Customer Service Officer

About the Role As a Customer Service Officer, you will be the first point of contact for residents, businesses and visitors across a range of communication channels. You will provide accurate information, resolve enquiries and ensure every customer interaction reflects Council's commitment to exceptional service.

Reporting to the Senior Customer Service Officer, you will play a key role in supporting customers while contributing to continuous improvement initiatives and organisational goals.

Key Responsibilities

• Deliver high-quality customer service through face-to-face, telephone and digital channels.
• Respond promptly and professionally to customer enquiries, requests, concerns and feedback.
• Provide information and guidance on Council services, programs and processes.
• Assist customers to access Council services, technology platforms and information resources.
• Process customer applications, payments and receipting activities in accordance with established procedures.
• Undertake daily reconciliation activities where required.
• Support the implementation and improvement of customer service systems and processes.
• Actively contribute to service enhancement initiatives as a Process Champion.
• Work collaboratively with colleagues and stakeholders to achieve team and organisational objectives.
• Promote Council's values through professional, ethical and customer-focused behaviour.

About You To be successful in this role, you will demonstrate:

• Previous experience in a customer service environment.
• Strong verbal and written communication skills.
• The ability to manage multiple enquiries and competing priorities in a high-volume setting.
• Sound problem-solving skills and the ability to escalate complex issues appropriately.
• A commitment to delivering positive customer outcomes.
• The ability to build effective relationships with customers and colleagues.
• Strong computer skills and confidence using business systems and technology.
• A positive, adaptable and team-oriented approach.

Essential Requirements

• Relevant qualifications and/or demonstrated customer service experience.
• Intermediate technology and computer literacy skills.
• Ability to work effectively within Council policies, procedures and service standards.

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