Customer Service Officer

As Customer Service Officer, you will be part of the Customer Strategy and Experience team and responsible for positively contributing to the efficient and effective operation of the Contact Centre team by responding to and resolving customer enquiries across a range of communication channels, including but not limited to phone, email, and online services.

• Positively contribute to a culture of service excellence and innovation, including constructively raising ideas, actively engaging in regular coaching and team meetings, and responding with flexibility to change
• Provide a high level of personalised customer service while maintaining professionalism and diligence to achieve desired service outcomes and first contact resolutions
• Handle customer enquiries with empathy and care and ensure research and liaison with customers
• Collaborate with team members and other council employees to resolve customer issues, including complex and/or emotive enquiries

• Interpersonal, communication and problem solving skills to deliver quality customer service experiences
• The ability to work with multiple computer systems and understand processes
• Previous customer service experience in a similar role
• Belief in our values of safety and wellbeing, communication, collaboration, integrity, efficiency, and leadership

There are multiple positions available with a salary commencing at $76,541 pro rata plus 12.5% superannuation.

• 1 permanent full time position (38 hours per week over 5 days)
• 2 casual positions working on an as required basis

You will enjoy:

• Positive workplace culture: Be part of a team that values positivity, inclusivity and a supportive environment where everyone can thrive
• Work/Life balance: Enjoy a supportive approach to work/life balance to maintain your well-being while fulfilling your work ambitions
• Diversity and inclusion: Work with a diverse workforce where different ideas and perspectives lead to innovation and better decision making
• Learning and development: Experience ongoing learning, development and career opportunities to enhance your skills, expertise and knowledge of industry trends
• Health and well-being: Access to discounted gym memberships, employee assistance program and special events supporting your physical and mental health
• Leave options: Annual leave with 17.5% leave loading, cultural leave and other leave options
• Salary packaging: Tailor a variety of salary packaging options to your needs such as financial advice, income protection insurance, professional memberships, novated leases and more

Ipswich is a dynamic blend of rich heritage, proud communities, diverse landscapes, and a lively energy all contributing to a region full of liveability and opportunity. It is the state's fastest growing city and one of the oldest provincial cities.

Ipswich City Council contributes to our vibrant and growing region with teams operating across various industries delivering services to the community and creating our vision:

Ipswich, a city of opportunity for all. Join us.

We have a workplace culture built on our values of safety and wellbeing, communication, collaboration, integrity, efficiency, and leadership. Come and join us in shaping the future of the city and its people.

If you share our values and are passionate about enhancing the quality of life for the Ipswich community, then this could be the role for you.

Please apply online and submit:

• A cover letter of no more than 2 pages describing how your skills and experience will assist in meeting the requirements of this role. Please nominate which role/s you are interested in.
• A resume of no more than 4 pages including current licences/tickets/qualifications/certificates/visa that you hold

Please direct any related questions to

Successful applicants must agree to provide information for pre-employment screening including referee checks, validation of eligibility to work in Australia, criminal history check and may include heath assessments, validation of qualifications and licences and other screening checks.

Ipswich City Council is an Equal Employment Opportunity employer: We are committed to building a diverse and inclusive workplace by supporting equal opportunities regardless of gender, culture, generation, sexual orientation, or disability. We promote a respectful workplace culture that is free from all forms of harassment, workplace bullying, discrimination, and violence.