Customer Contact Officer

• Succeed in making a meaningful difference to the lives of people living with disabilities. 
• Fully remote roles to support your lifestyle, work preferences or disability. 
• Progress your career with a global service provider. 

The Opportunity 

As part of our team you’ll represent a Federal Government agency delivering services and support to over 600,000 Australian’s living with a disability. You’ll display resilience, professionalism, and empathy as you respond and handle inbound customer interactions by telephone and email. 

Here at Serco we take pride in serving governments around the world – by joining our team you’ll be 1 of of 10,000+ professionals across ASPAC delivering a range of services in environment that offers challenge, opportunity, and reward. 

What will you do? 

As a Customer Contact Officer, you’ll make a positive impact to the lives of people with disabilities by:  

• Responding to inbound telephony and email inquiries regarding supports and services associated with our client’s public service. 
• Navigating operating procedures and knowledge articles to provide timely and accurate information to customers regarding our client’s public service. 
• Summarising customers interactions in writing in our operating system and database 

To set you up for success, you’ll be supported by a team of trainers, coaches and team leaders as you complete  comprehensive training & development designed to give you the skills and confidence to handle enquires successfully. 

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

• 100% work from home or the potential to work from our Dandenong contact centre  (VIC) 
• Access to our extensive benefits including our rewards and discounts program   
• 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   

Does this sound like you?  

If you are passionate about delivering exceptional customer services and you possess the following; 

• Effective written and verbal communication skills 
• Resilience, empathy and understanding of customer emotions and situations 
• Ability to navigate multiple screens and information systems efficiently and effortlessly and 
• Be comfortable working within defined processes and operating procedures 

Then this role is for you! 

The Ts and Cs 

To work with Serco you’ll also be required to  

• Complete a pre-employment check including relevant security and Police clearance  
• Have a safe and secure location to work from (i.e a home office, photographic evidence required) 
• Provide evidence 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 that describes what its like to work in a virtual contact centre 

Diversity and Inclusion 

We are a workplace that actively advocates and welcomes people with disabilities. We’re committed to providing accommodations to ensure a comfortable and productive work environment for everyone. All applicants, including people with disabilities, are encouraged to express interest and share their unique requirements with us. 

Your wellbeing 

We answer enquires from vulnerable customers. Sometimes customers share information that may be triggering or distressing for some people. This could be family violence, assault, suicide or  self-harm.   

From time to time, you may be exposed to this information, however you’ll be trained on how to de-escalate and manage these interactions and to escalate and refer these interactions appropriately,   Most importantly there are supports available for all our team members to assist with this aspect of the role. Self care plans form part of our support mechanisms and you will receive regular check-ins with your Team Leader