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CasualLocation: Varsity LakesQLDSerco is a place where you can growJoin 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:$37.80 per hour (includes 25% casual loading)Weekday shifts between 8:00 AM to 8:00 PM no weekend workApproximately 20 30 hours per week, with capacity to increaseup to 38 hours, subject to business requirements, and a break over the December and January holiday period to rechargeComplete 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 modelAccess to our extensive benefits including our rewards and discounts programAccess to our 24/7 Employee Assistance Program for you and your familyMake an impact at SercoAs a Customer Contact Officer, you will play a key role in delivering exceptional service by:Responding to inbound calls, providing accurate information and supportMake outbound calls to follow up on enquiries and resolve outstanding issuesAssist customers with setting up and managing affordable, sustainable payment plansFollow up on overdue lodgements and debts via phone, email, and written communicationNavigate knowledge articles and procedures to deliver timely, accurate adviceEscalate complex issues to the appropriate internal teamsMaintain detailed and accurate records of all customer interactionsImportant to Note:This position involves handling debt related matters. At times, you may engage in conversations that are emotionally complex or challenging. Youll be fully supported by your team leader, peers, and Sercos resources to help navigate these discussions with confidence and care.To be successful in this role youll have:Strong attention to detail and accuracy when interacting with customersExcellent communication skills, both verbal and written to explain complex information clearlyThe ability to navigate multiple screens and information systems simultaneouslyA calm and resilient approach when handling customer enquiriesA strong commitment to teamwork and professionalismA proactive mindset, eager to learn and apply feedbackTo join our team, youll be required to:Complete a pre-employment check including relevant security and Police clearancesProvide evidence of Australian citizenship (Australian Passport, Australian Birth Certificate, Proof of Citizenship)Complete Online skill-based assessmentsAttend an information session that describes what its like to work in a virtual contact centreIf you wish to work from home after completing training, youll need to supply your own equipment and have a suitable home office setupAre 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 worlds 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, New Zealand, and Hong Kong, 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 youll have access to Employee Networks led by colleagues who are passionate about diversity, inclusion and belonging. #J-18808-Ljbffr