Customer Service
1 week ago
A local council in Melbourne's west is seeking an experienced Customer Service Officer to join their high-performing Contact Centre team. This is a full-time, office-based contract through to October 2025, with the potential for extension into 2026 pending approvals and performance.
About The Role
As a Customer Service Officer, you will be the first point of contact for the community, providing accurate and timely assistance across a broad range of Council services. You will handle incoming phone calls, in-person enquiries, and service requests with professionalism, empathy and efficiency.
This role sits within the Community First unit and will rotate between front counter and contact centre duties. You'll also be responsible for processing payments, updating records, and accurately logging customer requests and resolutions using Council's internal systems.
Key Responsibilities
Deliver high-quality customer service in-person and over the phoneRespond to and resolve a wide range of customer enquiries and complaintsProvide cashiering services, including handling EFTPOS, cheque and cash paymentsAccurately record customer interactions and service requests in Council systemsMaintain a clean, professional and welcoming customer service environmentAssist in developing standard responses and service improvementsContribute to a positive, team-oriented workplace culture
Position Details
Full time role 38 hours per week, Monday to FridayCouncil Civic Centre (no WFH option)
About You
Proven experience in a call centre or contact centre setting (essential)Strong interpersonal skills with the ability to de-escalate and resolve issues calmlyConfident in handling payments and following financial proceduresTech-savvy with good computer skills and the ability to learn new systemsAbility to adapt quickly to new processes and work across multiple service areasPrevious experience in local government or public-facing environments is desirable
Please note: only shortlisted candidates will be contacted.
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