Position: Call or Contact Centre Operators
Start: 3 September 2025
Likely Duration: Anticipated 6-month contract
Salary: $35.80 per hour (including casual loading) plus superannuation
Location: Newcastle NSW

Overview
This is a call centre-based position that supports the Travel & Recreation business line of our Client. In this position, the successful candidate will utilise their customer service and problem-solving skills to assist customers and the public with train travel enquiries.

Anticipated working times in this position are 35 hours per week.

Hybrid working arrangements may be available pending approval by the Client.

A comprehensive 2-week training program will be provided to the successful Candidate, followed by a 10-week nesting period to provide further support while transitioning into the role.

Primary Purpose of the Position

Provide assistance, advice, source information and deliver customer support services for general enquiries, to facilitate the effective operation of the business in order to ensure high quality customer service.

Key Accountabilities/Responsibilities:

• Handling incoming call enquiries and escalating where required.
• Create positive customer experience in all interactions, across a variety of channels, maintaining a professionally courteous and friendly manner to ensure customer focused service delivery placing the customers at the centre.
• Update and maintain records and databases, complying with service delivery systems and processes, to ensure that all information is accurate, stored correctly and accessible.
• Research, analyse and resolve enquiries from a variety of interaction channels to resolve enquiries in a timely manner, or transfer to an appropriate channel/s for effective resolution where required.
• Provide advice and assistance to build customer capability regarding products and services.
• Accurately receipt and record customer complaints and escalate unresolved issues through appropriate channels to ensure timely and effective outcomes for customers.
• Perform administrative support activities, including the creation and updating of records, in line with privacy requirements and legislative obligations to ensure the integrity of information and to support effective service delivery.
• Contribute to continuous improvement initiatives through new ideas and identification of opportunities to improve the efficiency of work processes and the implementation of changes in the workplace.

Desirable Criteria

• Proficient in Microsoft Office suite, particularly Outlook and Teams
• Ability to learn new systems and software quickly
• Technically savvy with the ability to troubleshoot basic IT issues
• Typing and using mouse and monitor
• Strong email etiquette

• 2 - 3 years customer service experience (call centre, administration, retail)
• Excellent written and verbal communication skills
• Previous government experience is preferred but not essential
• Previous experience working in an office environment
• Intermediate computer skills required including:

Essential Criteria

Appointments are subject to the following checks/ clearances:

• Reference checks
• National Criminal History Record Check in accordance with the Disability Inclusion Act 2014
• Rights to Work in Australia

When applying for this role, please include a Word version of your resume (not PDF). Please note that only Australian based applicants will be considered for this role.

By applying for this position, you give MBC Recruitment the sole Right to Represent you for the position of Job Ref 1065361 – Call or Contact Centre Operator. Your details may be provided to the Client to progress your application.

Apply Now!
Job Code: 1065361
Recruitment – Newcastle
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