Live and work in a culture rich location minutes from the Murray River, just a short drive to one of Victoria’s best wine regions and with the ski fields so close you will be zooming down the mountains in under two hours.

Our employee benefits include professional development and flexible working conditions. Our conditions of employment support equal opportunities and an ethical, diverse, and inclusive workplace.

We also recognise and value your priorities beyond work. It’s important to us that you have a sustainable work–life balance, so we offer flexible working arrangements, a nine-day fortnight (full-time staff) and a range of leave options and support programs.

AlburyCity is committed to being a child safe organisation by creating cultures, adopting strategies and taking action to empower children. We work hard to keep them safe from harm because child safety is everyone’s responsibility.

DIRECTORATE:

Business, Growth & Community

CLASSIFICATION:

Grade D

SALARY:

$71,787pa to $83,273 pa + 12% employer contribution to superannuation

REPORTING TO:

Coordinator People & Systems

EMPLOYMENT TYPE:

Permanent Full Time THE POSITION:

To provide customer service excellence across our multi‑channel environment (face-to-face, contact centre and the online customer). You will consistently interpret and apply Council policy and legislation, resolve complex enquiries through accurate processing, decision making and continuous improvement.

Responsibilities

KEY RESPONSIBILITIES:

- Deliver customer service excellence across multiple channels (telephone, face-to-face, and online), ensuring compliance with legislative requirements, Council policies, and privacy obligations.
- Ensure strict confidentiality and secure handling of all council information accessed during the course of employment.
- Accurately interpret and apply complex policies, procedures, and regulatory frameworks to provide authoritative advice on diverse Council services, including, but not limited to, water connections, permits, planning applications, waste management, and animal registration.
- Manage and process a broad range of administrative functions with precision and accountability, including applications, permits, and requests under GIPA legislation, ensuring Council’s legal and reputational risk is mitigated.
- Exercise sound judgment and problem-solving skills to resolve complex customer enquiries, reconcile competing priorities, and negotiate outcomes that balance community needs with statutory obligations.
- Maintain specialist knowledge across multiple service areas and systems, proactively engaging in continuous learning to ensure currency of information and compliance with evolving legislation.
- Undertake frontline financial transactions, including receipting, cash handling, reconciliation, and banking, with strict adherence to audit and security protocols.
- Contribute to organisational capability by mentoring, supporting, and providing on the job training to new and existing team members, fostering knowledge transfer and consistent service standards.
- Participate in continuous improvement initiatives, identifying opportunities to streamline processes, enhance customer experience and reduce operational risk.
- Ensure professional presentation and uphold Council’s Code of Conduct, Diversity and Inclusion Policy, Dress Code Standards and WHS obligations at all times.
- Perform additional duties within the scope of skills and training as directed by your coordinator supporting operational flexibility and organisational resilience.
- Opportunity to become a registered Justice of the Peace. This is on a volunteer basis to support the organisation in providing Justice of the Peace Services to the community.
- Perform other tasks or duties as directed which are within the limits of the employee's skill, competence and training.
- Observe requirements of the WHS Legislation, relevant to the job and adhere to AlburyCity Policies and Procedures regarding WHS.




- Observe appropriate AlburyCity Policies and Procedures regarding day to day operations including Equal Employment Chance policies, AlburyCity's Dress Code and Standards Policy and AlburyCity's Code of Conduct.

Qualifications

KEY RELATIONSHIPS:

Internal

- Our People

External
- Our Community

EMPLOYMENT CONDITIONS:

- Based on a 35 hour week, with actual days and times being Monday to Friday, 8.30am to 5pm, with an RDO in accordance with AlburyCity's RDO guidelines.
- This position requires you to wear a compulsory uniform as per AlburyCity’s Our People Dress Code Standards. Our People are required to present a smart and professional image to the public at all times including when in public and when working remotely.
- This position involves working in a predominantly indoor environment and using a computer is considered a core component of the role. There may be occasional visits to other work locations. The position requires an average level of aerobic and physical fitness to undertake occasional physical activities, including manual handling tasks as part of a normal working environment. A medical declaration will be required to be completed prior to commencement.
- This position is subject to alcohol and other drug testing
- This position is located at the AlburyCity Administration Building, 553 Kiewa Street, Albury and occasional visits to external sites/depots as required

ESSENTIAL CRITERIA:

- Customer Service Training or equivalent relevant work experience.

