Samantha Cetin loves the opportunity to drive innovation, improving the way she and her team work to deliver efficiency in their service offering. 

As Project Lead in the National Contact and Coordination Centre (N3C) based in Parramatta, Western Sydney, Samantha says the secret to her success is to work hard and learn everything you can.  

If I am asked to give advice to someone looking for a career in customer service, I tell them to be open to change and suggestions. 

The past two years have been hectic in the contact centre, with additional demands brought about by the pandemic, along with fluctuations in staffing numbers as employees were in isolation or were unwell. 

Samantha says during that time she has stretched herself out of her comfort zone, managing a growing team, developing training manuals for new starters, assisting with additional work during the storms in early 2022 and everything in between.

'It was important to me that my team were managing their fatigue given the increasing demands placed on us, but also ensuring we were maintaining our workflow and delivering excellent service to our clients,' Samantha says.

Samantha has worked in contact centres for over 15 years, working her way up to her current lead role. She says her vision for the future is to help drive uniformity of service right across the contact centre. 

By utilising simple systems and standardising our services we can create the best outcome for all.

^{The N3C with its highly skilled and diverse team manage close to 1 million inbound and outgoing calls per year.}
 

The National Contact and Coordination Centre

The N3C operates on a 24/7 basis providing inbound and outbound customer service, technical resolution management, critical incident management, work order management, triage, live subcontractor management, planning and scheduling of work services. 

The N3C provides a gateway and career development ecosystem for future Ventia talent.

Our highly skilled and diverse team currently manage close to 1 million inbound and outgoing calls and over 1 million emails per year across 14 diverse contracts.

Read more about the N3C on our website here: https://www.ventia.com/capabilities/national-contact-coordination-centre-n3c

Career opportunities 

If you're interested in a career with Ventia in our contact centre, visit our careers page.