Description:
- Lead & grow a high-performing team delivering exceptional customer service
- Make a real impact on the lives of people living with disabilities
- Enjoy full remote flexibility to support your lifestyle, preferences, or disability
The Opportunity
Join our team and represent a Federal Government agency that provides essential services and supports to over 600,000 Australians living with a disability.
Reporting to the Operations Manager, you’ll motivate, lead and develop a team of 15 Customer Contact Officers (CCOs) delivering essential services to the Australian community. You’ll drive operational efficiency, foster a positive culture, and ensure exceptional customer experiences. Drawing on your proven record of managing performance, particularly in a contact centre environment, you’ll motivate, guide, and develop your team to consistently excel.
What will you do?
You’ll support Customer Contact Officers in making a positive impact on the lives of people with disabilities by:
- Supervising, motivating & coaching CCOs to ensure the work we do reflects our core values and meets quality and customer service expectations and standards
- Taking a proactive and people centred approach to coaching and performance management
- Cultivating a positive, inclusive team environment that values diversity
- Managing workloads to fulfill client Service Agreement requirements
- Identifying and implementing efficiency and productivity improvements
- Handling objections, de-escalations, and challenging calls professionally
- Taking ownership of customer outcomes and resolving complex issues effectively
Does this sound like you?
We’re looking for someone who:
- Excels at building trusting relationships
- Demonstrates clear concise and effective written, and interpersonal communication skills
- Uses critical thinking, sound judgment, and effective decision-making
- Can prioritise workloads effectively
- Can train, mentor, motivate and develop team members
- Brings previous leadership experience, ideally in service-oriented roles
Perks and Benefits
We offer lots of headroom for you to grow and flexible benefits to suit you in every stage of your life and career, including:
- 100% work from home or the potential to work from our Dandenong contact centre (VIC)
- Access to our extensive benefits including our rewards and discounts program
- A friendly and diverse team with inclusivity and care at the heart of everything we do
- Access to Sonder, our 24/7 Employee Assistance Program
The Ts and Cs
To work with Serco you’ll also be required to:
- Complete a pre-employment check including relevant security and Police clearance
- Have a safe and secure location to work from (i.e. a home office, photographic evidence required)
- Provide evidence of Australian citizenship (Australian Passport, Australian Birth Certificate, Proof of Citizenship)
- Complete a skills assessment so that we can learn more about you whilst you learn more about the role.
- Attend an information session that describes what it's like to work in a virtual contact centre
Diversity and Inclusion
We are a workplace that actively advocates and welcomes people with disabilities. We’re committed to providing accommodations to ensure a comfortable and productive work environment for everyone. All applicants, including people with disabilities, are encouraged to express interest and share their unique requirements with us.