Job Description

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

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

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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.

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

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Position Details

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

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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.

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How You'll Make a Difference

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



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

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

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You'll bring:

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- Strong communication skills and confidence interacting with a wide range of people
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- Demonstrated customer service experience and a genuine commitment to service excellence
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- A natural ability to solve problems and manage your time effectively
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- A collaborative approach and enjoyment of working as part of a friendly team
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Experience in local government or a customer-facing service workplace 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 great candidates come from a range of backgrounds.

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What Hepburn Can Offer You

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- Meaningful work that makes a genuine difference to the community
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- A supportive and friendly team
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- Casual loading in addition to your hourly rate
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- Learn@Hepburn learning and development opportunities
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- Free confidential counselling and wellbeing support through our EAP
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- An inclusive workplace where everyone is welcomed and supported
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Applications close: Friday 25th September

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

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