Customer Experience Agent

- Be part of a small team that does BIG things

- Provide exceptional customer experience to the Glen Eira community

- Multiple part time positions available

- $35.55 - $38.03 (dependent on experience) per hour + superannuation

About the Team

Our Customer Experience team consists of approximately 30 staff members; this dynamic and high performing team excels in delivering exceptional service at a fast pace across all of Council’s communication channels. Whether through phone calls, face-to-face interactions, live chat, emails, or social media, our dedicated staff consistently meets and exceeds customer expectations, ensuring efficient and effective resolutions.

About the role

As a Customer Experience Agent, you will be the first point of contact for general customer support and queries, primarily handling phone calls. In addition to phone support, you will assist customers through various other channels including face-to-face at the Council’s Service Centre in Caulfield, as well as digital channels (Live chat, emails and social media).

About you

We are looking for customer-focused, friendly and highly resilient individuals who are committed to putting customers’ needs first every time and producing great customer outcomes.

You will have a high level of resilience to manage challenging enquiries, while maintaining integrity and respect. You’ll also have a positive can-do attitude and be a great team player in a fast-paced environment.

You must be willing to work in a hybrid environment from home and at Glen Eira Town Hall.

Service Centre’s normal business hours are:

- Monday, Tuesday, Wednesday, Thursday, Friday from 8:30am to 5:00pm

Skills and experience

- Ability to demonstrate and display Council’s Values – Collaboration, Respect, Service Excellence, Integrity and Innovation.

- Excellent communication, negotiation and listening skills.

- Experience in complaints handling and conflict resolution.

- Proficient at using a computer and multiple systems.

- Call centre experience will be highly regarded.

Pre-employment checks

Progressed candidates must undergo pre-employment screening as a standard procedure which will include:

- Employee Working with Children Check

- New National Police Record Check

- Health declaration

- Evidence of right to work in Australia.

Pre-employment checks are not used by Glen Eira City Council to prevent any applicant from applying for this position. Each application will be considered on its merits.

Position Description

Customer Experience Agent - Position Description - October 2025.pdf

For further information or a confidential discussion please contact Vicki Halastanis, Customer Experience Team Leader on 9524 3333.

Applications close: 26 October 2024 at 1155PM

Apply NOW

All applications must be submitted online by clicking the ‘Apply’ button. As part of your application, you will need to:

- Attach your resume

- Attach a cover letter telling us a bit about yourself, your relevant experience and why you are applying for the role (No more than 1 page)

- Answer the following screening questions as part of the application form (Tip: refer to the Glen Eira’s website for answers).

What’s on offer

- Flexible work options

- A supportive and collaborative team environment where your ideas are welcomed

- Access to paid training and participation in Council’s extensive Learning and Development programs

- Reward and recognition programs

- Comprehensive leave entitlements

- Corporate gym memberships at Glen Eira Leisure

Working at Glen Eira City Council

The City of Glen Eira is a dynamic municipality located within the southeast metropolitan region of Melbourne, approximately 10 kilometres from the CBD. Council provides a range of services to over 155,000 residents from more than 160 cultural backgrounds and over 16,000 businesses.

Glen Eira City Council is a collaborative, values-based organisation that strives for innovation. Our 1,370 employees bring their diverse backgrounds and varied experiences and perspectives to an inclusive and flexible work environment, creating a unique and vibrant culture that is representative of the municipality it services.

Recognised as an Employer of Choice, we seek people who share our community focused values and have a desire to create positive local impact.

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