Customer Contact Officer

About the role

Serco is seeking a Customer Contact Officer to join its Queensland team. This fully remote, permanent position involves handling inbound and outbound calls, assisting customers with payment plans, and managing debt‑related enquiries.

Key responsibilities

• Answer inbound calls, provide accurate information and support.
• Make outbound calls to follow up on enquiries and resolve outstanding issues.
• Assist customers in setting up and managing affordable, sustainable payment plans.
• Follow up on overdue lodgements and debts via phone, email, and written communication.
• Navigate knowledge articles and procedures to deliver timely, accurate advice.
• Escalate complex issues to internal teams and maintain detailed records of all interactions.

Required profile

• Ability to thrive in a fast‑paced environment and deliver high‑quality service.
• Strong verbal and written communication skills, with the capacity to explain complex information clearly.
• Empathy and resilience when handling emotionally complex or challenging conversations.
• Team‑player mindset, professionalism and collaborative approach.

Required skills

• Proficiency in using multiple screens, systems and information sources simultaneously.
• Ability to follow documented procedures and maintain accurate interaction records.

What we offer

• $31.67 per hour for a 38‑hour week, full‑time permanent.
• 100% work‑from‑home arrangement – no commuting.
• Up to 6 weeks of fully paid training delivered remotely.
• Flexible Monday‑to‑Friday shifts between 8:00 AM and 8:00 PM, no weekend work.
• Access to flexible benefits, employee rewards, discounts and a 24/7 Employee Assistance Program.