Role:  Contact Centre Officer - Zoo Friends

• Located at Sydney’s Iconic Taronga Zoo
• Ongoing, full-time position
• TCSA Salaried Employees Award, Genscale 7, annual package $75,198 (includes base salary $66,347 + plus superannuation & leave loading)

Taronga Zoo Sydney is looking for an experienced and motivated Contact Centre Officer to join our Marketing, comms & Fundraising team!

Join our Zoo Friends team and help create exceptional experiences for our members every day. As a Contact Centre Officer, you'll be the first point of contact for Zoo Friends members, providing friendly, professional support across phone and email enquiries.

About the Role…

Individual skillsets within the Contact Centre include general enquiries, Zoo Friends Memberships, accommodation reservations and education bookings. Full-time staff are assigned to one skillset.

This role will sit with our Zoo Friends team and provide exceptional customer service assisting our members with their enquiries.

The Contact Centre answers both call and email enquiries and follows set Key Performance Indications relating to adherence, service level agreements, and call backed indicators.

Key Accountabilities…

• Provide professional, timely and consistent responses to customer enquiries from a number of channels including phone and email.
• Ensure customer service standards are met and exceeded and that products offered match the customer’s requirements
• Strong attention to detail when inputting information into Taronga Systems
• Work well in a Contact Centre environment
• Build and maintain good relationships with internal and external stakeholders
• Assist to achieve agreed revenue targets through effective servicing of external stakeholders and accounts
• Financial aptitude for handling of payments and end of day reconciliation
• Create new and renew memberships and service member enquiries relating to benefits, special events and our online portal.
• Assist in the training and onboarding of new staff and coordinate with casual support when required.
• Attend relevant meetings on behalf of Contact Centre when required.
• Comply with Taronga’s Customer Service Charter and suggest initiatives for further improvement to ensure industry leading standards are maintained.
• Comply with and suggest sustainability practices in the workplace to help achieve Taronga’s sustainability targets and reduce environmental impact.
• Comply with and report any Work, Health and Safety incidents in line with Taronga’s Work, Health and Safety Charter

About You…

We are looking for candidates that have:

• Demonstrated experience within a Contact Centre or administration role using a variety of products. Previous experience with membership programs would be desirable.
• Excellent customer service with high verbal and written communication skills, strong attention to detail and
• ability to follow processes to provide a smooth customer journey.
• Financial aptitude for handling of payments and end of day reconciliation.
• Adaptability and flexibility to accommodate change in a high-volume environment and provide responsive services to meet customer needs
• Strong computer literacy including knowledge of Microsoft Office suite (Excel, Word, Outlook etc). Knowledge of Centaman or ability to quickly gain this would be desirable.
• Friendly disposition and can-do attitude, proactive problem solver
• Hold a current paid Working with Children Check at your own expense.
• This position is fulltime from Monday to Friday inclusive, with working hours of 8:45am-5:06pm

Benefits…

Our employees enjoy generous employment conditions including some of the following:

• Flexible Hybrid work model - Taronga supports a blend of in-office, remote, and on-the-go workers!
• Complimentary family and friends passes across both Taronga’s Sydney & Dubbo Zoo’s
• Free onsite car parking, outside of peak periods
• A wide range of discounts on our award winning accommodation across both sites
• Discounted food and beverage purchases across the sites
• Discounted Fitness Passport
• We’re a social team - there’s always lots going on around the zoo that we get involved with!
• + more!

We Value Diversity…

Taronga is an equal opportunity employer, where we recognise the diversity of our workforce and community – be it on the basis of gender, age, culture, religion, language or personal circumstances.

Taronga is also committed to building on the perspectives, experience, knowledge and skills that this diversity brings to our organisation.

About Applying…

Please submit your resume and a cover letter of one page. You are also required to complete the two target questions as part of your application.

1. Membership Service & Problem Solving
   Describe a time when you handled a complex customer enquiry involving a membership, subscription, loyalty program, account issue, or similar service.
   In your response, please explain:
   
   

· The nature of the enquiry and why it was complex.

· The systems, processes, or resources you used to investigate the issue.

· How you balanced customer satisfaction with organisational policies.

· The outcome for both the customer and the business.

· What you would do differently if faced with the same situation again.

2. Accuracy, Prioritisation & Membership Administration
   This role requires you to manage a high volume of phone calls and emails while processing membership transactions accurately. Tell us about a time when multiple competing priorities created pressure and there was a risk of making mistakes.
   In your response, please include:
   
   

· The situation and competing demands.

· The steps you took to maintain accuracy and attention to detail.

· Any tools, checklists, or systems you used.

· How you measured whether your approach was successful.

· Specific feedback, results, or lessons learned.

Applications Close: 11:59pm Wednesday 4 November 2026