Job Description

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- Located at Sydney’s Iconic Taronga Zoo
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- Ongoing, full-time position
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- TCSA Salaried Employees Award, Genscale 7, annual package $75,198 (includes base salary $66,347 + plus superannuation & leave loading)
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Taronga Zoo Sydney is looking for an experienced and motivated Contact Centre Officer to join our Marketing, comms & Fundraising team!

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Join our Zoo Friends team and help create exceptional experiences for our members every day. As a Contact Centre Officer, you'll be the first point of contact for Zoo Friends members, providing friendly, professional support across phone and email enquiries.

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About the Role…

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Individual skillsets within the Contact Centre include general enquiries, Zoo Friends Memberships, accommodation reservations and education bookings. Full-time staff are assigned to one skillset.

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This role will sit with our Zoo Friends team and provide exceptional customer service assisting our members with their enquiries.

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The Contact Centre answers both call and email enquiries and follows set Key Performance Indications relating to adherence, service level agreements, and call backed indicators.

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Key Accountabilities…

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- Provide professional, timely and consistent responses to customer enquiries from a number of channels including phone and email.
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- Ensure customer service standards are met and exceeded and that products offered match the customer’s requirements
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- Strong attention to detail when inputting information into Taronga Systems
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- Work well in a Contact Centre environment
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- Build and maintain good relationships with internal and external stakeholders
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- Assist to achieve agreed revenue targets through effective servicing of external stakeholders and accounts
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- Financial aptitude for handling of payments and end of day reconciliation
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- Create new and renew memberships and service member enquiries relating to benefits, special events and our online portal.
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- Assist in the training and onboarding of new staff and coordinate with casual support when required.
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- Attend relevant meetings on behalf of Contact Centre when required.
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- Comply with Taronga’s Customer Service Charter and suggest initiatives for further improvement to ensure industry leading standards are maintained.
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- Comply with and suggest sustainability practices in the workplace to help achieve Taronga’s sustainability targets and reduce environmental impact.
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- Comply with and report any Work, Health and Safety incidents in line with Taronga’s Work, Health and Safety Charter
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About You…

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We are looking for candidates that have:

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- Demonstrated experience within a Contact Centre or administration role using a variety of products. Previous experience with membership programs would be desirable.
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- Excellent customer service with high verbal and written communication skills, strong attention to detail and
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- ability to follow processes to provide a smooth customer journey.
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- Financial aptitude for handling of payments and end of day reconciliation.
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- Adaptability and flexibility to accommodate change in a high-volume environment and provide responsive services to meet customer needs
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- Strong computer literacy including knowledge of Microsoft Office suite (Excel, Word, Outlook etc). Knowledge of Centaman or ability to quickly gain this would be desirable.
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- Friendly disposition and can-do attitude, proactive problem solver
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- Hold a current paid Working with Children Check at your own expense.
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- This position is fulltime from Monday to Friday inclusive, with working hours of 8:45am-5:06pm
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Benefits…

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Our employees enjoy generous employment conditions including some of the following:

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- Flexible Hybrid work model - Taronga supports a blend of in-office, remote, and on-the-go workers!
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- Complimentary family and friends passes across both Taronga’s Sydney & Dubbo Zoo’s
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- Free onsite car parking, outside of peak periods
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- A wide range of discounts on our award winning accommodation across both sites
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- Discounted food and beverage purchases across the sites
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- Discounted Fitness Passport
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- We’re a social team - there’s always lots going on around the zoo that we get involved with!
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- + more!
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We Value Diversity…

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Taronga is an equal chance employer, where we recognise the diversity of our workforce and community – be it on the basis of gender, age, culture, religion, language or personal circumstances.

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Taronga is also committed to building on the perspectives, experience, knowledge and skills that this diversity brings to our organisation.

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About Applying…

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Please submit your resume and a cover letter of one page. You are also required to complete the two target questions as part of your application.

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1. Membership Service & Problem Solving
Describe a time when you handled a complex customer enquiry involving a membership, subscription, loyalty program, account issue, or similar service.
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· The nature of the enquiry and why it was complex.

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· The systems, processes, or resources you used to investigate the issue.

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· How you balanced customer satisfaction with organisational policies.

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· The outcome for both the customer and the business.

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· What you would do differently if faced with the same situation again.

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1. Accuracy, Prioritisation & Membership Administration
This role requires you to manage a high volume of phone calls and emails while processing membership transactions accurately. Tell us about a time when multiple competing priorities created pressure and there was a risk of making mistakes.
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· The situation and competing demands.

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· The steps you took to maintain accuracy and attention to detail.

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· Any tools, checklists, or systems you used.

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· How you measured whether your approach was successful.

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· Specific feedback, results, or lessons learned.

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Applications Close: 11:59pm Wednesday 4 November 2026

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📌 Contact Centre Officer - Zoo Friends (Sydney)
🏢 Taronga Conservation Society Australia
📍 Sydney