Customer Experience Officer

Overview

Join to apply for the Customer Experience Officer role at Wodonga Council. As a Customer Experience Officer, you'll play a vital role in supporting the day-to-day operations of Wodonga Council. From reception and contact centre support to handling payments and enquiries, you'll ensure every interaction is professional, timely, and leaves a positive impression on the people you assist.

Responsibilities

• Be the first point of contact. You'll be the friendly face at reception or the welcoming voice on the phone, helping residents, visitors, and businesses with a wide range of enquiries. From providing quick answers to guiding people through council processes, you'll make sure everyone feels supported.
• Handle enquiries across multiple channels. Whether it's face-to-face, over the phone, by email or through online chat, you'll respond to questions, lodge service requests, and connect customers to the right teams. Every interaction is an opportunity to create a smooth and professional experience.
• Manage transactions with accuracy. You'll process payments, balance cash, and handle banking transactions with care and attention to detail, ensuring financial accuracy and compliance with council procedures.
• Contribute to service improvement. We're looking for someone who is observant and proactive. You'll notice where things could be done better and share ideas that improve the way we serve our community.
• Bring a calm and professional approach. Customers may come to you with complex or sensitive issues. We need someone who can listen, stay composed under pressure, and find the best way forward while maintaining a courteous and professional manner.
• Work as part of a supportive team. You'll be part of a close-knit customer experience team that collaborates, shares knowledge, and steps in to help each other when things get busy.

Location

Location: Onsite.

What we offer

• Career Development – Ongoing learning, mentoring, and progression opportunities.
• Leave Entitlements – Generous and flexible leave to support work-life balance.
• Flexible Work Options – Where applicable, enjoy adaptable hours and flexible work arrangements.
• Health & Wellbeing – Access to Fitness Passport, EAP, and other wellness initiatives.

Key Selection Criteria

Our ideal candidate will be able to show us the following:

• Relevant qualification in customer engagement or business administration and experience in a high volume customer service and/or contact centre team role.
• Good verbal and written communication skills to communicate with customers, staff and members of the public.
• A team player with good people skills who understands how to build strong working relationships.
• Well-developed computer skills and adaptability in using a variety of computerised systems.
• Demonstrated sound judgement and decision making skills.

How To Apply

To apply, visit Wodonga Council — Careers.

1. Complete our online application form
2. Submit a brief cover letter
3. Upload your current resume

Prior to commencement, the successful applicant will be required to provide the following:

• A copy of a recent National Police Check (less than 3 months)
• A current driver's licence

If applicable, evidence regarding right to work in Australia will need to be presented.

Enquiries

Team Leader Customer Experience – Jessica Hales – 0421 636 345 – [email protected]

Applications close

11.59pm, Sunday 7th September 2025. This position may be filled prior to the closing date if an exceptional applicant is identified.

Seniority level

• Entry level

Employment type

• Temporary

Job function

• Other

Industries

• Government Administration

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