Customer Contact Officer

EXCITING OPPORTUNITY WORKING WITH THE POLICE ASSISTANCE LINE 

This position is on site in BALLARAT

Do you have a passion for the community and delivering a high level of customer service whilst working close to home? We invite you to join our supportive team at Serco, based in Ballarat (onsite) who support to deliver important services to everyday Victorians on behalf of our State Government client. 

• Employment Type: Permanent Full-Time (38 hours/week) 
• Training: 6 weeks full-time PAID training 
• Roster: Operational 24/7 – we are looking for team members to fill a variety of shifts 
• Benefits: a range of attractive discounts on products and services through our Benefits program and career development opportunities 

Join a values-based organisation 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.  

About the Role 

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 called Knowledge, you will actively listen to each caller to understand their needs and their enquiry. 

Then using Knowledge/work instructions and your great customer service skills, you will: 

1. Allocate the call to the most appropriate area or referral based on the callers’ need and: 
2. make the referral path and transfer the caller to the most appropriate service (000, Crimestoppers., etc) or 
3. complete a crime or other report type 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.  

About You 

As a Customer Contact Officer with Serco, you will 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 ensure your success you will 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 
• Maintain a calm, resilient composure  
• Demonstrate the highest standards of professional conduct and support for others and work collaboratively in a team environment 
• An interest in learning new information and embracing feedback on the job 

Successful candidates will also: 

• Be fully vaccinated against COVID-19 (Minimum of Two vaccinations) to ensure the safety and well-being of our people 
• Hold Australian Citizenship or appropriate unrestricted work rights 
• Be required to complete pre-employment checks including relevant security clearances, computer competency and cognitive assessments. 

Benefits 

At Serco, we value the unique skills and experiences people bring to our organisation. We provide a range of benefits to support our paramount commitment to staff well-being, including: 

• Fully paid, comprehensive on-the-job training at our contact centre 
• Rewards and recognition program, including recognition and achievement awards and retail offerings (discounted health insurance, grocery vouchers, lifestyle benefits to name a few) 
• Ongoing development tailored to your personal and career goals, including opportunities within the broader Serco business 
• A supportive and diverse team with inclusivity and care at the heart of everything we do 
• Access to our 24/7 Wellbeing programs including Employee Assistance Program for you and your family. 

About Us 

At Serco, not only is the nature of the work we do important, everyone has an important role to play, from caring for vulnerable people to managing complex public services. 

We are a team of 50,000 people responsible for delivering essential public services around the world in areas including defence, justice, immigration, healthcare, facilities management and citizen services. We are innovators, committed to redesigning and improving public services for the benefit of everyone. 

Apply now - Join us and make a difference every day 

We are committed to diversity and we encourage people to apply from different backgrounds. By joining Serco you will have access to our Global Employee Networks – SercoInspire (Gender), SercoEmbrace (Multicultural), SercoUnlimited (Disability) and In@Serco (LBGTI+) Serco Employee Networks, led by colleagues who are passionate about diversity, inclusion and belonging.