Customer Contact Officer

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:

• Fully paid, 5 weeks full-time comprehensive on-the-job training at our contact centre
• Ongoing training tailored to your personal and career development goals, including opportunities outside your current team or location
• 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

Make an impact at Serco

Based onsite in Ballarat, you'll join a values-based team and do interesting work which matters in helping Victorians access essential public services.

Creating a positive and consistent experience for every customer through every interaction is at the heart of what we do.

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.

Guided by and following work instructions provided by the system we use, you'll actively listen to each caller to understand their needs and their enquiry.

As a Customer Contact Officer, you'll make a positive impact by:

• Allocating calls to the most appropriate area or referral based on the callers' need with support from the system and work instructions we use
• Making the referral path and transfer the caller to the most appropriate service, e.g. 000, Crimestoppers., etc.
• Completing a crime report or other report types in a timely manner

Important to know

Our team members answer inbound phone 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.

The task requires you to follow prescribed work instructions and transfer these calls to the most appropriate channel.

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.

Serco is a place for you

As a Customer Contact Officer, you'll be servicing customer inbound and making outbound calls on behalf of our Victorian Government client.

Your passion for supporting customers and ability to communicate effectively will assist with resolving enquiries and creating a positive experience for our customers.

To be successful in this role you'll have:

• Demonstrated experience providing high quality customer service in a fast-paced environment
• The ability to competently navigate software platforms/screens simultaneously
• Listen and communicate effectively and show empathy
• The ability to maintain a calm, resilient composure
• Demonstrated experience in the highest standards of professional conduct, supporting others and working collaboratively in a team environment
• An interest in learning new information and embracing feedback on the job

To be considered for this role, you must be:

• An Australian Citizen or hold an appropriate unrestricted work rights
• Willing to complete pre-employment and security checks, along with computer competency and cognitive assessments
• As a fast-growing and successful global company, Serco's services span across the areas of justice, 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.

Are you ready to do important work that really matters?

At Serco, we bring together the right people, the right technology, and the right partners to create impactful solutions that address some of the world's most urgent and complex challenges.

We focus on serving governments all over the globe. The work we do has touched the lives of millions in Australia, New Zealand, and Hong Kong, and offers unique opportunities to leverage your skills across our core capabilities in health, defence, maritime, justice, immigration, and community services.

We seek and celebrate diversity and encourage applications from all backgrounds and cultures including Aboriginal and Torres Strait Islander people, LGTBQI+, veterans and people with disability.

By joining Serco you'll have access to Employee Networks led by colleagues who are passionate about diversity, inclusion and belonging.

Impact a better future at Serco.