National Customer Contact Centre - Customer Service Consultant

We currently have an opportunity for a Customer Service Consultant. Join our team at National Customer Contact Centre (NCCC) and play a key role in delivering exceptional experiences across multiple channels (phone & email) and playing a key role in ensuring all contractual obligations and KPI’s are adhered to. Reporting to National Customer Contact Centre Australia - Team Leader, you'll help deliver high-quality outcomes that support our essential services.

What You’Ll Do

This role offers a broad scope, with key responsibilities including:

• Responding to customer enquiries across all channels (inbound & outbound calls and emails)
• Provide end to end support based on administration tasks
• Contribute to the success of the team and broader Downer business. 
• Adhere to the Downer Standards
• Build customer trust, value and loyalty by creating a positive customer experience
• Takes ownership of customers request through to effective resolution

What You’Ll Bring

• Experience in contact centres or customer service environment preferably within Facilities Management or complex environments, i.e., Utilities, telecommunications etc 
• Experience with Contact Centre Telephony Systems – Preferred 
• Experience in using CRM's, Knowledge Management Systems, SharePoint etc – Preferred
• Demonstrated experience with Microsoft Office suite, Outlook, excel, etc
• Certificate 3 in Customer Engagement – desirable
• Strong customer service ethic and focus 
• Excellent verbal and written communication skills
• This role requires you to be available to work on a 24/7 shift rotation.

More than anything, you’ll bring a strong work ethic, a positive attitude, and a commitment to delivering high-quality outcomes for our clients.

Why Downer?

At Downer, we plan, create, and sustain essential public services across Australia and New Zealand. From hospitals to data centres and defence partnerships, we manage critical infrastructure that keeps communities thriving.

What It Means to Belong at Downer

We’re proud of our high-performance culture and commitment to diversity, offering:

• Training and development to support and diversify your career. 
• With 30% of vacancies filled internally you’ll find real opportunities to advance your career.
• Perks@Downer: healthcare discounts, great savings on retail purchases, car purchases and much more.
• Employee Assistance Program: professional support for you and your family when you need it most.

Downer Group is an equal opportunity employer committed to diversity and inclusion. We encourage applications from all backgrounds, including First Nations people and those from culturally and linguistically diverse communities.

At Downer we plan, create and sustain. Downer is the leading provider of integrated services in Australia and New Zealand. Through trusted relationships and world leading insight we work closely with our customers to design, build and sustain assets, infrastructure, and facilities.