deliver confident care, advice, support, and assistance to customers
- The ability to navigate multiple computer screens and information platforms, competently use a mouse, keyboard, PC, systems and processes simultaneously
- The ability to be resilient, stay calm under pressure and can empathise with the 'voice of the customer'
- Previous contact centre experience will be well regarded but not essential
- Please note, to be considered for this role, you must also:_
- Be available to work a rotating roster between 8am to 8pm Monday to Friday
- Have a safe and secure workspace and workstation in a secure space where you can undertake your duties (Photographic evidence of this space including an office desk and ergonomic chair must be provided)
- Have the capacity to complete a pre-employment checks including relevant security and Police clearance
- Be an Australian citizenship and ability to provide proof of Australian citizenship (Australian Passport, Australian Birth Certificate, Proof of Citizenship)
- Complete a skills assessment so that we can learn more about you whilst you learn more about the role.
- Attend an information session about the role

**Important to know**

Our team members answer inbound enquiries from vulnerable customers. Sometimes customers share details that some people may find distressing or triggering, such as family violence, assault, death or injury and self-harm.

From time to time, you may be exposed to this information, but you will not be required to handle these interactions.

You’ll be trained on how to de-escalate and manage within our procedures and transfer these interactions to the most appropriate channel.

Most importantly there are supports available for all our team members to assist with this aspect of the role.

You will receive regular check-ins with your Team Leader and be provided with resources to seek help and build your own tailored personal wellbeing plan.

As a fast-growing and successful global company, Serco’s services span across the areas of justice, migration, defence, space, customer services, health, and urban mobility.

In joining us, you’ll be part of a highly supportive culture with trusted leaders that will help you achieve your goals.

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