Customer Experience Trainee

Own your future with a Traineeship at Port Stephens Council (PSC) – ready for commencement in January 2026

The opportunity

Our Customer Experience team are the first point of contact for our Community within Port Stephens, handling every enquiry with care and professionalism every time.

As our Trainee Customer Experience, you will be trained in providing first class customer experience through over the phone enquiries, online customer requests, web-chat, and our socials.

Not only will you gain invaluable on the job work experience from the team, you will also undertake a Certificate III in Business (Customer Engagement).

No two days are ever the same when you work on our newly refurbished Customer Experience desk You will be assisting with high volume calls and face to face customers, triaging a wide variety of enquiries, and processing Council's incoming emails into Council's records management system.

What does a career at PSC look like for me post-Traineeship?

Whilst we can't guarantee a permanent position post-Traineeship, this is what a career path could look like with a qualification behind you:

• Customer Experience Officer
• Business Administration roles – with your new found knowledge of Council operations the doors open to all types of administration opportunities
• You might move your way into a leadership position and work as a Team Leader across any of our Customer facing teams, even at our Visitor Information Centre
• Or a strategic leadership position such as a Customer Experience Coordinator

This is a contract opportunity – working full-time 35 hours / week + access to a flexible working arrangement + access to study leave to attend courses at your formal education provider during work hours

Base Hourly Range: $26.70 to $34.16 (T4 - T7) + 12% superannuation + $2,464 retention allowance  Under 18 years of age: $19.85 (T2) + 12% superannuation + $2,464 retention allowance

You will be working from PSC Administration Building, Raymond Terrace

Some of the key responsibilities within this role are listed below however you can view the full list here – view the position description.

• Assist in managing high volumes of customer enquiries and switching between multiple communications channels including; phone, counter, online requests, web chat, Facebook messenger and email
• Triage a wide-variety of Council related enquiries
• Process Council's incoming mail and emails into Councils EDRMs system

What does it mean to be a Trainee at PSC?

Throughout your Traineeship, you'll receive;

• Financial support in a paid role, including full payment for your studies
• Time in your work week to attend your formal training
• Progression through your salary levels with each year of successful completion
• You will also have the opportunity to participate in our internal networking events, where you can meet and socialise with other Apprentices, Cadets and Trainees at PSC
• Opportunities to develop your own professional and social networks through collaborating with other teams across PSC

We're all about putting the right people, in the right role Here's what we're looking for:

• Demonstrated commitment to the completion of a Certificate III in Business (Customer Engagement).
• Access to reliable transport for attendance at both work and external training providers
• Ability to work in a team environment

This is life at PSC

• Work/Life balance with generous leave entitlements, flexible work options and leave in lieu
• Long service leave when you've been with us for just over 5 years
• Health & Wellbeing leave to recharge when you need it
• Industry leading Paid Parental Leave accessible for all employees – regardless of how you became a parent, we offer 14 weeks that can be taken within 2 years from the birth, adoption, or long-term foster care of your child.
• PSCare Day available to all employees to take in addition to your regular leave entitlements
• Confidential support (including mental health) through our employee assistance program
• Award winning health and wellbeing program PSCare, Workers Health Initiative with access to a broad range of gyms in the area, and discounted health insurance
• Free parking on site and a convenient local shopping centre
• Coffee and food to keep you sustained at our on-site café
• And lots more…

Enough about us, we want to hear about you So tell us about…

• Why you want a career in Customer Service?

Ready to Apply? Here's what you need to know

To complete your online application, you will be asked to upload;

• a copy of your resume
• provide responses to questions outlined above

Applications Close: Midnight, Sunday, 21 September 2025

For position related enquiries, contact: Anita Marchant, Customer Experience Coordinator,

For Application enquiries, contact: Brooke Tisdell, Talent Acquisition Advisor,

For information on the Cadetship and study requirements, contact: Tiahna Sanderson, Learning & Development Officer,

For information on our recruitment process, and what we look for in an application, please visit our Careers page on our website for 'How to Apply'

We're a 2024 Circle Back Initiative Employer – we commit to respond to every applicant

We've partnered with the Veterans Employment Program to support veterans finding suitable, sustainable and meaningful employment

Port Stephens Council adheres to the principles of a child safe organisation and supports children and young people having safe and welcoming experience in our community, accessing our facilities and in our care

We acknowledge the Worimi as the original Custodians and inhabitants of Port Stephens. May we walk the road to tomorrow with mutual respect and admiration as we care for the beautiful land and waterways together.