Job Description
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Job Title:  Contact Center Officer
Req Id:  2582
Posting Start Date:  5/28/26

HGS is a global provider of technology, AI, and business services that helps organizations transform with confidence. At HGS, we combine technology, AI, and human expertise to deliver Intelligent Experiences that drive growth and transformation. Our strong foundation in CX enables us to create impactful solutions across industries. Through our Realized AI approach, we deliver practical innovation with measurable outcomes. Part of the multi-billion-dollar Hinduja Group, HGS takes a “globally local” approach with 18,000+ employees across 10 countries and 30 delivery centers.”

Job Description: 

Position Details

  • Service Centre: Contact Centre Team

  • Responsible To: Head of Credit and Procurement

  • Functional Relationships:

    • Internal: All Employees

    • External: FTMs, the client, and Suppliers

 

Primary Objective

The Contact Centre Officer is responsible for delivering professional customer service to the highest standard, in line with company-wide policies and procedures.

 

Organisational Context

The organisation is one of the largest workforce solutions businesses in Australia, backed by over 25 years of proven success. It provides tailored, end-to-end solutions in recruitment, skills, and career development across diverse sectors including Mining, Construction, Industrial, Engineering, Healthcare, Social Care, and more.

 

Key Tasks & Performance Measures

Managing 1300 Calls

  • Answer inbound calls professionally.

  • Provide efficient, confidential service ensuring callers feel valued.

  • Transfer, direct, and record calls/messages per procedure.

  • Direct enquiries to relevant stakeholders, including:

    • The client and FTM enquiries (labour hire requests, employment opportunities, etc.)

    • Employment checks and confirmation of employment letters (as required)

  • Assist FTMs with pay, accommodation, and PPE queries.

  • Escalate complaints appropriately. Performance Measures: External and Internal Stakeholder Feedback

Managing Inbound Mailboxes

  • Action emails from designated mailboxes (e.g., info@company.com, contactus@company.com).

  • Direct enquiries to relevant stakeholders, including:

    • The client and FTM enquiries (labour hire requests, employment opportunities, etc.)

  • Complete employment checks and confirmation letters. Performance Measures: External and Internal Stakeholder Feedback

Administration Duties

  • Assist with FTM file compliance checks. Performance Measures: Internal Stakeholder Feedback

General Duties

  • Comply with company policies and WHS standards.

  • Support a safe, respectful, inclusive workplace.

  • Undertake training and compliance requirements.

  • Build effective internal/external relationships.

  • Attend and contribute to meetings.

  • Perform additional duties as directed. Performance Measures: Compliance with Policies, Audit Results, Meeting Attendance

Continuous Improvement

  • Embed continuous improvement in all activities.

  • Encourage learning at all levels. Performance Measures: Internal and External Stakeholder Feedback

Personal Development

  • Seek opportunities for training and development.

  • Apply learnings to enhance performance.

  • Participate in coaching and feedback.

  • Take ownership of career growth. Performance Measures: Training Participation, Education Records, Performance Reviews

 

Position Profile

Qualifications & Experience

  • Minimum 1 year in Administration or Contact Centre role (or equivalent).

  • Exposure to: managing phone calls, customer service, and general administration.

Knowledge & Skills

  • Ability to work independently and manage priorities.

  • Apply information accurately and efficiently.

  • Coordinate activities to meet team goals.

  • Build collaborative relationships.

  • Follow organisational policies and standards.

  • Strong attention to detail.

  • Communicate clearly and professionally (verbal and written).

Behaviours & Attitudes

  • Commitment to Workplace Safety and Health (WSH).

  • Ownership of tasks and responsibilities.

  • Understanding of commercial priorities.

  • Clear, open, professional communication.

  • Respectful and professional stakeholder relationships.

  • Accountability and responsibility in duties.

  • Effective time management and prioritisation.

  • Strong customer/client focus.

  • Attention to detail and problem-solving skills.

  • Professionalism, integrity, and confidentiality.

  • Engagement in continuous improvement and learning.

  • Alignment with the organisation’s Purpose and Values.

HGS is an equal opportunity employer committed to fostering diversity, equity, and inclusion. We do not discriminate based on race, ethnicity, religion, gender, national origin, age, disability, veteran status, genetic information, or any other characteristic protected by applicable law. We believe a diverse workforce drives innovation and helps us better understand and serve our global customers and communities.

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