About TIS National

TIS National, a service of the Department of Home Affairs, plays a vital role in connecting people across cultures and languages. We are seeking reliable and motivated Contact Centre Operators to join our fast-paced operations team. By joining TIS National, you’ll contribute to national priorities in multicultural access and equity, ensuring every voice is heard.

About the role

As a Contact Centre Officer, you will be responsible for answering inbound calls and coordinating immediate telephone interpreting services in a fast-paced environment.

Key Responsibilities

- Answer inbound calls from non-English speakers and clients
- Register and allocate interpreters to client requests efficiently
- Accurately record call details for invoicing purposes
- Deliver high-quality customer service to culturally and linguistically diverse clients
- Liaise with interpreters, clients, government departments, and external agencies
- Meet KPIs including average handling time, adherence, allocation
- Contribute to service improvements, policies, and operational processes
- Build strong working relationships across teams

What We’re Looking For

In addition to being an Australian citizen and able to obtain a Baseline Security Clearance, you will bring:

- A reliable and dependable work ethic
- Proven experience in a Contact Centre or customer service workplace
- Ability to thrive in a structured, KPI-driven environment while delivering high-quality service
- Excellent communication skills and strong attention to detail
- Team-focused attitude




- Reliability, resilience and a commitment to attendance and rostered shifts
- A willingness to learn and work within established procedures and performance expectations
- Experience with Microsoft Office Suite

Position Details

- Casual temporary opportunity with potential for ongoing APS contracts
- Variable rotating roster (7:00am - 7:00pm)
- 100% office-based in Docklands with possibilities to work from home
- Comprehensive training, coaching, and ongoing support provided

Why Join Us?

- Attractive hourly pay and consistent hours
- Gain valuable experience serving the community within the Australian Public Service
- Work in a meaningful role supporting Australia’s multicultural community
- Inclusive, supportive team culture with structured training and professional development
- Opportunities for development, training, and career progression

DFP welcomes applications from Aboriginal and Torres Strait Islander people, people with diverse cultural and linguistic backgrounds and people with disability. In addition, DFP will provide reasonable adjustments for individuals with disability throughout the recruitment process. If you identify as a person with disability and require adjustments to the application, recruitment, selection and/or assessment process, please advise via [email protected] or 1300 337 000 and indicate your preferred method of communication (email, phone, text) so we can keep in touch and meet your accessibility needs.

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📌 Contact Centre Officer (Melbourne)
🏢 Dfp Recruitment
📍 Melbourne