35 hours per week (Monday to Friday) with the option of flexitime
Located at Nowra Administration Building, Bridge Road
About the Role
Customer Experience Officers provide responsive and skilled customer service across a range of Council functions, assisting customers via phone, face-to-face interactions, email, web chat, and online requests. Working primarily within Council's fast-paced Contact Centre, they manage a high volume of enquiries while delivering a positive customer experience. This includes:
Embody Shoalhaven City Council's customer code by ensuring that all customers are dealt with efficiently, courteously and in accordance with Council's Customer Service Charter and Standards.
Achieve positive results for the customer by behaving ethically, being openly accountable, and delivering an excellent customer experience.
Quickly and sensitively identify customer needs as well as any other organisational related issues needing attention.
Handle difficult customer situations in a calm and professional manner.
Please refer to the Job Description under the Job Attachments for a comprehensive list of duties, responsibilities and skills required.
About You
To be successful in the position, you will have:
Certificate IV in Business (Administration), Customer Contact, or equivalent experience in a customer service role in the services industry
Extensive experience in the provision of quality customer service
Current Class C Drivers Licence
Proof of Australian residency or citizenship, or authority to work in Australia (visa).
We are looking for a customer focused team player with strong communication skills, the ability to work in a fast-paced environment, and a commitment to delivering a positive customer experience. The ideal candidate will be adaptable, professional,



and confident managing a high volume of enquiries.
Applications Close: Tuesday, 22 September **** (at midnight)
If you have any questions about this role, please contact
Caitlin Spencer - Customer Data & Process Officer - ************
Why Work with Us
The Shoalhaven area is a unique place of great natural beauty, offering an enviable lifestyle and positive work-life balance. Our workforce is our greatest asset, and we pride ourselves on our people. Our teams are talented and inclusive and work together to provide better outcomes for our community, who are at the heart of everything we do. With a diverse range of professions and roles, we offer many career options and pathways, actively promoting opportunities and encouraging staff professional development.
Benefits include:
Generous leave entitlements
Long Service Leave after 5 years
Option of flexitime for indoor staff
9-day fortnight for outdoor staff
Flexible and remote working arrangements
Novated lease arrangements available
Opportunities for professional development and training
Corporate wellbeing programs, including Fitness Passport and Employee Assistance Program (EAP), discounted health insurance
NSW Welcome Experience
Conditions apply as per the Local Government State award, and Council policies
Shoalhaven City Council is committed to creating a workplace that reflects our diverse community.
We welcome applicants of all ages, abilities, and backgrounds, including Aboriginal and Torres Strait Islander peoples, veterans, people with a disability, culturally diverse individuals, and LGBTQIA+ community members.
We ensure equitable recruitment practices, and encourage applicants living with a disability to request reasonable adjustments.
As a Child Safe Organisation, we uphold the rights and safety of all children and young people.
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📌 Customer Experience Officer (Nowra)
🏢 Careers at Council
📍 Nowra