Content Writer (Scripts)

- Must be an Australian Citizen
- 12-month contract with up to 2 years of extensions
- $100 - $120/hr incl. super (negotiable)
- Located anywhere in Australia - Remote options available!
- Job Reference #1325665

Background:

At the heart of our Federal Government client's work is the Business Contact Centre, a multi-channel support hub providing first-level support across phone, email, and webchat.

They handle close to 150,000 contacts annually — a vital touchpoint for businesses navigating their journey with government.
They're embarking on a bold transformation of our contact experience — and we need your strategic content expertise to bring it to life.

About the Role:

We’re on the hunt for a Content Strategist who can help reshape how information is delivered to businesses through the Contact Centre. The current agent scripts are outdated and rigid. Our Federal Government client is reimagining them — making them human, accessible, and user-centric.

You’ll join a dynamic, multidisciplinary team alongside another Content Strategist, administrators, analysts, and designers. Together, you'll rewrite over 250 scripts that guide Contact Centre agents in delivering fast, accurate, and friendly service.

Key Duties:

• Design and write clear, modern scripts aligned with a new content playbook and strategy.
• Collaborate with stakeholders to ensure content is accurate, consistent, and fit for purpose.
• Use data and insights to measure the impact of content and drive improvements.
• Monitor trends and feedback to proactively update and optimise content.
• Support and manage change activities with stakeholders and third-party service providers

Experience Required:

• Content design and writing for customer service or government communications
• Working in agile, multidisciplinary teams
• Analysing data and user behaviour to inform decisions
• Applying service design principles to content
• Supporting change management processes

Interested? Hit that Apply button!