Customer Experience Advisor

4 days ago

Altona, Australia City of Hobsons Bay Full time

**Full Time 35 hours per week**:

- **12-month parental leave replacement contract (until August 2026)**:

- **Band 5 - $75,511.85- $87,624.83 + Super + monthly RDO**

An exciting opportunity exists to join the Community Learning and Service Centres department at Hobsons Bay City Council as a Customer Experience Advisor.

**About this role**:
Provide leadership, guidance, training, and operational oversight to a team working across multiple sites. You will be responsible for maintaining high standards of customer service, ensuring a consistent and positive experience for all community members. Work closely with the Customer Experience Lead to ensure Hobsons Bay Service Centre’s provide high quality service as the first point of contact, working strategically and in partnership across the organisation.

**What you’ll be working on**:

- Key responsibilities include staff management, rostering, and serving as the first point of escalation for operational or safety concerns.
- You will support team members, offering direction and resolving issues as they arise.
- Support less experienced customer service team members, including providing a point of escalation or assistance with complex enquiries as required.
- Facilitate a collated and detailed response for more complex and multi-faceted community enquiries.
- Be prepared to contribute to project change management pieces of work and collaborating ideas with colleagues cross functionally.

**What you need to succeed**:

- Your ability to lead effectively and respond proactively will be critical to the ongoing success of our operations.
- Ability to provide guidance, on the job training, and support to more junior staff and act as a Senior on Duty with basic knowledge of HR and OHS practices.
- Well developed verbal and written communication skills and demonstrated ability to collaborate and engage stakeholders in a public sector environment, with an ability to adapt to a range of formats and audiences.
- Ability to work unsupervised and manage, plan and organise own workloads, and where appropriate that of other employees to achieve project objectives within approved time frames and budgets.

**Applications should include a short statement that covers**
- Your motivation for applying.
- A description of skills and knowledge that you would bring to the role.

Applications close **11:30pm** on **29th July 2025**.

Make an impact that matters to the Hobsons Bay community

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