Deliver high-quality customer service across face-to-face, phone and digital channels
Full Time and Casual opportunities available
$73,324 (pro rata) + 12% superannuation, with 25% casual loading applicable to casual roles
About the role
The Customer Relations Officer sits within the Customer Experience Branch offers an opportunity to be at the frontline of delivering positive and seamless customer experiences for the City of Melbourne.
Working within a busy contact centre environment, you'll be one of the first points of contact for customers and internal stakeholders, providing high-quality service across a range of channels including telephone, face-to-face, email, written correspondence, live chat and social media. A key focus of the role is resolving customer enquiries accurately and efficiently at the first point of contact wherever possible.
You'll work collaboratively with colleagues across the organisation to find solutions, provide accurate information and contribute to a consistently positive customer experience.
A little more about the role
Provide high-quality customer service across multiple channels, including face-to-face customer interactions, telephone, email, written correspondence, live chat and social media.
Resolve customer enquiries at the first point of contact wherever possible and connect customers with the right information or service when further support is required.
Maintain accurate customer information, records and systems, while proactively keeping up to date with City of Melbourne services and information.
Contribute ideas to improve customer experiences, service delivery and everyday ways of working across the team
Located on the traditional lands of the Bunurong Boon Wurrung and Wurundjeri Woi-wurrung peoples of the Kulin Nation, Melbourne is globally recognised as one of the most liveable, diverse, and dynamic cities.




At the
heart
of it all is the
City of Melbourne
– a passionate, purpose-driven organisation where your work truly matters. As part of
Team Melbourne
, you will help deliver what is most key to the people who live, work, study, visit and invest in our great city.
We are proud champions of diversity, committed to continuous improvement, and driven by a shared vision for a vibrant and sustainable future.
This is more than just a role – it is your chance to
make a real impact
, contribute to something bigger, and shape Melbourne's future alongside a collaborative and forward-thinking team.
About you
You are a customer-focused and approachable communicator who enjoys helping people, solving problems and delivering positive customer experiences. You're comfortable working in a fast-paced environment, balancing competing priorities and adapting your communication style to suit different customers and situations.
What your experience might look like
Minimum 2 years of experience working in a customer service and/or contact centre environment, including providing service by telephone, face-to-face and written communication.
Solid interpersonal and communication skills, with the ability to work effectively as part of a team.
Demonstrated ability to assess and balance priorities while working with limited supervision.
Strong emotional intelligence and the ability to listen, understand and empathise with customers.




Confident computer and keyboard skills, with solid attention to detail and the ability to accurately maintain customer information and records.
Face to face and customer service leadership experience is desirable.
Benefits of working with us
Attractive remuneration & benefits:
Excellent pay package with a range of exciting benefits. Flexible working, study assistance & other great corporate discounts.
Excellent leave entitlements:
Enjoy up to 20 weeks of fully paid parental leave for primary carers, in addition to the government-funded parental leave, with no waiting period to access. Part-time equivalents are also available for added flexibility.
Career progression:
Career development support and opportunities to learn new skills within a creative and exciting environment.
Work-life balance and hybrid working:
We support flexible hours, alternative work arrangements (like ADOs), and hybrid work-from-home options.
Need more info?
Refer to the position description below or contact
Charlene Stead – Customer Contact Coordinator,
******.
Inclusion matters
We strongly encourage applications from Aboriginal and Torres Strait Islander peoples, people from all cultural and linguistic backgrounds, people with disabilities, LGBTIQA+ individuals, and people of all ages and faith backgrounds.
We provide reasonable adjustments throughout the recruitment process to support all applicants. If you require any adjustments, please let us know via the application prompts or inform our Careers team if you're contacted for an interview.
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📌 Customer Relations Officer (Melbourne)
🏢 City Of Melbourne
📍 Melbourne