Role Overview

- Start Date: 11 January 2027

- Contract Duration: 6-month initial assignment (no overtime required)

- Locations: Newcastle, Wollongong, Bathurst, or Parramatta (on-site hub)

- Required Pre-Employment Checks: 2 Professional Reference Checks, National Police Check, Working with Children Check (clearance status), and Departmental Screening (DOIS)

About the Role

Working in a high-volume, energetic contact centre environment, you will serve as the first point of contact for enquiries spanning human resources, finance, business services, and core operational platforms. You will troubleshoot first-tier queries, navigate departmental policies, and route complex matters to specialised Centres of Expertise to keep school operations running smoothly.

Key Responsibilities

- Deliver exceptional, professional front-line customer support across phone, email, and digital portals in a fast-paced contact centre environment.

- Provide prompt, accurate advice and direction on general HR, finance, business administration, and operational systems queries.

- Triage, refer, and assign non-standard or complex enquiries to appropriate Centres of Expertise for specialised resolution.

- Accurately log, categorise, and update customer interaction records in enterprise CRM and ticketing databases in real time.

- Maintain up-to-date knowledge of relevant policies, procedures, and legislation to resolve enquiries efficiently at first contact.





- Meet and maintain individual and team contact centre KPIs (call quality, response times, accurate documentation).

- Handle sensitive identity, employee, and student information with discretion and strict confidentiality.

About You

- Proven background delivering high-level customer service in a contact centre, shared services, or fast-paced customer-facing environment (diverse professional backgrounds welcomed).

- Excellent verbal and written communication skills with the patience and empathy needed to support busy school principals, teachers, and corporate stakeholders.

- High digital literacy with the ability to navigate multiple software platforms, knowledge bases, and CRM databases simultaneously (verified with a strong alphanumeric typing score)

- Critical thinking skills to interpret policy, assess caller needs, and determine appropriate escalation pathways.

- Ability to manage steady call volumes with composure, personal accountability, and positive energy in an SLA-driven team setting.

Full availability to work a 35-hour week on a rotational 7.5-hour shift (including unpaid meal break) between 8:00 AM to 5:00 PM, Monday to Friday.

At Randstad, we are passionate about providing equal employment opportunities and embracing diversity to the benefit of all. We actively encourage applications from any background.

📌 Customer Service Support Officer (Wollongong)
🏢 Randstad
📍 Wollongong