customer service representative

team leader

call center representative

customer solutions specialist

collection agent

Probe CX

This job is an absolute whirlwind of responsibilities and emotions, and it's definitely not for the faint of heart. As an ATO Outsource Customer Solutions Specialist, you hold a tremendous amount of personal responsibility. Deciding and negotiating the financial outcomes of clients, such as remissions, payment plans, and debts, carries significant weight and can have life-changing impacts on these individuals. The gratification that comes from helping people improve their lives and get their finances back on track is unparalleled. However, it's important to acknowledge that this job also entails making tough decisions and dealing with highly emotional clients who may lash out when under extreme stress.

On the technical side, the amount of software and CRMs involved is nothing short of epic. To excel in this role, being tech-savvy and quick to adapt to these systems is crucial. Additionally, staying up-to-date with ever-changing tax laws and regulations adds another layer of complexity, but thankfully, the company offers an intensive training program to support you in this aspect.

The team dynamic seems to be one of the highlights of this job. Despite the diversity among colleagues, there's a sense of camaraderie, with everyone understanding each other's feelings and offering support during stressful times. Humor and banter play a vital role in alleviating the daily intensity, fostering a positive and supportive work environment.

The major drawback, however, lies in the compensation. Considering the immense workload, professionalism, security policies, and the authoritative decisions you're entrusted with while serving the Australian public as an ATO Agent, the pay is undoubtedly disappointing. 

In summary, the job itself is immensely fulfilling, and the workplace culture is a source of great satisfaction. However, the low pay significantly impacts the overall job satisfaction,  they need to reevaluate the compensation to match the level of dedication and responsibility demanded of its employees. The financial aspect really lets down the overall score - hence  my three star rating.  

- Having great colleagues and making important decisions while serving the Australian public may put smile on your face, but a smile doesn't pay your bills. 

If you're considering this job, think twice—especially if you care about your well-being.

While working from home (WFH) is an option for those on the My Aged Care contract, the reality is far from ideal. The vast majority of your calls (98% of the time) will be with frustrated, aggressive individuals who are angry at a broken system.

Training lasts just two weeks, after which you're thrown into the deep end with minimal support. Most employees don’t even make it past training—hence why there are dedicated trainers constantly onboarding new hires. Once you're on the phones, you’re expected to navigate over 70 different processes, most of which you’ve never been taught. Your only resource? A knowledge base that you must read while handling live calls with confused or irate callers.

Meanwhile, you're required to take detailed notes and will be heavily scrutinized on call quality. If you fail a call—whether due to 15 seconds of dead air, a minor spelling mistake, or putting someone on hold for over five minutes (even when the support team is unavailable)—you’ll be pulled into a meeting with your manager.

The Pay is Terrible
Despite the high stress, you’ll only be paid the absolute minimum—Level 1 of the Call Centre Award. This means you are earning minimum wage for dealing with constant verbal abuse and unrealistic expectations.

Even worse, if you pick up extra hours to help cover a colleague’s shift, you won’t be paid overtime, even if you’ve worked over 38 hours that week. Instead, those hours are simply paid at your normal (minimum) rate.

Management & Micromanagement
Requesting time off is an ordeal, and management monitors your screen activity at all times, despite you only having access to work-related applications. The environment is micromanaged, stressful, and draining.

If you're looking for a supportive, well-structured workplace, this is not it.

Training is only 11 days of theory - absolutely no practical application of what you’ve learnt until you go live - which you obviously are not ready for. After only 11 days of simply writing down notes, you are expected to take calls from customers whilst handling their sensitive tax related information. You are told there will be a lot of support during your nesting period (first 2 weeks of taking calls after the 11 day training) - but all you see are 10 other trainees with their hands up, waiting for a floor worker to assist them while we all have clients on hold for 10 minutes trying to figure out what to do with the unintelligible jargon that is “scripting” - and the worst thing - there’s only about 2-3 floor walkers at most, sometimes none at all. 

They expect you to be taking calls non-stop, including 6 minutes before the end of your shift, so there’s always that horrible possibility you’ll be stuck on a hour call, being the only person left on the floor. Break times are inconsistent so you will never able to mingle with other trainees/employees (the only upside of the job, you meet some really nice like-minded people). 

The hardest part of the job is everything. You are not trained anywhere near enough for the difficulty level of the role - and the expectations are far too high and unattainable considering the lack of training, the inconsistent information being given, the ridiculous work hours and the unbearable stress of dealing with abusive, nasty and condescending customers.

There are truly no enjoyable parts of this job - it’s not challenging, but rather stressful. It’s not engaging, instead headache inducing. And the only good thing - the other trainees/employees - you don’t even get to interact with them because our break times never align as some of us will be stuck in 2 hours calls. 

