Are you working in a contact centre or a customer facing role, Love helping people? Good on the phone? Keep calm when things get busy? We'd love to hear from you.
We're recruitingCall CentreCustomer Service Officers as the first point of contact for our customers Monday–Friday only (no weekends or public holidays). This is a great opportunity for candidates who enjoy problem-solving, variety rather than repetitive script reading, learning new systems, and communicating clearly over phone and email in a fast-paced workplace.
LET'S EXPLORE THE JOB
What you'll be doing:
Handle inbound customer calls, providing clear, accurate advice and assistance across Council services and operations.
Proactively resolve customer enquiries by asking effective questions, understanding customer needs and using sound problem-solving, negotiation and conflict management skills.
Use Council's knowledge systems to provide consistent information and achieve timely resolutions.
Navigate multiple systems while accurately recording customer information and service requests in line with Council standards, processes and policies.
Work as part of a structured and supportive Customer Service Centre team.
Develop and maintain a strong knowledge of Council services, processes and customer service expectations.
Champion the customer experience and contribute ideas that support continuous improvement, better service delivery and team performance.
Build and maintain effective working relationships with internal teams and stakeholders.
Read the position statementhere and learn more about this exciting opportunity.
LET'S HEAR ABOUT YOU




To be successful in this role, you will have:
A minimum typing speed of 45 words per minute, with an accuracy rate of 95% or higher.
Strong computer skills, including intermediate capability across standard business applications such as Microsoft Office, Outlook and Teams, with the ability to confidently work across multiple systems, applications and telephony tools.
Previous experience in a customer service role, such as a call centre, administration, retail or similar, or a Certificate III or higher in a relevant qualification.
The ability to efficiently manage a high volume of customer enquiries while maintaining accuracy, professionalism and a strong customer focus.
Excellent communication and listening skills, with the ability to explain information clearly, professionally and confidently to a diverse range of customers and stakeholders.
Sound problem-solving, negotiation and conflict resolution skills, with the ability to remain calm and professional when dealing with challenging situations.
The ability to learn quickly and adapt to new technology, systems and changing processes.
LET'S REVEAL THE PERKS
Competitive salary from $78,934 to $91,735 per year plus 12% superannuation




Initial Temporary 6-month Contract
Full time: 35 hours per week, Monday to Friday, with shifts rostered between 8.00 am and 5.00 pm. Or Part-time: 20 hours per week, Monday to Friday, with hours suitable for school hours.
Office-based, Monday to Friday.
Learning and development opportunities
Supportive, empowering, and collaborative work environment
Wellbeing initiatives including discounted gym memberships, social club, flu vaccinations, EAP support, and more
We know it is our people that will shape the future of our city. That's why we're passionate about providing a workplace that empowers our staff to be creative, innovative and bold. When you join the team at Lake Macquarie City Council, you join a group of people with a commitment to make our city even better. We're proud of our city and the work we do, and we know you will be too.
We celebrate diversity and are committed to creating an inclusive workforce. We believe that a diverse network of employees, which truly reflects the people it serves and represents, is best equipped to understand and meet the needs of our community. We welcome and encourage applications from all ages and genders, Aboriginal and Torres Strait Islander peoples, people from culturally diverse backgrounds, the LGBTIQ+ community, refugees and people with disability. We understand the skills and attributes veterans can bring to our Council.
Lake Macquarie City Council
******* Main Road, Speers Point, NSW ****
Box ****, Hunter Region Mail Centre, NSW ****
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📌 Customer Service Officer (Newcastle)
🏢 Lake Macquarie City Council
📍 Newcastle