{"id":2184752,"url":"https://alion.io/job/serco-client-contact-call-centre-coordinator","title":"Client Contact & Call Centre Coordinator","company":{"id":1779743,"name":"Serco","domain":"serco.com","url":"https://alion.io/company/serco-com","size_band":"5000+","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"SuccessFactors","truth_index":{"grade":"A","score":100,"open_postings":10,"ghost_share":0,"stale_share":0.1,"repost_share":0,"time_to_fill_p50_days":18,"computed_at":"2026-10-22T06:10:10Z"}},"role":"Administrative","role_family":"Administrative","seniority":null,"employment_type":null,"work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Sydney, Australia"],"countries":["AU"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":44000,"max_usd":75000,"period":"year","method":"role_country_seniority_unknown","sample_n":138},"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Microsoft Office","optional":false}],"status":"live","first_seen_at":"2026-10-02T00:00:00Z","employer_posted_date":"2026-10-02","last_verified_at":"2026-10-22T10:41:39Z","board_verified":true,"closed_at":null,"days_open":20,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":20},"description":"Client Contact & Call Centre Coordinator\nVarious locations - open to Sydney, Melbourne, Brisbane or Canberra\nFull Time opportunity - Hybrid working\nWorking Monday - Friday, 8:00am - 4:00pm\nSerco is a place where you can grow\nYour impact makes a meaningful difference, and we're committed to supporting your professional and personal goals.\nYou’ll also have access to benefits designed to support your wellbeing and growth, including:\nOpportunities for professional growth and development\nSupportive leaders and a collaborative team culture\nFlexible benefits to support your wellbeing\nOpportunities to contribute to meaningful community services\nA diverse and inclusive workplace where everyone matters\nLong-term career opportunities within a government-backed contract\nMake an impact at Serco\nAs a Client Contact Coordinator, you’ll deliver high-quality, trauma-informed and person-centred client contact and intake services in line with program intent, contractual requirements, legislation and best practice. You’ll serve as a primary point of contact for RRAP enquiries and support prospective applicants through intake and referral processes. Working closely with Caseworkers, Senior Caseworkers, government agencies, service providers and other stakeholders, you’ll help ensure responsive, respectful and effective service delivery. The role includes face-to-face client appointments and regular travel across metropolitan and regional locations as required.\nAs a Client Contact Coordinator, you’ll make a positive impact by:\nDelivering high-quality, trauma-informed and person-centred client contact and intake services\nServing as a primary point of contact for RRAP enquiries across telephone, email, web and stakeholder channels\nSupporting prospective applicants through intake and referral processes, ensuring required information and documentation is obtained within required timeframes\nManaging and prioritising enquiries, referrals and workflow allocations to maintain service responsiveness and contractual service standards\nCoordinating eligibility assessment requests and required documentation with the Department of Home Affairs and relevant stakeholders\nMonitoring workflow queues, client communications and referral progression activities\nProviding accurate, impartial and culturally appropriate information regarding RRAP eligibility, application processes and voluntary return options\nIdentifying and escalating actual or emerging client risks and vulnerabilities in accordance with program policies and procedures\nEnsuring compliance with Serco and Department of Home Affairs Codes of Conduct, organisational policies, contractual obligations and mandatory requirements\nConducting face-to-face client appointments and undertaking regular travel across metropolitan and regional locations\nActively participating in team meetings, knowledge sharing, training and professional development activities\nCollaborating closely with Caseworkers and Senior Caseworkers to support seamless client transitions\nSerco is a place for you\nYou could be a great fit if you have:\nAbility to work professionally and collaboratively in complex and fast-paced environments\nStrong understanding of client engagement, enquiry management, intake processes, workflow management, work health and safety and quality assurance\nStrong stakeholder engagement and interpersonal skills across government, community and service provider networks\nAbility to identify, assess and appropriately respond to client risks and vulnerabilities\nHigh levels of cultural competence, empathy and emotional intelligence\nSound judgement and the ability to manage sensitive client matters appropriately\nWell-developed organisational, time management and prioritisation skills\nStrong verbal and written communication skills, including preparing clear case notes, reports and correspondence\nProficiency in Microsoft Office, case management systems and reporting tools\nUnderstanding of contractual compliance requirements, performance measures, quality assurance and continuous improvement principles\nStrong attention to detail and data accuracy\nAbility to manage competing priorities while maintaining responsiveness, accuracy and quality of service delivery\nExperience that will support your success could include:\nExperience in a contact centre, customer service, intake, administration, client engagement or service coordination role\nExperience working with clients from diverse cultural, linguistic and vulnerable backgrounds\nExperience managing high-volume enquiries, intake processes, referrals or workflow functions\nProven ability to build and maintain effective stakeholder relationships\nProven capability in maintaining accurate records, reports and performance data and contributing to KPIs and contractual requirements\nQualifications and checks\nQualification at Certificate IV, Diploma or Bachelor level in a relevant discipline such as Business Administration, Community Services, Customer Engagement, Social Science, Behavioural Science, Psychology, Counselling or a related field is highly regarded\nCurrent, unrestricted driver's licence\nCurrent Working with Children Check, or equivalent, in accordance with relevant state or territory child protection legislation\nIn joining us, you’ll be part of a highly supportive culture with trusted leaders who will help you achieve your goals. Here, you’ll appreciate a flexible approach to work-life while contributing to a service that supports people through important and often complex circumstances.\nAre you ready to do important work that really matters?\nAt Serco, we bring together the right people, the right technology, and the right partners to create impactful solutions that address some of the world’s most urgent and complex challenges.\nWe focus on serving governments all over the globe. The work we do has touched the lives of millions in Australia and New Zealand and offers unique opportunities to leverage your skills across our core capabilities in Health, Defence, Maritime, Justice, Immigration, and Community Services.\nWe seek and celebrate diversity and encourage applications from all backgrounds and cultures including Aboriginal and Torres Strait Islander people, LGBTIQ+, veterans and people with disability.\nBy joining Serco you’ll have access to Employee Networks led by colleagues who are passionate about diversity, inclusion and belonging.\nHow to Apply\nClick Apply to submit your application today.\nPlease upload your CV as a single document. If you wish to include a cover letter, merge it with your CV before uploading.\nImpact a better future at Serco.","description_format":"text","description_chars":6614,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"bachelor","optional":true},"security_clearance":false,"languages":[]},"benefits":["Hybrid work","Professional development"],"hiring_locations":[{"name":"Australia","iso":"AU","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":[],"lifecycle":[{"event":"open","at":"2026-10-09T15:49:47Z"}],"visa":[],"liveness":{"score":37,"band":"fade","label":"Fading","p_open":1,"p_active":0.665,"p_room":0.55,"age_days":20,"expected_fill_days":18,"reasons":["conf:1","velocity","win:tail","comp:brand"],"computed_at":"2026-10-22T06:10:10Z"},"pay":null,"html_url":"https://alion.io/job/serco-client-contact-call-centre-coordinator","json_url":"https://alion.io/job/serco-client-contact-call-centre-coordinator.json","meta":{"generated_at":"2026-10-22T17:43:50Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":103,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-23T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":1779743},"rest":"https://alion.io/mcp/rest/get_company?id=1779743"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fserco-client-contact-call-centre-coordinator"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fserco-client-contact-call-centre-coordinator"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fserco-client-contact-call-centre-coordinator"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/serco-client-contact-call-centre-coordinator\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fserco-client-contact-call-centre-coordinator"}]}