Customer Contact Officer

About the role

Serco is seeking a Customer Contact Officer to join its public‑service contact centre team. After completing six weeks of full‑time training at the Varsity Lakes centre, you can work from home, the office, or a hybrid mix while delivering high‑quality support to customers.

Key responsibilities

• Answer inbound calls, providing clear and accurate information to assist customers.
• Make outbound calls to follow up on enquiries, resolve issues and gather required details.
• Navigate operating procedures and knowledge articles to deliver timely, precise information.
• Maintain detailed and accurate records of all customer interactions.

Required profile

• Strong attention to detail and accuracy when interacting with customers.
• Excellent verbal and written communication skills.
• Ability to handle multiple screens and information systems simultaneously.
• Calm, resilient approach to handling enquiries.
• Commitment to teamwork, professionalism and continuous learning.

Required skills

• Proficiency in using computer systems and navigating multiple applications.

What we offer

• Hourly rate of $35.76 (including 25% casual loading).
• Flexible weekday shifts (8 am‑8 pm) with 20‑30 hours per week, up to 38 hours as needed.
• Option to work remotely, onsite or hybrid after training.
• Access to flexible benefits, employee assistance program and rewards discounts.
• Comprehensive training and development opportunities.