Client Contact & Call Centre Coordinator
Various locations - open to Sydney, Melbourne, Brisbane or Canberra
Full Time opportunity - Hybrid working
Working Monday - Friday, 8:00am - 4:00pm
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 benefits designed to support your wellbeing and growth, including:
Opportunities for professional growth and development
Supportive leaders and a collaborative team culture
Flexible benefits to support your wellbeing
Opportunities to contribute to meaningful community services
A diverse and inclusive workplace where everyone matters
Long-term career opportunities within a government-backed contract
Make an impact at Serco
As a Client Contact Coordinator, you'll deliver high-quality, trauma-informed and person-centred client contact and intake services in line with program intent, contractual requirements, legislation and best practice.
You'll serve as a primary point of contact for RRAP enquiries and support prospective applicants through intake and referral processes.
Working closely with Caseworkers, Senior Caseworkers, government agencies, service providers and other stakeholders, you'll help ensure responsive, respectful and effective service delivery.
The role includes face-to-face client appointments and regular travel across metropolitan and regional locations as required.
As a Client Contact Coordinator, you'll make a positive impact by:
Delivering high-quality, trauma-informed and person-centred client contact and intake services
Serving as a primary point of contact for RRAP enquiries across telephone, email, web and stakeholder channels
Supporting prospective applicants through intake and referral processes, ensuring required information and documentation is obtained within required timeframes
Managing and prioritising enquiries, referrals and workflow allocations to maintain service responsiveness and contractual service standards
Coordinating eligibility assessment requests and required documentation with the Department of Home Affairs and relevant stakeholders
Monitoring workflow queues, client communications and referral progression activities
Providing accurate, impartial and culturally appropriate information regarding RRAP eligibility,



application processes and voluntary return options
Identifying and escalating actual or emerging client risks and vulnerabilities in accordance with program policies and procedures
Ensuring compliance with Serco and Department of Home Affairs Codes of Conduct, organisational policies, contractual obligations and mandatory requirements
Conducting face-to-face client appointments and undertaking regular travel across metropolitan and regional locations
Actively participating in team meetings, knowledge sharing, training and career development activities
Collaborating closely with Caseworkers and Senior Caseworkers to support seamless client transitions
Serco is a place for you
You could be a great fit if you have:
Ability to work professionally and collaboratively in complex and fast-paced environments
Strong understanding of client engagement, enquiry management, intake processes, workflow management, work health and safety and quality assurance
Strong stakeholder engagement and interpersonal skills across government, community and service provider networks
Ability to identify, assess and appropriately respond to client risks and vulnerabilities
High levels of cultural competence, empathy and emotional intelligence
Sound judgement and the ability to manage sensitive client matters appropriately
Well-developed organisational, time management and prioritisation skills
Strong verbal and written communication skills, including preparing clear case notes, reports and correspondence
Proficiency in Microsoft Office, case management systems and reporting tools
Understanding of contractual compliance requirements, performance measures, quality assurance and continuous improvement principles
Strong attention to detail and data accuracy
Ability to manage competing priorities while maintaining responsiveness, accuracy and quality of service delivery
Experience that will support your success could include:
Experience in a contact centre, customer service, intake,



administration, client engagement or service coordination role
Experience working with clients from diverse cultural, linguistic and vulnerable backgrounds
Experience managing high-volume enquiries, intake processes, referrals or workflow functions
Proven ability to build and maintain effective stakeholder relationships
Proven capability in maintaining accurate records, reports and performance data and contributing to KPIs and contractual requirements
Qualifications and checks
Qualification at Certificate IV, Diploma or Bachelor level in a relevant discipline such as Business Administration, Community Services, Customer Engagement, Social Science, Behavioural Science, Psychology, Counselling or a related field is highly regarded
Current, unrestricted driver's licence
Current Working with Children Check, or equivalent, in accordance with relevant state or territory child protection legislation
In joining us, you'll be part of a highly supportive culture with trusted leaders who will help you achieve your goals.
Here, you'll appreciate a flexible approach to work-life while contributing to a service that supports people through important and often complex circumstances.
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, LGBTIQ+, 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.
How to Apply
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Impact a better future at Serco.

📌 Client Contact & Call Centre Coordinator (New South Wales)
🏢 Serco
📍 New South Wales