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About the Role

As a Client Contact Coordinator, you will deliver high-quality, trauma-informed and person-centred client contact and intake services. You will serve as the primary point of contact for RRAP enquiries and guide applicants through intake and referral processes. This role involves close collaboration with various stakeholders to ensure responsive and effective service delivery, including face-to-face client appointments and travel.

Responsibilities

Deliver high-quality, trauma-informed and person-centred client contact and intake services.
Serve as a primary point of contact for RRAP enquiries across telephone, email, web and stakeholder channels.
Support prospective applicants through intake and referral processes, ensuring required information and documentation is obtained within required timeframes.
Manage and prioritise enquiries, referrals and workflow allocations to maintain service responsiveness and contractual service standards.
Coordinate eligibility assessment requests and required documentation with the Department of Home Affairs and relevant stakeholders.
Monitor workflow queues, client communications and referral progression activities.
Provide accurate, impartial and culturally appropriate information regarding RRAP eligibility, application processes and voluntary return options.
Identify and escalate actual or emerging client risks and vulnerabilities in accordance with program policies and procedures.
Ensure compliance with Serco and Department of Home Affairs Codes of Conduct, organisational policies, contractual obligations and mandatory requirements.
Conduct face-to-face client appointments and undertake regular travel across metropolitan and regional locations.
Actively participate in team meetings, knowledge sharing, training and professional development activities.
Collaborate closely with Caseworkers and Senior Caseworkers to support seamless client transitions.

Requirements

Ability to work professionally and collaboratively in complex and fast-paced environments.
Strong understanding of client engagement, enquiry management, intake processes, workflow management, work health and safety and quality assurance.
Strong stakeholder engagement and interpersonal skills across government, community and service provider networks.
Ability to identify, assess and appropriately respond to client risks and vulnerabilities.
High levels of cultural competence, empathy and emotional intelligence.
Sound judgement and the ability to manage sensitive client matters appropriately.
Well-developed organisational, time management and prioritisation skills.
Strong verbal and written communication skills, including preparing clear case notes, reports and correspondence.
Proficiency in Microsoft Office, case management systems and reporting tools.
Understanding of contractual compliance requirements, performance measures, quality assurance and continuous improvement principles.
Strong attention to detail and data accuracy.
Ability to manage competing priorities while maintaining responsiveness, accuracy and quality of service delivery.
Experience in a contact centre, customer service, intake, administration, client engagement or service coordination role.
Experience working with clients from diverse cultural, linguistic and vulnerable backgrounds.
Experience managing high-volume enquiries, intake processes, referrals or workflow functions.
Proven ability to build and maintain effective stakeholder relationships.
Proven capability in maintaining accurate records, reports and performance data and contributing to KPIs and contractual requirements.
Current, unrestricted driver's licence.
Current Working with Children Check, or equivalent, in accordance with relevant state or territory child protection legislation.

Skills

Client engagement
Enquiry management
Intake processes
Workflow management
Work health and safety
Quality assurance
Stakeholder engagement
Interpersonal skills
Risk assessment
Cultural competence
Empathy
Emotional intelligence
Judgement
Organisational skills
Time management
Prioritisation skills
Verbal communication
Written communication
Microsoft Office proficiency
Case management systems proficiency
Reporting tools proficiency
Contractual compliance
Performance measures
Continuous improvement
Attention to detail
Data accuracy
Service delivery

Location

Sydney
Melbourne
Brisbane
Canberra

Work Type

Full Time
Hybrid working

Experience Level

Experience in a contact centre, customer service, intake, administration, client engagement or service coordination role
Experience working with clients from diverse cultural, linguistic and vulnerable backgrounds
Experience managing high-volume enquiries, intake processes, referrals or workflow functions
Proven ability to build and maintain effective stakeholder relationships
Proven capability in maintaining accurate records, reports and performance data and contributing to KPIs and contractual requirements

Education Level

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.

Benefits

Opportunities for professional growth and development
Supportive leaders and a collaborative team culture
Flexible benefits to support your wellbeing
Opportunities to contribute to meaningful community services
A diverse and inclusive workplace where everyone matters
Long-term career opportunities within a government-backed contract

About the Company

Serco is a place where you can grow.
At 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.
We 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.

Equal Opportunity

We 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.
By joining Serco you’ll have access to Employee Networks led by colleagues who are passionate about diversity, inclusion and belonging.