• Based in North Sydney (Onsite only – no WFH option
• Salary $85K + super
• Monday to Friday – Shifts between 8:45am to 9pm (7.5-hour days)
• Baseline Security Clearance required

About the Role

Join a Federal Government-backed initiative to reduce gambling harm in Australia. As a Contact Centre Agent, you’ll be the first point of contact for individuals seeking to self-exclude from online gambling and wagering. You’ll provide guidance, support, and information to help people make positive change.

Working in an inbound contact centre, you’ll manage cases, triage enquiries, and provide accurate information, all while handling sensitive personal information with confidentiality and professionalism. Full training and ongoing support are provided in a dynamic, collaborative environment where your work makes a real difference.

Key Requirements

• Emotional resilience, empathy, and integrity
• Strong communication skills – written and verbal
• Professional, polite, and warm phone manner
• Ability to build rapport and manage relationships
• Experience working with vulnerable people (highly desirable)
• Ability to multitask across calls and CRM systems
• Reliable, with consistent attendance for rostered shifts
• Australian Citizenship
• Baseline Security Clearance (NV1 preferred) or ability to obtain

Key Responsibilities

• Provide high-quality service via phone, email, and webform.
• Manage and monitor cases using a CRM system (e.g., ServiceNow).
• Treat all callers with respect, dignity, and compassion, understanding their unique circumstances.
• Support users with information and assisted sign-ups when appropriate.
• Maintain confidentiality and handle sensitive personal information in line with industry and statutory regulations.
• Adhere to company policies, compliance standards, and quality targets.
• Collaborate effectively with team leaders, peers, and support teams.
• Work efficiently under pressure during busy periods and maintain professionalism.

To Apply:

In order to be considered applicants are required to hold an Australian Citizenship and have a Baseline Security Clearance.

If this sounds like the role for you, please submit an updated copy of your resume in MS Word format by hitting APPLY NOW or call Ankita on 02 9200 3683 for more information.

#SCR-ankita-mehta

Applicants new to DFP may be asked to provide additional information including work rights status via a survey link – if requested, we ask that you provide this information in order to expedite your application.

DFP welcomes applications from Aboriginal and Torres Strait Islander people, people with diverse cultural and linguistic backgrounds and people with disability. In addition, DFP will provide reasonable adjustments for individuals with disability throughout the recruitment process. If you identify as a person with disability and require adjustments to the application, recruitment, selection and/or assessment process, please advise via [email protected] or 1300 337 000 and indicate your preferred method of communication (email, phone, text) so we can keep in touch and meet your accessibility needs.

By clicking 'apply', you give consent that DFP may use your personal information to process your job application and to contact you for future employment opportunities. For further information on how DFP process your personal information please review the DFP Information Collection and Privacy Policy via https://www.dfp.com.au/about-us-1/policies. Do not submit any sensitive personal information in your resume.