Be the friendly face and voice of Hepburn Shire Council for our community.

Are you a natural people-person who takes pride in helping others and solving problems?

Hepburn Shire Council is looking for Customer Experience Officers to join our Customer Service and Libraries team. This is a varied, community-facing role where you'll be the first point of contact for residents, ratepayers and visitors, helping them navigate Council services with a friendly, can-do attitude, including at our four libraries across the Shire.

Working within a supportive team, you'll help ensure every interaction with Council leaves people feeling heard and well looked after.

Position Details

- Casual | $ 42.28per hour, Band 4 + superannuation
- Casual hours as rostered
- Locations across Daylesford, Creswick, Clunes and/or Trentham

About the Team

You'll join a friendly and dedicated Customer Service and Libraries team delivering excellent service to residents and visitors across our customer service centres, libraries and hubs. No two days are the same — you could be helping a resident with a rates enquiry, processing a payment or registration, helping with Rhyme Time, processing library books, or helping a visitor discover one of the region's walking trails.

How You'll Make a Difference

- Providing high-quality frontline customer service across in-person, phone and online enquiries
- Responding to a wide range of enquiries and requests, referring more complex matters to the appropriate team
- Processing payments, registrations and permits accurately and efficiently




- Delivering high quality library support and advice
- Working as part of a rostered team across our customer service centres
- Contributing ideas and feedback to continuously improve the customer experience

About You

We're looking for people with relevant customer service experience and library related skills, ideally in government or a similar organisation.

You’ll bring:

- Strong communication skills and confidence interacting with a wide range of people
- Demonstrated customer service experience and a genuine commitment to service excellence
- A natural ability to solve problems and manage your time effectively
- A collaborative approach and enjoyment of working as part of a friendly team

Experience in local government or a customer-facing service environment is desirable, however, if you don't meet every requirement, we’d still love to hear from you. We value diverse experiences and recognise that excellent candidates come from a range of backgrounds.

What Hepburn Can Offer You

- Meaningful work that makes a genuine difference to the community
- A supportive and friendly team
- Casual loading in addition to your hourly rate
- Learn@Hepburn learning and development opportunities
- Free confidential counselling and wellbeing support through our EAP
- An inclusive workplace where everyone is welcomed and supported

Applications close: Friday 25th September

For further information, contact Lisa Shiner, Coordinator Customer Services and Libraries, on 0448 304 ***.

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📌 Casual Customer Experience Officer (Daylesford)
🏢 Hepburn Shire Council
📍 Daylesford