Call Centre Operator - Government

Description:

Job Title: Contact Centre Operator – E-Toll (Service NSW)
Location: Newcastle Contact Centre
Start Date: 2 May 2025
End Date: 31 October 2025
Pay Rate: $34.59 per hour + Super
Hours: 35 hours per week (7 hours per day)
Roster: Rotating shifts between 6am–10pm, Monday to Sunday (including public holidays)
Positions Available: 10
Interviews: In-person at Newcastle Contact Centre (22nd, 23rd, 24th & 28th April)
About the Role We’re currently recruiting 10 Contact Centre Operators for Service NSW’s Travel & Recreation – E-Toll team . This is a fantastic opportunity for individuals with strong customer service skills to join a supportive, high-performing team in a reputable government agency.
This is a full-time contract opportunity with no shift penalties , ideal for candidates who thrive in structured environments and enjoy helping customers through digital and phone-based support.
Key Responsibilities

• Answer customer enquiries related to E-Toll services.
• Provide high-quality service through inbound calls, emails, and digital communication.
• Accurately document customer interactions and outcomes.
• Navigate multiple systems and platforms to support customer enquiries.
• Work within a structured roster system, rotating shifts every four weeks.

About You We are looking for candidates who:

• Have 2–3 years’ experience in customer service (call centre, admin or retail).
• Possess excellent written and verbal communication skills .
• Are confident working in an office environment .
• Are technically savvy and quick to learn new systems.
• Have intermediate computer skills , including:
  
  • Typing proficiency
  • Strong email etiquette
  • Comfortable using Microsoft Outlook, Teams, and general computer navigation.

Preferred: Previous government experience is a plus, but not essential.
Work Arrangement

• This is not a work-from-home role initially .
• Hybrid working may be offered based on performance, team requirements, and business needs.
• If hybrid working is approved, candidates must:
  
  • Be onsite at least 1 day per week .
  • Have a stable internet connection that meets minimum speed and latency requirements.
  • Own a smartphone for two-factor authentication and VPN access.
  • Be willing to return onsite if requested.

How to Apply Interested candidates should apply immediately with an updated resume. Shortlisted applicants will be invited to attend a 25–30 minute in-person interview with the hiring manager at the Newcastle Contact Centre.