Customer Service Officer Trainee

Customer Service Trainee
(Special Measure – Young People with Disability)

This is a special measures role as per the Equal Opportunity Act 2010 (Vic); only applicants who identify as a young person with disability will be considered.

Why join us?

• Kick-start your career – earn an accredited Certificate qualification while gaining hands-on customer service experience in a supportive office environment.
• Learn from the best – work side-by-side with our Customer Service team and rotate through other Council departments to build your skills and networks.
• Inclusive and flexible – we make reasonable adjustments and tailor on-the-job coaching to suit your strengths and learning style.
• Make a difference – help residents understand Council services and connect them with the right people, contributing to a great community experience every day.

What you'll do

• Greet visitors at our service counter and answer incoming phone calls.
• Respond to email and online enquiries, recording details in Council systems.
• Take EFTPOS payments and issue receipts.
• Direct customers to the correct department or officer.
• Attend team meetings and complete short training modules on topics such as cyber-security, privacy and safe workplace behaviour.

What you'll bring

• A genuine interest in helping people and learning new skills.
• Clear, calm and friendly communication – in person, on the phone and in writing.
• Confidence to ask questions and seek guidance when needed.
• Basic reading, writing and computer skills (e.g. Microsoft Word).
• Commitment to follow instructions and Council policies (including safety and confidentiality).
• Ability to travel to our Box Hill Civic Centre for rostered shifts.

Eligibility & checks

• Australian work rights.
• Satisfactory National (and, if applicable, International) Criminal History Check.
• Victorian Working with Children Check (if you are 18 or older).
• Meet State traineeship eligibility rules (we'll guide you through this).

How to apply

1. Prepare a one-page document answering these three questions:
   • Why does this role interest you?
   • What do you hope to gain from the traineeship?
   • In your own words, what does "great customer experience" mean?
2. Upload your answers (and an optional résumé) via the Customer Service Trainee vacancy at

Short-listed applicants will be invited to a friendly phone interview to discuss your application and the role in more detail.

If successful you will then be invited to our Information and Assessment Session on Tuesday, 10 June 2025.

Need adjustments or more information?

We're happy to talk about how we can support you through the recruitment process and on the job. Email ********** or phone ***.

Join us in delivering great service to our community while building your own future career – we're excited to hear from you

At Whitehorse City Council, community is at the heart of everything we do. To stay ahead of and best respond to the evolving changes and needs of the community, the organisation is undertaking an exciting 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

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.

Download the Position Description:

Customer Service Officer Traineeship

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