[Hiring] Customer Contact Officer @Serco Plc

Role Description

As a Customer Contact Officer, you will play a key role in delivering exceptional service by:

• Responding to inbound calls, providing accurate information and support
• Making outbound calls to follow up on enquiries and resolve outstanding issues
• Assisting customers with setting up and managing affordable, sustainable payment plans
• Following up on overdue lodgements and debts via phone, email, and written communication
• Navigating knowledge articles and procedures to deliver timely, accurate advice
• Escalating complex issues to the appropriate internal teams
• Maintaining detailed and accurate records of all 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.

Qualifications

• Thrive in a fast-paced environment and take pride in delivering accurate, professional and high-quality service when it matters most.
• Think quickly and stay focused, confidently navigating multiple screens, systems and sources of information while managing each interaction with care and attention to detail.
• Communicate with clarity and confidence, both verbally and in writing, with the ability to explain complex information in a way that is easy to understand.
• Listen, connect and show empathy, taking the time to understand what each customer needs and creating a positive experience—even in challenging situations.
• Stay calm under pressure, bringing resilience, sound judgement and composure to sensitive or difficult enquiries.
• Are a team player, bringing maturity, professionalism and a collaborative mindset while supporting colleagues and working together to achieve the best outcomes for the community.
• Are curious and proactive, eager to learn, embrace new information and use feedback to continually develop your skills and improve the way you work.

Requirements

• Complete pre-employment checks, including relevant security and Police clearances.
• Provide evidence of Australian citizenship, such as an Australian Passport, Australian Birth Certificate or Australian Citizenship Certificate.
• Complete online skills-based assessments as part of the recruitment process.
• Attend an information session to learn more about the role, what to expect and what it’s like working as a Customer Contact Officer supporting a government organisation.
• 100% work from home - as this is a fully remote role, you will be required to provide your own suitable equipment and have a dedicated, appropriate home office setup that meets the required standards.

Benefits

• $31.67 per hour
• 38 hours per week, full-time permanent position
• 100% work from home – no commuting required
• Monday to Friday shifts between 8:00 AM and 8:00 PM – no weekend work
• Fully remote role that saves you time and money on travel
• Up to 6 weeks of fully paid training, delivered from the comfort of your home
• Access to an extensive employee rewards and discounts program
• 24/7 Employee Assistance Program (EAP) available to you and your family