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 team-oriented 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 professional 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 fro

📌 Client Contact (Australia)
🏢 Serco
📍 Australia