Customer Contact Officer

Job Req ID: 311117 Posting Start Date: 11 Aug 2026 Location: Contract Type: Full Time Job Advertisement: Serco is a place where you can grow Your impact makes a meaningful difference, and we're committed to supporting your professional and personal goals. You’ll also have access to flexible benefits designed to support your wellbeing and growth, including: $30.27 per hour with permanent full-time employment (38 hours per week). Monday to Friday roster with shifts between 8:00 AM and 8:00 PM —no weekend work. 100% remote role , giving you the flexibility to work from home while saving time and commuting costs. 23 business days of paid, full-time training , delivered remotely so you can learn from the comfort of your home. Access to Serco's rewards and discounts program , offering savings across a wide range of retailers and services. 24/7 Employee Assistance Program (EAP) , providing confidential support for you and your immediate family. Opportunities to learn, grow, and build a meaningful career with a global organization committed to making a positive impact. 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, offering clear and accurate information to assist customers Conducting outbound calls to follow up on enquiries, resolve issues and collect necessary details Navigating operating procedures and knowledge articles to provide timely and accurate information to customers regarding our client’s public service. Keeping detailed and accurate records of customer interactions Serco is a place for you You could be a great fit if you 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 work with Serco, you’ll also 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 a behavioural and computer assessment Attend an information session that describes what it’s like to work in a virtual contact centre As this is a work from home role you will be required to provide 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!