Customer Service
Customer Service
Salary:
$35 - 40
/ Hour
Contract Type:
Contract
Location:
Melbourne - VIC
Industry:
Business Support
Reference:
3948152
Contact Name:
Imogen
Contact Email:
imogen@publicsectorpeople.com.au
Date Published:
27-Jul-2025
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
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 phone
- Respond to and resolve a wide range of customer enquiries and complaints
- Provide cashiering services, including handling EFTPOS, cheque and cash payments
- Accurately record customer interactions and service requests in Council systems
- Maintain a clean, professional and welcoming customer service environment
- Assist in developing standard responses and service improvements
- Contribute to a positive, team-oriented workplace culture
- Full time role 38 hours per week, Monday to Friday
- Council Civic Centre (no WFH option)
- Proven experience in a call centre or contact centre setting (essential)
- Strong interpersonal skills with the ability to de-escalate and resolve issues calmly
- Confident in handling payments and following financial procedures
- Tech-savvy with good computer skills and the ability to learn new systems
- Ability to adapt quickly to new processes and work across multiple service areas
- Previous experience in local government or public-facing environments is desirable
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