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Please Note, We're currently recruiting for our next intake commencing in January 2026.
Serco is a place where you can grow
Join a team of 12,000+ professionals across APAC and experience a place of challenge, opportunity and reward.
As part of our team, you will represent a Federal Government agency delivering services and supporting Australians with debt-related enquiries. You will help customers understand their obligations, set up manageable payment arrangements and provide guidance with empathy and clarity.
We offer lots of opportunity for you to grow and flexible benefits to suit you in every stage of your life and career, including:
A competitive hourly rate of $37.80 per hour (includes 25% casual loading)
Weekday shifts between 8:00 AM to 8:00 PM - no weekend work
Approximately 20 - 30 hours per week, with capacity to increase up to 38 hours, subject to business requirements
Complete 6 weeks of full-time Paid training at our Varsity Lakes contact centre, then enjoy the flexibility of working from home, office or a hybrid model
Access to our extensive benefits including our rewards and discounts program
Access to our 24/7 Employee Assistance Program for you and your family
Make an impact at Serco
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
Key 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.
To be successful in this role you’ll have:
Strong attention to detail and accuracy when interacting with customers
Excellent communication skills, both verbal and written to explain complex information clearly
The ability to navigate multiple screens and information systems simultaneously
A calm and resilient approach when handling customer enquiries
A strong commitment to teamwork and professionalism
A proactive mindset, eager to learn and apply feedback
To join our team, you’ll be required to:
Complete a pre-employment check including relevant security and Police clearances
Provide evidence of Australian citizenship (Australian Passport, Australian Birth Certificate, Proof of Citizenship)
Complete Online skill-based assessments
Attend an information session that describes what it’s like to work in a virtual contact centre
If you wish to work from home after completing training, you’ll need to supply your own equipment and have a suitable home office setup
Are you ready to do important work that really matters?
At Serco, we bring together the right people, the right technology and the right partners to create impactful solutions that address some of the world’s most urgent and complex challenges.
We focus on serving governments all over the globe. The work we do has touched the lives of millions in Australia and New Zealand and offers unique opportunities to leverage your skills across our core capabilities in health, defence, maritime, justice, immigration and community services.
We seek and celebrate diversity and encourage applications from all backgrounds and cultures including Aboriginal and Torres Strait Islander people, LGTBQI+, veterans and people with disability.
By joining Serco you’ll have access to Employee Networks led by colleagues who are passionate about diversity, inclusion and belonging.
Impact a better future at Serco !
Unlock job insights
Salary match Number of applicants Skills match
Government & Defence More than 10,000 employees
We bring together the right people, the right technology and the right partners to create innovative solutions that make positive impact and address some of the most urgent and complex challenges facing the modern world.
With a primary focus on serving governments around the world, Serco’s operations in Asia Pacific span defence, maritime, healthcare, justice and immigration, transport and community services. Our core capabilities include service design and advisory, resourcing, complex programme management, systems integration, case management, engineering and, asset and facilities management.
We bring together the right people, the right technology and the right partners to create innovative solutions that make positive impact and address some of the most urgent and complex challenges facing the modern world.
With a primary focus on serving governments around the world, Serco’s operations in Asia Pacific span defence, maritime, healthcare, justice and immigration, transport and community services. Our core capabilities include service design and advisory, resourcing, complex programme management, systems integration, case management, engineering and, asset and facilities management.
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Perks and benefits Enjoy doing meaningful and vital work A world of opportunity awaits Work with great people Access to Serco's Global Employee Networks Paid community service and Reservists leave 24/7 Employee Assistance Program Serco Flex
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