My experience at this company was deeply disappointing, largely due to persistent microaggressions and a clear lack of proper staff training. From the start, subtle but hurtful comments were brushed off as “jokes,” creating an environment where disrespect felt normalized. Colleagues frequently interrupted, questioned competence without cause, and made assumptions that reflected unconscious bias rather than professionalism. Management failed to address these issues, often minimizing concerns instead of fostering accountability.

Equally troubling was the inadequate training structure. New hires were given minimal onboarding, unclear expectations, and little guidance on procedures or company standards. When mistakes inevitably happened, blame was assigned instead of support offered. There appeared to be no consistent framework for professional development, diversity awareness, or leadership coaching.

A workplace should feel inclusive, respectful, and supportive of growth. Unfortunately, this environment felt dismissive and unprepared to cultivate either equity or excellence. Significant investment in cultural competency training and structured employee development is urgently needed to create meaningful change.

work isnt too hard at all, however everything around the work makes things harder. 

I will start off by stating that the work isnt bad. It can actually be quite rewarding after helping someone with issue with their myki, making a booking or get them to ther destination. 

Work is also reasonbly flexible which can help a lot.

but the pay is too low for the amount of work we do. 700 a week for full time work with the days of being random is ridiculous. Oh yeah the days off are also random. one week it could be thursday and tuesday and the next sunday and friday its quite annoying. The times are also random but always 9 hours. so you can start from any time from 6 to 4pm and work 9 hours.

The managers can also be extremely invasive and patronising. If youre on the toilet for more than 5 minutes, expect messages asking what youre doing and you begrudingly tell them that youre using the bathroom. Its uncomfortable for everyone. 

incentives are also useless. you can get a promotion to a job with a higher workload but dont expect a pay raise.

If you are able to do particularly well in a call centre setting and work out methods to consistently perform great, they just use their tracking software to either train AI or other staff to act just like you the next week.  That's it. There's no incentive to keep getting better to advance or anything. They're just harvesting how you've done it without consulting with you. Ultimately hampering your advancement and then just changing or upping targets. You're just livestock to them and they're not even that good at the job themselves. They'll only pick people for advancement based on (let's face it) diversity quotas. And those demographics are never actually top performers. There's always an excuse for why they announce someone to be promoted on their screens. But it's no because they did heaps of calls.

Truely underpaid. All extra training they give you is still at the same base rate until you finish the training completely. There isn’t any other pay raise once fully trained in a department. You will have so many skill sets and still your pay will not match up on what types of calls you take.

Not flexible at all with parental needs. When advising you are unable to stay at work due to having an emergency they ask if you can make up the hours that same week. 

Imagine your child’s school calling the work line they provide you at the beginning of your training just to see the missed calls on your breaks to say that your child is super sick and needs to go home, that they called the line and were told your work place said to the school they will tell you. This break was over an hour from when the school called and my poor child sat in sickbay with a high fever for that whole time. 

COULD NOT UNDERSTAND WHERE THE MISCOMMUNICATION WAS….

I try every day. Here are the truths: You may get sick guilt tripped. Highly daily stress. Also, unless you network / have buddies, you will be ‘a number’ or cog in the machine. PAY RANGES $21.48 TO $23.50 for 1st Year.  Low pay for INTENSE WORKLOAD. THE WORK WILL affect your health in all aspects – so for those super/highly sensitive, soft or introverted THIS FIELD WORK IS NOT FOR YOU. VERY HIGH CLIENT ABUSE. Poor management; not engaged with the reality of the stress related to the job vs the extremely low salary. Not exit interview, so they never find out. Poor pay. Poorly structured company, badly organised. Extremely poor management. Unrealistic KPI’s, extremely low salary for the workload. KPI's, micro managed, care about the dollar, not service, ridiculous expectations


It's a stressful work environment taking calls on the behalf of Centrelink. You meet great people and it's great experience but the office is disorganized from high turnover. You burn out very fast and aren't given much recognition or rewards for what you do. Helping people is rewarding but you are just a number. 

I had started working here in 2020. The initial campaign finished about 3 months into work. I was internally hired for another campaign which I had been a part of ever since my termination. That particular campaign was a dream to work for at the start. About 2 years ago, there were a few changes to the leadership positions. Since then, the campaign had been on a downfall. My colleagues and I had pointed it out multiple times but there were no improvements. I was on the verge of quitting but ultimately I was made redundant due to a "financial decision". The only enjoyable part about working here were the friends I'd made along the course. The work, the micromanagement, the unnecessary intervention into our private lives are a few of the things I'd had to endure and the current work staff are currently enduring. 

Top Job Titles	Average Salary
Customer service representative 13 salaries reported	$27.46 per hour
Team leader 3 salaries reported	$70,000 per year
Call center representative 3 salaries reported	$25.33 per hour
Customer solutions specialist 4 salaries reported	$28.00 per hour
Collection agent 3 salaries reported	$25.93 per hour

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