Customer Service Officer, Estate Management - Newcastle Join a leading government agency in Newcastle West as a Customer Service Officer!

About the Role

We are seeking an empathetic and driven Customer Service Officer to join the Customer Engagement team within Estate Management in Newcastle West. In this key role, you will deliver high-quality, specialist service to clients across multiple communication channels, ensuring every interaction aligns with established Customer Excellence Principles.

Key Responsibilities

- Multichannel Support: Respond to inbound customer enquiries via phone, email, face-to-face, and online click-to-chat.
- Trauma-Informed Service: Apply de-escalation and trauma-informed communication techniques when assisting vulnerable clients experiencing grief, illness, or complex circumstances.
- Compliance & Record Keeping:



Resolve customer enquiries in line with operating policies and maintain accurate interaction logs and transaction records in internal systems.
- Complaint Resolution: Manage complex enquiries, elevate unresolved issues appropriately, and contribute to continuous process improvement.

What We Are Looking For

- De-escalation Skills: Proven ability to manage sensitive situations, challenging behaviors, and high-stress scenarios professionally.
- Adaptability: Experience working in a fast-paced, high-volume contact center or customer service environment.
- Communication: Excellent verbal and written communication skills with strong active listening capabilities.

Position Details

- Location: Newcastle West, NSW (100% In office | Monday to Friday, 9:00 AM - 5:00 PM)
- Duration: Contract through to 30/10/2026 (Possibility to extend)
- Pay Rate: $41.00 per hour + super (PAYG)

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📌 Customer Service Officer (Newcastle) (Newcastle City Council)
🏢 Ashdown People
📍 Newcastle City Council