Job Description
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 reflectsCouncil's commitment to exceptional service.
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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.
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Key Responsibilities
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Deliver high-quality customer service through face-to-face, telephone and digital channels.
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Respond promptly and professionally to customer enquiries, requests, concerns and feedback.
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Provide information and guidance on Council services, programs and processes.
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Assist customers to access Council services, technology platforms and information resources.
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Process customer applications, payments and receipting activities in accordance with established procedures.
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Undertake daily reconciliation activities where required.
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Support the implementation and improvement of customer service systems and processes.
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Actively contribute to service enhancement initiatives as a Process Champion.
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Work collaboratively with colleagues and stakeholders to achieve team and organisational objectives.
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PromoteCouncil's values through professional, ethical and customer-focused behaviour.
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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 reflectsCouncil's commitment to exceptional service.
n
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.
n
Key Responsibilities
n
n
Deliver high-quality customer service through face-to-face, telephone and digital channels.
n
Respond promptly and professionally to customer enquiries, requests, concerns and feedback.
n
Provide information and guidance on Council services, programs and processes.
n
Assist customers to access Council services, technology platforms and information resources.
n
Process customer applications, payments and receipting activities in accordance with established procedures.
n
Undertake daily reconciliation activities where required.
n
Support the implementation and improvement of customer service systems and processes.
n
Actively contribute to service enhancement initiatives as a Process Champion.
n
Work collaboratively with colleagues and stakeholders to achieve team and organisational objectives.
n
PromoteCouncil's values through professional, ethical and customer-focused behaviour.
n
n
About You To be successful in this role, you will demonstrate:
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Previous experience in a customer service environment.
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Robust verbal and written communication skills.
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The ability to manage multiple enquiries and competing priorities in a high-volume setting.
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Sound problem-solving skills and the ability to **escalate** complex issues appropriately.
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A commitment to delivering positive customer outcomes.
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The ability to build effective relationships with customers and colleagues.
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Strong computer skills and confidence using business systems and technology.
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A positive, adaptable and team-oriented approach.
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Essential Requirements
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Relevant qualifications and/or demonstrated customer service experience.
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Intermediate technology and computer literacy skills.
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Ability to work effectively within Council policies, procedures and service standards.
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📌 Customer Service Officer (New South Wales)
🏢 Core Talent
📍 New South Wales