Customer Contact Officer

Please note: We are only accepting applications from candidates who currently reside in Queensland, within one hour's commute of our Varsity Lakes office.

Serco is a place where you can grow
Join a team of 12,000+ professionals across APAC and experience a place of challenge, opportunity and reward. As part of our team, you will represent a Federal Government agency delivering services and supporting Australians with debt-related enquiries. You will help customers understand their obligations, set up manageable payment arrangements and provide guidance with empathy and clarity.

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

• $37.80 per hour (includes 25% casual loading)
• This role operates on weekday shifts from 8:00 AM to 8:00 PM, with no weekend hours required
• Approximately hours per week, with capacity to increase to up to 38 hours, subject to business requirements, and a break over the December and January holiday period to recharge
• Complete 6 weeks of full-time training at our Varsity Lakes contact centre, then enjoy the flexibility of working from home, or from office or a hybrid model
• Access to our extensive benefits including our rewards and discounts program
• Access to our 24/7 Employee Assistance Program for you and your family

Make an impact at Serco
As a Customer Contact Officer, you will play a key role in delivering exceptional service by:

• Respond to inbound calls, providing accurate information and support
• Make outbound calls to follow up on enquiries and resolve outstanding issues
• Assist customers with setting up and managing affordable, sustainable payment plans
• Follow up on overdue lodgements and debts via phone, email, and written communication
• Navigate knowledge articles and procedures to deliver timely, accurate advice
• Escalate complex issues to the appropriate internal teams
• Maintain detailed and accurate records of all customer interactions
• Keeping detailed and accurate records of customer interactions

Important to Note:
This position involves handling debt related matters. At times, you may engage in conversations that are emotionally complex or challenging. You'll be fully supported by your team leader, peers, and Serco's resources to help navigate these discussions with confidence and care.

To be successful in this role you'll have:

• Strong attention to detail and accuracy when interacting with customers
• Excellent communication skills, both verbal and written to explain complex information clearly
• The ability to navigate multiple screens and information systems simultaneously
• A calm and resilient approach when handling customer enquiries
• A strong commitment to teamwork and professionalism
• A proactive mindset, eager to learn and apply feedback

To join our team, you'll be required to:

• Complete a pre-employment check including relevant security and Police clearances
• Provide evidence of Australian citizenship (Australian Passport, Australian Birth Certificate, Proof of Citizenship)
• Complete a behavioural and computer assessment
• Attend an information session that describes what it's like to work in a virtual contact centre
• If you wish to work from home after completing training, you'll need to supply your own equipment and have a suitable home office setup

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.