The Customer Contact Officers’ are responsible for providing customer service to the National Disability Insurance Agency’s customers’ via telephone, email and other media types. This includes but is not limited to inbound telephonic services to answer customer queries and resolve issues on behalf of NDIA.
▪ Take ownership of customer enquiries and follow through to resolution (end-to end).
▪ Logging all customer interactions accurately, clearly and completely in the required systems. ▪ Identify when an escalation is required and follow the agreed process.
▪ Liaise with other departments, both internal and external to Serco.
▪ Proactively keep up to date with Serco and client products, business processes and troubleshooting procedures.
▪ Consistent delivery of quality to maximize positive customer experience.
▪ Work effectively and cohesively in a team environment and foster a positive work culture.
▪ Maintain the confidentiality, security, privacy and integrity of the operations in accordance with the requirements of the contract.
▪ Be fully conversant with all relevant policies and procedures.
Training Requirements
▪ New Customer Contact Officers undertake detailed training including 10 days in the classroom (with a group of up to 20 new CCOs) with technical trainers.
▪ Serco and Client E-learns are completed within the first 30 days of employment.
▪ Conflict of interest and restricted access documents to be completed where applicable.
▪ Following technical training the group is then placed into a 4-week consolidation period where additional support, training and coaching is provided along with Coach support at a 1:5 ratio (first 2 weeks) 1:10 ratio (second 2 weeks).
Mandatory Requirements
▪ Must satisfy the NDIA pre-employment Integrity Check.
▪ Require telephony skills and moderate computer-based skills Shift Pattern
▪ Casual: shifts ranging from 3 to 10hrs
▪ Full time: usually 7.6 hours per day, Monday to Friday
▪ 30 minutes lunch break as well as 2 x 10 minutes breaks