Contact Centre Operator

2 weeks ago

Parramatta, New South Wales, Australia APG Workforce Full time $60,000 - $80,000 per year
Job Title: Call Centre Operator – Service NSW (iCare Stream)

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About the Role
Service NSW is seeking two experienced Call Centre Operators to join the iCare stream based at the Parramatta Contact Centre. This role is perfect for motivated individuals with a strong customer service background who are looking to contribute to a high-performing government team.

Key Responsibilities

  • Deliver high-quality customer service via inbound calls
  • Navigate multiple systems to provide accurate and timely information
  • Maintain strong written and verbal communication with customers
  • Work efficiently in a fast-paced, structured contact centre environment
Roster Details
  • Rotating roster between 7:00am – 7:00pm, Monday to Friday (excludes public holidays)
  • Contractors will follow a 4-week rotating schedule:
    • One early shift period (e.g. 7am start)
    • One mid-shift period (e.g. 9–10am start)
    • One late shift period (e.g. 11am start)
  • You will not repeat the same shift for consecutive rosters
What We're Looking For
  • 2–3 years' experience in customer service (call centre, admin, or retail)
  • Excellent written and verbal communication skills
  • Intermediate computer proficiency:
    • Typing, monitor and mouse navigation
    • Email etiquette
    • Microsoft Outlook and Teams
  • Technically savvy and quick to learn new systems
  • Prior experience in a government or office environment is highly desirable
Training and Support
  • Initial Training: 2 weeks (classroom style – full attendance required)
  • Nesting Period: 12 weeks (on-the-job support with SMEs)
  • Assessment: Progress will be reviewed to determine readiness for independent work
    Note: Failure to meet training benchmarks may result in early contract termination.
How to Applyapply now

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