Overview
Serco is a place where you can grow. Based onsite in Ballarat, you'll join a values-based team 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.
Benefits
Fully paid, 5 weeks full-time comprehensive on-the-job training at our contact centre
Ongoing training tailored to your personal and career development goals, including opportunities outside your current team or location
Access to our extensive benefits including our rewards and discounts program
Working in a friendly and diverse team with inclusivity and care at the heart of everything we do
Access to Sonder, our 24/7 Employee Assistance Program
What you'll do
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 we use, you'll actively listen to each caller to understand their needs and their enquiry.
As a Customer Contact Officer, you'll make a positive impact by:
Allocating calls to the most appropriate area or referral based on the caller's need with support from the system and work instructions we use
Making the referral path and transferring the caller to the most appropriate service, e.g. 000, Crimestoppers, etc.
Completing a crime report or other report types 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