Job Task Analysis - Customer Channels.PDF
Full time
Hybrid work options available for role(average 2 days working from home once probation period ends)
$76,******- $81,****** per annum plus superannuation (dependent on experience)
Be the voice of Kingston – where every conversation makes a difference for our community.
About the team
The Customer Experience and Corporate Performance team sits at the heart of how Kingston Council connects with its community.
This is a close-knit, service focused team that takes pride in resolving issues efficiently and treating every resident interaction with care and respect.
You will work alongside colleagues who are committed to improving the way Council delivers services, supported by leaders who value your input and invest in your growth.
About the role
As a Customer Service Officer within the Customer Experience and Corporate Performance team, you will be the first point of contact for residents and community members reaching out to Kingston Council.
Based at our Cheltenham office, you will play a genuine role in shaping how the community experiences their local council — every interaction matters.
Respond to a broad range of customer enquiries across phone, in-person, and digital channels in a timely and accurate manner
Assess customer needs and connect residents with the right services, teams, or information
Accurately log, process, and follow up service requests using Council's customer management systems
Contribute to continuous improvement by identifying recurring issues and sharing feedback with the broader team
About You
Demonstrated experience in a customer-facing service role
Clear and confident communication skills, both verbal and written
Ability to manage competing priorities while maintaining attention to detail




Comfortable navigating digital systems and databases to record and retrieve information
A collaborative approach and willingness to support team goals
The right candidate will be able to demonstrate the City of Kingston's values of
Wemake a difference ǀWeshow care and respect ǀWetake pride in our work ǀWeare better together
Don't meet every single requirement for this role?
At Kingston Council, we recognise that different experiences make for great community outcomes.
If you are excited about this role, but your experience doesn't perfectly align to the criteria we encourage you to submit your application.
Enquiries
For any enquiries about the position, please contact, Ihaia Abbott, Coordinator Customer Channels at ******
To be considered for this role, applicants must have the legal right to work in Australia.
For any reasonable adjustments or access needs during the application or interview process, please contact the Hiring Manager or email us at ******
About Kingston
Kingston Council's collective focus is on delivering exceptional service that achieves our vision and meets community expectations.
We are an inclusive, resilient community with a thriving economy, where we all share a safe, sustainable environment.
The City of Kingston is south-east of Melbourne and is approximately 20km from Melbourne's CBD.




We employ over 1,600 people in a diverse range of roles including engineering, customer service, administration, finance, family, youth and children's services, sport and recreation, health, parks and gardens, planning, arts and management.
Why you'll love working for us?
At Kingston Council, we believe in fostering an inclusive workplace where everyone feels valued.
We support diversity and encourage applications from persons of all backgrounds.
Here are some reasons why you might love working with us:
Flexible Work Options, including remote and work flexible work hours
Yearly annual leave loading payment of 17.5% of base salary (excludes casual staff, sessional staff and Senior Officers)
Learning and development opportunities through career development programs
Access to accrued day off every four weeks (Full-time employees only)
Salary Packaging
Purchase leave options
Study/development assistance
Discounted gym memberships
16 weeks paid parental leave for both primary and partner carers
Employee Assistance Programs (EAP)
Close to Public transport
Free Onsite parking
For further information visit our website Join our team - City of Kingston
Equal Opportunity & Diversity
Kingston City Council is an equal opportunity employer, committed to reconciliation and being a child safe organisation.
We are dedicated to attracting, retaining, and developing people of all genders, ethnicities, sexual orientations, abilities, and ages.
Applications are encouraged from all sectors of the community, and we strongly encourage applications from the Aboriginal and/or Torres Strait Islander community.
We support adjustments throughout the recruitment and selection process, as well as during employment.
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📌 Customer Service Officer (Victoria)
🏢 Kingston City Council
📍 Victoria