About the Job
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 based on performance and approvals.
About the Role
As a Customer Service Officer, you will be the first point of contact for the community, delivering accurate and timely assistance across a broad range of Council services. You will manage incoming phone calls, in-person enquiries, and service requests with professionalism, empathy, and efficiency.
This role is part of the Community First unit and will rotate between front counter and contact centre duties. You will also handle payment processing, maintain accurate records, and log customer requests and resolutions using the Council’s internal systems.
Key Responsibilities
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Provide high-quality customer service in-person and over the phone
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Respond to and resolve a wide variety of enquiries and complaints
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Perform cashiering duties, including handling EFTPOS, cheque, and cash payments
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Accurately record customer interactions and service requests in Council systems
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Maintain a clean, professional, and welcoming environment
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Assist in developing standard responses and contributing to service improvements
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Foster a positive, team-oriented workplace culture
Position Details
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Full-time role – 38 hours per week, Monday to Friday
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Based at the Council Civic Centre (no work-from-home option)
About You
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Proven call centre or contact centre experience (essential)
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Strong interpersonal skills with the ability to de-escalate issues calmly
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Confident in handling payments and following financial procedures
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Tech-savvy with the ability to quickly learn new systems
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Adaptable to working across multiple service areas
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Previous local government or public-facing experience is desirable
Please note: only shortlisted candidates will be contacted.
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