Customer Service Officer

Customer Service Officer

• Complete administrative tasks in line with Council policies and procedures.
• Build strong working relationships across teams to support quality service delivery.
• Meet or exceed customer service targets.
• Support continuous improvement of systems and processes.
• Log customer requests, complaints, and applications accurately in Council systems.
• Resolve enquiries and complaints efficiently, escalating only when necessary.
• Maintain a professional appearance and attitude at all times.
• Stay informed about Council services, programs, and events.
• Communicate effectively with other departments to support service outcomes.
• Participate in team meetings and contribute to shared goals.
• Engage in ongoing learning and development opportunities.
• Promote Council’s online services to customers.
• Represent Council positively in all interactions

• Strong customer service skills with proven experience in fast-paced, high-volume, multi-channel environments, and a genuine commitment to service excellence.
• Demonstrated ability to work across various functions within a customer service team, consistently meeting quality standards and resolving issues at first contact.
• Capable of working independently with minimal supervision while maintaining high service delivery standards.
• Excellent written and verbal communication skills, with the ability to simplify complex information for customers and deliver results within a quality-focused framework.
• Skilled in active listening, showing empathy, and building rapport with a diverse customer base.
• Solutions-oriented with strong problem-solving skills and the flexibility to adapt to changing needs.
• Proficient in using multiple computer systems to deliver accurate, consistent, and complete information to customers.
• Effective multitasker with strong prioritisation and time management abilities.
• local council experience 

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