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Customer Service Officer

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Serco

1mo ago

  • Job
    Full-time
    Entry, Junior, Mid & Senior Level
  • Customer Relations
    Healthcare
  • Perth

AI generated summary

  • You must have integrity, problem-solving skills, strong communication, PC proficiency, ability to work under pressure, contact center experience, and an understanding of KPIs in service delivery.
  • You will handle service requests, respond to emergencies, maintain accurate records, collaborate with hospital teams, and build relationships with patients and stakeholders for seamless service delivery.

Requirements

  • The highest levels of personal integrity and ethical behaviour
  • Well-developed problem solving and analytical skills
  • Excellent verbal and written communications skills
  • Sound PC and keyboard skills
  • The confidence and ability to work well under pressure, in a fast-paced environment
  • Experience working within a Contact/Call Centre environment (preferable)
  • An understanding of a KPI driven workplace with service delivery outcomes

Responsibilities

  • Handling and actioning service requests with a focus on customer satisfaction
  • Responding to hospital emergencies in a prompt and efficient manner
  • Maintaining accurate records of interactions and following policies for data management
  • Collaborating with hospital staff and service teams to ensure seamless service delivery
  • Building strong relationships with patients, staff, and external stakeholders

FAQs

What are the working hours for the Customer Service Officer role?

The role is part-time, requiring 19 hours a week, with a rotating roster to support work/life balance in a 24/7 operation.

Where is the Customer Service Officer position located?

The position is located at Fiona Stanley Hospital in Murdoch, Perth.

What type of training or support does Serco provide to new employees?

Serco offers a highly supportive culture with trusted leaders to help new employees achieve their goals.

Is previous experience in a call center required for this role?

While experience working within a Contact/Call Centre environment is preferable, it is not a strict requirement to apply.

Are there opportunities for career advancement in this position?

Yes, the role offers career growth opportunities as part of a rewarding career at Serco.

What skills are necessary to succeed in the Customer Service Officer role?

Necessary skills include strong problem-solving and analytical abilities, excellent communication skills, and the ability to work well under pressure.

Is there a background check required for this position?

Yes, a comprehensive probity assessment, including a Federal Police Check, is a key part of the selection process.

Does Serco encourage diversity in their hiring process?

Yes, Serco seeks and celebrates diversity and encourages applications from all backgrounds and cultures, including Aboriginal and Torres Strait Islander people, LGBTQI+, veterans, and people with disabilities.

Who can I contact for more information about the job application?

For more information, you can contact Jacob Varnish, Talent Acquisition Business Partner, at 0459 276 008 or jacob.varnish@serco-ap.com.

What is the role of the Customer Service Officer in the Helpdesk and Communications team?

The Customer Service Officer will be key to providing the highest level of customer service to hospital functions and community members while handling service requests and responding to emergencies.

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Serco

Technology
Industry
10,001+
Employees

Mission & Purpose

Serco is one of the world’s largest providers of public services to Governments, employing over 50,000 people in over 20 countries. The services we provide are often of critical importance to the communities and nations we serve. Providing public services is one of the most satisfying and rewarding careers you can have. You have an ability to make a real positive difference to people’s lives and to the safety and security of your community and country. Serco operates in five sectors of public-service provision: Health, Transport, Justice & Immigration, Defence and Citizens Services. Sometimes we are supporting people at troubled times in their lives, be they unemployed, refugees fleeing persecution, or in prison. In other parts of our business we are running some of the most advanced train services in the world, delivering essential support to armed forces, keeping hospitals safe and running 24x7, and providing environmental services. Serco is a business where people and values matter. We have a strong public service ethos, and we employ people who want to make a positive difference to other people’s lives. We operate in North America, UK, Europe, Middle East, Hong Kong, Australia and New Zealand, and we encourage people to develop their careers moving both between different businesses and countries. And as a business which delivers “front-line” public services, employing tens of thousands of people, we are constantly developing and promoting people; our need for skilled leaders is insatiable, and few companies can offer as many opportunities for people to grow their careers. We are looking for people to join Serco who share our desire to make a positive difference, the confidence to work as part of a team, the insight to spot the opportunity to do things better, and, importantly, the ability to take the initiative and put great ideas into practice wherever they are needed.

Culture & Values

  • Trust

  • Care

  • Innovation

  • Pride