DESIRABLE CRITERIA:

- Certificate in Business Administration or related discipline
- Experience working in a Local Government environment

EXPERIENCE

- Significant experience in a customer service role
- Proven track record in processing complex applications/permits and managing sensitive or confidential matters.
- Experience in frontline receipting, cash handling, reconciliation and banking within audit/security frameworks.
- Experience mentoring or onboarding peers/new starters and contributing to continuous improvement initiatives.

SPECIALIST KNOWLEDGE AND SKILLS:

- Demonstrated capability to interpret and explain complex legislation/policies (e.g., GIPA Act, planning, permits, environmental health, animal management).
- Proficiency with multiple corporate systems (CRM, records/EDRMS, finance/receipting, permitting systems, knowledge bases).
- Advanced customer negotiation and conflict resolution skills; ability to reconcile competing priorities and reach defensible decisions.
- High accuracy and attention to detail in application assessment, data entry, documentation and financial transactions.
- Risk awareness, privacy, confidentiality, audit and information security; ability to identify, assess, and mitigate frontline risks.
- Training and mentoring capabilities, designing quick reference guides, shadowing frameworks, and supporting knowledge transfer.
- Digital fluency (MS Office, web portals, online forms, collaboration tools); ability to adapt quickly to new system

Our Organisation: We are the facilitator of a thriving, resilient and liveable city full of opportunities and the custodians of an environment like no other. We consistently deliver best-in-class leadership, services, facilities and experiences, providing exceptional living for our local community.

Diversity & Inclusion: We are committed to creating a diverse, equitable and inclusive workplace where everyone feels respected and supported. We encourage applications from all people, including Aboriginal and Torres Strait Islander peoples, people with disability, culturally and linguistically diverse backgrounds, LGBTQIA+ communities,



and people of all ages and identities.

Our Values: These are the ways we work, with each other, with our community, and with our partners. They guide our day-to-day decisions, our culture and our direction. This is how we work together to make it happen.

- Accountability (We Own it): We take responsibility for our actions and decisions, support each other to do the same, and strive to do what's right, even when it's hard.
- Working Together (We Go Further): We support each other, share success, and know that when we work together, we go further.
- Integrity (We Do What's Right): We do the right thing, even when no one is watching. We are honest, transparent and fair.
- Future Focused (We Look Ahead): We think and act long term for a better future for Our People, community and environment.

Live Well Work Well: The health and safety of our people is more than a priority, it’s a commitment embedded within our values. Unlike priorities which change over time, our values form the basis for all that we do; they define our purpose and what we stand for. We seek to have a positive impact by developing a holistic wellbeing culture that empowers everyone to be their healthiest and happiest version, resulting in a more engaged and productive workforce with lower incidence of illness and injury. It is, and always will be, our goal to have a workplace free from harm.

Two Cities One Community: On 13 October 2017 AlburyCity and The City of Wodonga entered into an historic partnership between the two cities. In 2025 both Councils worked together to review and re-commit to the Partnership Agreement.

This partnership is a unique opportunity to develop a way forward that benefits our community as a whole with the aim of improving integration, productivity and social and economic development. It will focus on future growth that will continue to add value to both cities. Through this combined focus, underpinned by four key pillars of; leadership, economy, environment and community, we will unleash our potential and drive innovation for the benefit of the region and the nation.

Our Mission is to work together to achieve our community goals now and into the future. We understand that we are stronger together and can achieve more when working in collaboration. We will build on our current partnerships and shared values for thebetterment of Albury and Wodonga.

Child Safety: AlburyCity is committed to being a child safe organisation and our people support, listen to and empower children and young people. We create safe environments that minimise the risk of harm and we have ZERO tolerance for child abuse, violence and neglect.

The Directorate: Business, Growth & Community - Our Business, Growth & Community Directorate focuses on providing more and better, opportunities for our people and our place.

The groups within our directorate will empower our people, city and region to strive for more and to champion the significance of Albury as a national destination for life, work, culture, sport, entertainment, business and investment.

We build relationships and promote engaging and actionable dialogue with our community and our partners. We ensure good governance, financial sustainability and we facilitate a highly engaged, satisfied and well-informed workforce.

Our Service Model: Progress - Our Service model is built around our brand pillars of empowering progress; serving with excellence, which is about our people; and taking care of our place. We empower our city and region to strive for more and to champion the significance of Albury as a national destination for life, work, culture, sport, entertainment, environment and investment. We are the connection point to make bigger, better things happen.

Service Cluster: Engagement - Our Engagement Service Cluster connects us with our community and each other. Its purpose is to ensure we deliver customer service excellence, have a strong and compelling narrative and that we are highly engaged with our many and varied audiences.

📌 Customer Relations Officer (Albury)
🏢 AlburyCity Council
📍 Albury