Customer Experience Agent

• Customer Experience

• Part-time

• Closing on: Oct

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• Be part of a small team that does BIG things
• Provide exceptional customer experience to the Glen Eira community
• Multiple part time positions available
• $ $38.03 (dependent on experience) per hour + superannuation

About the Team

Our Customer Experience team consists of approximately 30 staff members; this dynamic and high performing team excels in delivering exceptional service at a fast pace across all of Council's communication channels. Whether through phone calls, face-to-face interactions, live chat, emails, or social media, our dedicated staff consistently meets and exceeds customer expectations, ensuring efficient and effective resolutions.

About the role

As a Customer Experience Agent, you will be the first point of contact for general customer support and queries, primarily handling phone calls. In addition to phone support, you will assist customers through various other channels including face-to-face at the Council's Service Centre in Caulfield, as well as digital channels (Live chat, emails and social media).

About you

We are looking for customer-focused, friendly and highly resilient individuals who are committed to putting customers' needs first every time and producing great customer outcomes.

You will have a high level of resilience to manage challenging enquiries, while maintaining integrity and respect. You'll also have a positive can-do attitude and be a great team player in a fast-paced environment.

You must be willing to work in a hybrid environment from home and at Glen Eira Town Hall.

The Service Centre's normal business hours are:

• Monday, Tuesday, Wednesday, Thursday, Friday from 8:30am to 5:00pm

Skills and experience

• Ability to demonstrate and display Council's Values – Collaboration, Respect, Service Excellence, Integrity and Innovation.
• Excellent communication, negotiation and listening skills.
• Experience in complaints handling and conflict resolution.
• Proficient at using a computer and multiple systems.
• Call centre experience will be highly regarded.

Pre-employment checks

Progressed candidates must undergo pre-employment screening as a standard procedure which will include:

• Employee Working with Children Check
• New National Police Record Check
• Health declaration
• Evidence of right to work in Australia.

Pre-employment checks are not used by Glen Eira City Council to prevent any applicant from applying for this position. Each application will be considered on its merits.

For further information or a confidential discussion please contact Vicki Halastanis, Customer Experience Team Leader on

Applications close: 26 October 2024 at 1155PM

Apply NOW

All applications must be submitted online by clicking the 'Apply' button. As part of your application, you will need to:

• Attach your resume
• Attach a cover letter telling us a bit about yourself, your relevant experience and why you are applying for the role (No more than 1 page)

• Answer the following screening questions as part of the application form (Tip: refer to the Glen Eira's website for answers) Home | Glen Eira City Council

• What are the 4 rates installment dates in Glen Eira?

• Who is Glen Eira's current Mayor and CEO?

• What is the address and opening hours of Bentleigh Library?

• What are the 4 ways that you can pay a parking fine?

• What is the bin collection day for Brady Road, Bentleigh East?

• This role requires you to provide general customer support and answer queries via phone calls. Are you willing to spend a significant portion of your workday answering phone calls?

What's on offer

We have a great culture that is valued by all our staff. Teamwork, collaboration and innovation are a key focus at Glen Eira City Council. We offer will offer you:

• Flexible work options
• A supportive and collaborative team environment where your ideas are welcomed
• Access to paid training and participation in Council's extensive Learning and Development programs
• Reward and recognition programs
• Comprehensive leave entitlements
• Corporate gym memberships at Glen Eira Leisure

Working at Glen Eira City Council

The City of Glen Eira is a dynamic municipality located within the southeast metropolitan region of Melbourne, approximately 10 kilometres from the CBD. Council provides a range of services to over 155,000 residents from more than 160 cultural backgrounds and over 16,000 businesses.

Glen Eira City Council is a collaborative, values-based organisation that strives for innovation. Our 1,370 employees bring their diverse backgrounds and varied experiences and perspectives to an inclusive and flexible work environment, creating a unique and vibrant culture that is representative of the municipality it services.

Recognised as an Employer of Choice, we seek people who share our community focused values and have a desire to create positive local impact.

Glen Eira City Council prides itself on being an equal opportunity employer and a child safe organisation. As a Council, we are committed to:

• Providing a diverse and inclusive workplace that values the safety and wellbeing of children and young people, as well as all our employees.
• Receiving applications from people of all diverse abilities, skills, languages, cultures and backgrounds including: people with disability, Aboriginal and Torres Strait Islander people and LGBTIQA+ and gender diverse people.
• Reconciliation and supporting the Aboriginal and Torres Strait Islander aspirations.

If you are Aboriginal or Torres Strait Islander and require advice and support with the recruitment process, contact our Aboriginal Community Officer on

We value the knowledge, skills and talents that all people can share with our workforce and community.