Customer Service Officer

Frankston City Council is located on the eastern shores of Port Phillip Bay where the beach meets with the natural landscapes of the Mornington Peninsula.  We are a diverse community that provides a vibrant lifestyle along with a growing economic and arts sector. 

Our leadership team is committed to building an engaged and collaborative culture where innovation and being future focused are the norm. If you want to help shape the future of Frankston, now is the time to join our team 

About the position 

Council's Customer Experience & Transformation Department is looking for Customer Service Officer who will be responsible for ensuring an enhanced customer experience for the community and visitors who interact with Frankston City Council across a broad range of service platforms. 

Your main responsibilities will include:  

• Responding to, referring and resolving enquiries from the public in an empathetic and timely manner; 
• Providing information on Council's services and facilities to customers and Council officers; 
• Resolving general telephone, counter and online enquiries from the public and provide written responses within the agreed corporate guidelines; and 
• Processing payments received from the public, ensuring they are receipted according to Council's procedures. 

About you 

As the successful candidate, you will have: 

• Demonstrated experience in delivering an excellent standard of empathetic, customer focused service in a customer centred role; 
• High level organisational and well-developed administrative skills; 
• Technological skills to fulfill the requirements of the position; 
• Well-developed verbal and written communication skills; 
• Ability to prioritise and complete customer enquiries to the expected standard in a timely manner 

If you would like to learn more about this opportunity or have any questions, please contact Rebecca Tormey at  

Internal candidates must speak with their Supervisor regarding their interest in applying for the role.  

How to Apply 

Please apply online, include your resume and include a separate, one page cover letter addressing three Key Selection Criteria below.

Key Selection Criteria to address in your cover letter:

• Demonstrated ability to resource information across a broad range of topics using internal knowledge management system or relevant online resources. 
• Demonstrated ability to communicate with a broad range of customers both verbally and in written form. 
• Demonstrated experience working in a fast-paced customer focused environment.  

Please note applications received via email will not be accepted.  

Benefits of working at Frankston City Council  

Be part of a workplace that is looking to transform the way that we work and build on our values "Kinder, Fairer, Smarter". As an employee, you will have access to benefits such as: 

• Access to professional and career development opportunities 
• Purchased leave  
• Employee assistance program 
• Limited Hybrid Working Model 
• Salary sacrifice gym membership at Peninsula Aquatic Recreation Centre. 

This position is a Band 4A currently remunerated at $74,536.73 per annum (pro rata for part time).   

This is a temporary part time position from the 5th January to the 6th November You will be working 24 hours per week. 

The position description for this role can be found on the Frankston City Council Careers page.  

Culture at Frankston City Council 

Frankston City Council respectfully acknowledges the traditional owners, the Bunurong people, as the custodians of the land on which we live and work and their Elders past and present. 

Council is committed to building a culture that values diversity and promotes a workplace that welcomes and includes the unique contributions of all people. We encourage applications from individuals of all ages, backgrounds and identities. As well as applicants who identify as being Aboriginal and Torres Strait Islander, are culturally diverse, LGBTQIA+ or who have a disability to apply. 

Council has zero tolerance for child abuse.  Protecting children and preventing child abuse is embedded in the everyday thinking and practice of all Councillors, employees, contractors and volunteers. 

We encourage you to talk to us about any adjustments or additional support you may require during the recruitment process, as well as how this role can be flexible for you.   

Pre-Employment Information 

You will need to provide evidence of your right to work in Australia, certified copies of your qualifications, a current Driver License and Working with Children Check. You must also be willing to provide a Pre-Employment Health Declaration and undertake a National Police Record Check.