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Form of workElevate your customer service career with Serco by joining our award-winning Contact Centre team supporting our Federal Government client. With opportunities to work from home, we are committed to providing a safe and supportive working environment within the current climate.
Stability: Permanent Full-Time opportunities with ability to convert to Part time once competency standards are met at completion of a 6 month qualifying period.
Training: 8 weeks full-time PAID training - 4 weeks online learning and 4 weeks consolidation on the phones
Roster: Operational Monday to Friday, 8 am to 8 pm
Requirements: Australian citizen
Benefits: We offer a range of attractive discounts on products and services.
Career development is a big opportunity here; a large portion of our support and management roles are occupied by team members who started on the phone in a Customer Contact Officer role.
Join a values-based organisation and do interesting work which matters in helping Australians access essential public services. We are seeking those with a combination of inbound and outbound customer service skills, so great communication skills coupled with a desire to learn new skills are essential.
About the Role
As a Customer Contact Officer, you will provide advice, assistance and support to customer enquiries on behalf of a Federal Government Agency.
You will be part of our Contact Centre, which is a fast-paced, energetic environment where priorities can change frequently based on the demands of our customers.
In this role, you will be making a difference in the lives of people with a disability and disability service providers by responding to inbound customer enquires via telephony, email & web chat channels
About You
- Must possess excellent written and verbal communicational skills
- Demonstrate the highest standards of professional conduct and support for others and work collaboratively in a team environment
- You can provide exceptional customer service
- Ability to navigate operational documents to find solutions to issues or problems and deliver confident advice, support and assistance to customers
- Ability to navigate multiple computer screens and information platforms. competently use a mouse, keyboard and PC simultaneously
- You are personally resilient, calm under pressure and can empathise with the 'voice of the customer'.
You will also need
- Australian citizenship and ability to provide proof of Australian citizenship (Australian Passport, Australian Birth Certificate, Proof of Citizenship)
- Capacity to complete pre-employment checks including relevant security and Police clearances
- Availability to work a rotating roster between 8am to 8pm Monday to Friday
- A safe and secure work space and work station in a secure space where you can undertake your duties (Photographic evidence of this space including an office desk and ergonomic chair must be provided).
Important to know
- Our team members answer inbound enquires from vulnerable customers . Sometimes customers share details that some people may find distressing or triggering such as family violence, assault, death or injury and self-harm. It’s important to note that from time to time you may be exposed to this information but you will not be required to handle these interactions. You’ll be trained on how to de-escalate and manage within our procedures and transfer these interactions to the most appropriate channel. Most importantly there are supports available for all our team members to assist with this aspect of the role
- 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.
Benefits
- At Serco, we value the unique skills and experiences people bring into our organisation. We provide a range of benefits to support our paramount commitment to staff wellbeing, including:
- Fully paid, comprehensive on-the-job training at one of our dedicated training centres
- Rewards and recognition program, including awards and retail discounts
- Ongoing training tailored for your personal and career development goals, including opportunities outside your current team or location
- A friendly and diverse team with inclusivity and care at the heart of everything we do
- Access to our 24/7 Employee Assistance Program, including immediate mental health and counselling support.
- You will also need to complete pre-employment checks including relevant security clearances, and psychometric profiling and be an Australian Citizen.
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.
