Customer Service Officer

• Full-time, Part Time, permanent and casual roles
• Salary $75,327 per annum + 12% Superannuation
• Play a pivotal role in providing an outstanding experience to our community

At Whitehorse City Council, community is at the heart of everything we do. To stay ahead of the evolving changes and needs of the community, the organisation is undertaking an exciting transformation journey that will transform ways of working and will empower employees to be innovative and constantly striving towards providing excellent customer experience at all times. The five pillars of our transformation focus on:

• Excellent Customer Experience and Service Delivery
• Great Organisational Culture
• Innovation and Continuous Improvement
• Good Governance and Integrity
• Long Term Financial Sustainability

The role:

As a Customer Service Officer (CSO) you will be the key to unlocking the seamless connection between the people in our community and the extensive range of services they require from Council.

Speaking with our community face to face, on the phone, via email or even through online chat you will support our community by with connecting them the answers and solutions that will make the biggest impacts on their day and often their lives.

By bringing your empathy and your communication skills you resolve enquiries and provide valuable information that will guide residents through the myriad of services available.

At Whitehorse City Council, we value quality over quantity. We step away from only focusing on traditional metrics, to ensure our team can focus on what truly matters—providing outstanding service. Join us in our journey to make a real difference in the lives of our community, with a role that offers both challenge and fulfilment.

About you 

You have a driven to support people.  You look for a way to get to solutions and answer and thrive on getting things done or finding the answers no one else could find You do this with empathy and genuine care and understanding for those seeking your help. This is what customer service looks like to you. So, to be successful in this role you will

• Bring a proven track record in customer service role
• Demonstrate how you apply your customer service experience with interactions that are:
  
  1. Face to face
  2. Over the phone
  3. Via written communications (such as email)
  4. and through online chat platforms

This is an exciting role that will connect you with the community as well as all parts of council. Join us as we work to improve the lives of those we serve in the community.

In return, we will offer:

The ability to make a difference - Working at Whitehorse City Council you contribute to making a real difference in the lives of the community and those that live, learn, work or visit Whitehorse.  Every day you really will see how the work you're involved in benefits the diverse community.

Great working conditions – a professional environment, friendly and supportive teams and a flexibility program that promotes employee work life balance.

An extensive Health and Wellbeing offering – Employee assistance program, private health insurance benefits, health checks (skin, hearing and vaccinations), discounted gym membership and facilities (e.g. Theatre, Arts, Leisure) and an active health and wellness program (e.g. stretching, healthy eating demonstrations and health challenges.

Career opportunities – engaging work and the opportunity to apply your skills and experience.

Transformation  - We are in a time of transformation to stay ahead of the evolving changes and needs of our community. Together, we are on an exciting journey to empower all of our employees to be innovative and constantly strive towards continuous improvement.

Reward & Recognition - extensive reward and recognition program, corporate learning offerings, study assistance and comprehensive leadership development programs.

Further Information: 

Further information is available from Mel Thompson on Applications close 1pm on Monday, 8 September 2025.

How to Apply: 

Visit our website to submit your application including one-page (or less) that outlines "an example of how you contributed to creating a positive and supportive team culture while delivering exceptional customer service?"

Shortlisted candidates will be invited to attend an assessment centre on Monday, 15 September 2025.

Apply today to make a real difference

Come and join the transformation

Download the Position Description:

Customer Service Officer Corporate Services

City of Whitehorse is a culturally and linguistically diverse community. We are proud of the diversity of our workforce and recognise the strength this provides in meeting the needs of our community. We are committed to upholding a safe, inclusive and respectful workplace that values the contribution of all.

Whitehorse City Council is committed to being a child safe organisation.  We recognise our responsibilities to keep children and young people safe from harm and have established policies, procedures and training to achieve these commitments.

ABOUT US

The City of Whitehorse, located 15 kilometres east of the Melbourne CBD, is a culturally diverse community of almost 177,000 people. Whitehorse includes the suburbs of Box Hill, Burwood, Nunawading, Blackburn, Mitcham, Forest Hill and Vermont and is characterised by quiet tree-lined residential streets, an abundance of parks, gardens and natural bushland reserves, bustling shopping centres and a diverse range of arts, cultural, sports and leisure facilities.

Whitehorse City Council provides more than 100 services and facilities across a range of areas within our community services, city development, infrastructure, corporate services and transformation directorates. Whitehorse is one of Melbourne's largest metropolitan councils with a workforce of approximately 1300 employees and aspires to foster an inclusive, vibrant, prosperous and sustainable community. Our employees help us achieve these goals

At Whitehorse, employee health, wellbeing and development are paramount, and we aim for everyone to become the best they can be in the workplace. Benefits of working with us include:

• A welcoming and supportive working environment 
• Great opportunities for training and to build a long-term career within Whitehorse or the local government sector.
• Extensive employee health and wellbeing programs including flexible working arrangements
• Salary sacrifice options for gym / swim memberships, childcare and superannuation; and access to novated vehicle leases.
• Competitive terms and conditions of employment 
• Ample onsite parking at most facilities with ready access to public transport 
• Active Social Club with a calendar of events through the year

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