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:

- Fully paid, 5 weeks full-time comprehensive on-the-job training at our contact center

- 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

Make an impact at Serco

Based on site in Ballarat, you’ll join a value-based team and do interesting work which matters in helping Victorians access essential public services

Providing a positive, consistent and accessible experience for the members of the community, across every interaction, is at the heart of everything we 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:

- Assessing callers’ needs and directing calls to the most appropriate area or service, using established systems, processes and work instructions

- Identifying the appropriate referral pathway and transferring callers to the relevant service, such as 000, Crime Stoppers, or other specialised services

- Accurately and efficiently completing crime reports and other types of reports within required timeframes

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 transfer these calls to the most appropriate channel

You will receive regular check-ins with your Team Leader and be provided with resources to seek help and build your own tailored personal wellbeing plan

Serco is a place for you

As a Customer Contact Officer, you’ll be servicing customer inbound and making outbound calls on behalf of our Victorian Government client

Your passion for supporting customers and ability to communicate effectively will assist with resolving enquiries and creating a positive experience for our customers

As a fast-growing and successful global company, Serco’s services span across the areas of justice, defense, space, customer services, health, and urban mobility

In joining us, you’ll be part of a highly supportive culture with trusted leaders that will help you achieve your goals

You could be a great fit if you have:

- Thrive in a fast-paced environment and take pride in delivering skilled, high-quality service when it matters most

- Think quickly and stay focused,



confidently navigating multiple systems and screens while managing each interaction with accuracy and care

- Listen, communicate and connect with people, using empathy and understanding to make every interaction a positive one

- Stay calm under pressure, demonstrating resilience, composure and sound judgement when dealing with challenging or sensitive situations

- Bring professionalism and a team-first mindset, supporting your colleagues and working collaboratively to achieve the best outcome for the community

- Are curious and eager to learn, embracing new information, developing your skills and using feedback to continually improve

To be considered for this role, you must be:

- An Australian Citizen / NZ Citizen or must hold an appropriate unrestricted work right

- Willing to complete pre-employment and security checks, along with computer competency and cognitive assessments

- Must be able to accommodate to 24/7 rotating roster

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, defense, maritime, justice, 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.

📌 Customer Contact Officer (Ballarat)
🏢 Serco
📍 Ballarat