customer service support officer

• Start Date: 11 January 2027

• Contract Duration: 6-month initial assignment (no overtime required)

• Locations: Newcastle, Wollongong, Bathurst, or Parramatta (on-site hub)

• Required Pre-Employment Checks: 2 Professional Reference Checks, National Police Check, Working with Children Check (clearance status), and Departmental Screening (DOIS)

About the Role

Working in a high-volume, dynamic contact centre environment, you will serve as the first point of contact for enquiries spanning human resources, finance, business services, and core operational platforms. You will troubleshoot first-tier queries, navigate departmental policies, and route complex matters to specialised Centres of Expertise to keep school operations running smoothly.

Key Responsibilities

• Deliver exceptional, professional front-line customer support across phone, email, and digital portals in a fast-paced contact centre environment.

• Provide prompt, accurate advice and direction on general HR, finance, business administration, and operational systems queries.

• Triage, refer, and assign non-standard or complex enquiries to appropriate Centres of Expertise for specialised resolution.

• Accurately log, categorise, and update customer interaction records in enterprise CRM and ticketing databases in real time.

• Maintain up-to-date knowledge of relevant policies, procedures, and legislation to resolve enquiries efficiently at first contact.

• Meet and maintain individual and team contact centre KPIs (call quality, response times, accurate documentation).

• Handle sensitive identity, employee, and student information with discretion and strict confidentiality.

About You

• Proven background delivering high-level customer service in a contact centre, shared services, or fast-paced customer-facing environment (diverse professional backgrounds welcomed).

• Excellent verbal and written communication skills with the patience and empathy needed to support busy school principals, teachers, and corporate stakeholders.

• High digital literacy with the ability to navigate multiple software platforms, knowledge bases, and CRM databases simultaneously (verified with a strong alphanumeric typing score)

• Critical thinking skills to interpret policy, assess caller needs, and determine appropriate escalation pathways.

• Ability to manage steady call volumes with composure, personal accountability, and positive energy in an SLA-driven team setting.

At Randstad, we are passionate about providing equal employment opportunities and embracing diversity to the benefit of all. We actively encourage applications from any background.