Your impact makes a meaningful difference, and we're committed to supporting your professional and personal goals.
You'll have access to a range of flexible perks, support and opportunities to grow, designed to help you thrive at every stage of your career, including:
We offer a stable, rewarding role with great benefits, paid training and flexibility to support you throughout your career.
$***** per hour
/
38 hours per week
, full-time permanent position
100% work from home
– no commuting required
Monday to Friday
shifts between
8:00 AM and 8:00 PM
– no weekend work
Fully remote role that saves you time and money on travel
Up to
6 weeks of fully paid training
, delivered from the comfort of your home
Access to an extensive
employee rewards and discounts program
24/7 Employee Assistance Program (EAP)
available to you and your family
We welcome applications from candidates residing in
Queensland (QLD)
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, providing accurate information and support
Make outbound calls to follow up on enquiries and resolve outstanding issues
Assist customers with setting up and managing affordable, sustainable payment plans
Follow up on overdue lodgements and debts via phone, email, and written communication
Navigate knowledge articles and procedures to deliver timely, accurate advice
Escalate complex issues to the appropriate internal teams
Maintain detailed and accurate records of all customer interactions
Important to Note:
This position involves handling debt related matters. At times, you may engage in conversations that are emotionally complex or challenging. You'll be fully supported by your team leader, peers, and Serco's resources to help navigate these discussions with confidence and care.
You could be a great fit if you:
Thrive in a fast-paced environment
and take pride in delivering accurate, professional and high-quality service when it matters most.
Think quickly and stay focused
, confidently navigating multiple screens,



systems and sources of information while managing each interaction with care and attention to detail.
Communicate with clarity and confidence
, both verbally and in writing, with the ability to explain complex information in a way that is easy to understand.
Listen, connect and show empathy
, taking the time to understand what each customer needs and creating a positive experience—even in challenging situations.
Stay calm under pressure
, bringing resilience, sound judgement and composure to sensitive or difficult enquiries.
Are a team player
, bringing maturity, professionalism and a collaborative mindset while supporting colleagues and working together to achieve the best outcomes for the community.
Are curious and proactive
, eager to learn, embrace new information and use feedback to continually develop your skills and improve the way you work.
To join our team, you'll need to:
Complete pre-employment checks
, including relevant security and Police clearances.
Provide evidence of Australian citizenship
, such as an Australian Passport, Australian Birth Certificate or Australian Citizenship Certificate.
Complete online skills-based assessments
as part of the recruitment process.
Attend an information session
to learn more about the role, what to expect and what it's like working as a Customer Contact Officer supporting a government organisation.
100% work from home
- as this is a fully remote role, you will be required to provide your own suitable equipment and have a dedicated, appropriate home office setup that meets the required standards.
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
Unlock job insights
We bring together the right people, the right technology and the right partners to create innovative solutions that make positive impact and address some of the most urgent and complex challenges facing the modern world.
With a primary focus on serving governments around the world, Serco's operations in Asia Pacific span defence, maritime, healthcare, justice and immigration, transport and community services. Our core capabilities include service design and advisory, resourcing, complex programme management, systems integration, case management, engineering and, asset and facilities management.
We bring together the right people, the right technology and the right partners to create cutting-edge solutions that make positive impact and address some of the most urgent and complex challenges facing the modern world.
With a primary focus on serving governments around the world, Serco's operations in Asia Pacific span defence, maritime, healthcare, justice and immigration, transport and community services. Our core capabilities include service design and advisory, resourcing, complex programme management, systems integration, case management, engineering and, asset and facilities management.
Perks and benefits Enjoy doing meaningful and vital work A world of opportunity awaits Work with great people Access to Serco's Global Employee Networks Paid community service and Reservists leave 24/7 Employee Assistance Program Benefits@Serco Serco Flex
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📌 Customer Contact Officer (Newcastle)
🏢 Serco Asia Pacific
📍 Newcastle