As the Customer Experience Officer, you'll be one of the first points of contact for customers, providing timely, accurate and professional assistance via phone, face-to-face, email and digital channels.

Working within a high-volume customer service environment, you'll resolve enquiries where possible, manage customer requests, and work collaboratively with internal teams to ensure the best possible outcomes for the community.

Key Responsibilities

- Deliver exceptional customer service across phone, front counter, email and digital channels.
- Respond to customer enquiries professionally, accurately and efficiently.
- Resolve enquiries at first point of contact wherever possible, escalating matters when required.
- Record and manage customer requests using the Customer Request Management (CRM) system.
- Maintain accurate records and documentation of customer interactions.
- Assist with administrative tasks that support frontline service delivery.
- Process cash handling transactions in accordance with organisational procedures.
- Liaise with internal departments to coordinate timely responses and service delivery.
- Contribute ideas to improve customer service processes and enhance the customer experience.
- Support the broader Customer Communications team as required.

About You





We're looking for someone who enjoys helping people and can remain calm and professional in a busy customer service environment.
To be successful, you'll demonstrate:

- Experience providing high-quality customer service in a busy call centre, customer contact centre or front counter environment.
- Excellent verbal and written communication skills.
- Strong problem-solving skills and the ability to assess enquiries and identify appropriate solutions.
- The ability to manage competing priorities while maintaining a high level of accuracy and attention to detail.
- Confidence using Microsoft Office and Customer Relationship Management (CRM) systems.
- Strong interpersonal skills and the ability to build positive working relationships.
- Sound digital literacy and the ability to learn new systems quickly.
- Experience handling cash accurately and in accordance with established procedures.
- A collaborative approach with a commitment to delivering outstanding customer outcomes.
- A current police check is required

The following experience will be highly regarded:

- Must have previous Local Government experience.
- Experience using Enterprise Content Management (ECM) systems.
- Experience using Technology One

If you're a customer service qualified who enjoys making a difference and delivering outstanding service every day, we'd love to hear from you. Only short listed candidates will be contacted.

📌 Customer Experience Officer - Fridays Only (Adelaide)
🏢 Halcyon Knights
📍 Adelaide