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Customer Contact Officer

Serco Plc - Ballarat Central, VIC

Customer Service & Call Centre
Source: uWorkin


Full Job Description
We are now seeking expressions of interest for an excellent opportunity to use your range of skills and knowledge within an inbound contact centre environment.
About You
We are seeking resilient Customer Contact Officers to contribute to a supportive and engaging workplace culture whilst utilising your background in customer care. Your engaging phone manner and quick, yet measured thinking will help callers towards a resolution.
About the Role
This role is based in our contact centre in the heart of Ballarat, supporting Victoria Police with the management of The Police Assistance Line. You will be taking calls from members of the public and promptly logging all Incidents in the relevant systems for correct outcomes to be achieved.
The Police Assistance Line is a dedicated public phone number for people to make non-urgent or non-emergency reports to police any time of the day. These calls are answered and triaged by our contact centre, staffed by police and civilian employees. The Police Assistance Line is closely complemented by the Online Reporting platform.
Please note: Although the contact centre is focussed on non-emergency enquiries, there is the requirement to triage emergency incidents and transfer to Police 000.

Successful candidates will have the following attributes:
The highest levels of personal integrity, resilience and ethical behaviour
Ability to work within policy and procedure
Excellent customer service skills
Exceptional written and spoken communication skills
Ability to maintain confidentiality and impartiality
Ability to demonstrate composure and tolerance when handling difficult calls
Demonstrated skills in using multiple computer software systems including telephony and CRM.
Complete tasks under pressure and in an accurate and timely manner
Ability to ask relevant questions to ascertain and filter through information
Committed to continuous improvement and professional development
Availability to work on a 24/7 roster
Availability for 10 days Full Time training Monday to Friday at commencement of the role.
The right to work in Australia.
This is a position of trust and responsibility and to support this we will conduct a comprehensive police check, including fingerprint scanning.
About Us
At Serco, you’ll be part of a team of more than 50,000 people delivering essential services on behalf of governments and organisations around the world. We apply world's best practice, insights and technology across six key sectors: Citizen Services, Defence, Healthcare, Immigration, Justice and Transport. But no matter your role or where you’re based, we each share the same goal - to bring service to life to make a positive difference every day. To learn more please visit

Join Us
If you are inspired to make a positive difference and would like to be considered for this opportunity, please submit your application by clicking the 'Apply Now' button.

Serco values of Trust, Care, Innovation and Pride underpin everything we do. We are curious, creative and collaborative. Our people help in ways that matter.

We are committed to diversity and we encourage people to apply from different backgrounds. By joining Serco you will have access to our Global Employee Networks - SercoInspire (Gender), SercoEmbrace (Multicultural), SercoUnlimited (Disability) and In@Serco (LBGTI+) Serco Employee Networks, led by colleagues who are passionate about diversity, inclusion and belonging.

NOTE: Google Chrome is the preferred browser to access Serco careers website

Ballarat Central, VIC

Customer Service & Call Centre


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