- Salary commencing from $85K + 12% Superannuation
- Permanent Full Time x 2 Positions

- New Positions

At Whitehorse City Council, community is at the heart of everything we do. To stay ahead of and best respond to the evolving changes and needs of the community, the organisation is undertaking an exciting journey that will transform ways of working and will empower employees to be innovative and constantly striving towards providing excellent customer experience at all times. The five pillars of our organisation focus on:
- Excellent Customer Experience and Service Delivery
- Great Organisational Culture
- Innovation and Continuous Improvement
- Good Governance and Integrity
- Long Term Financial Sustainability

About the Role: Reporting to the Coordinator Customer Support, you will work closely with the Team Leader Customer Support and Customer Advocate Lead to strengthen frontline service delivery, support effective complaint resolution and drive continuous improvement across the Customer Support team.

You will provide operational guidance and coaching to frontline staff, contribute to training and quality assurance activities, identify emerging trends and improvement opportunities, and help ensure a consistent, high-quality customer experience across all service channels.

To be successful in this role, you will bring:

- Experience in customer service, administration, or service delivery, ideally within a contact centre or local government workplace.
- Strong communication skills and the ability to engage professionally with customers from diverse backgrounds and with varying needs.
- Confidence in managing customer enquiries, service requests, and complaints in line with established policies and service standards.
- Good computer skills and experience using business systems to maintain accurate customer information.
- Strong organisational skills, initiative, and the ability to manage competing priorities while contributing positively to a team.

In return, we will offer:



The ability to make a difference - Working at Whitehorse City Council you contribute to making a real difference in the lives of the community and those that live, learn, work or visit Whitehorse. Every day you really will see how the work you're involved in benefits the diverse community.

Great working conditions – a professional environment, friendly and supportive teams and a flexibility program that promotes employee work life balance.

An extensive Health and Wellbeing offering – Employee assistance program, private health insurance benefits, health checks (skin, hearing and vaccinations), discounted gym membership and facilities (e.g. Theatre, Arts, Leisure) and an active health and wellness program (e.g. stretching, healthy eating demonstrations and health challenges.

Career opportunities – engaging work and the opportunity to apply your skills and experience.

Reward & Recognition - extensive reward and recognition program, corporate learning offerings, study assistance and comprehensive leadership development programs.

Further Information:

Further information is available from Bianca O’Connor on 9262 6059. Applications close 29 November 2026.

Your application should:

1. Address the key selection criteria contained in the position description and
2. Outline a response to the following question: Describe a time when you identified and implemented an improvement that enhanced customer service outcomes, complaint handling or team performance. What was the issue, what actions did you take, who did you collaborate with, and what were the results? Limit your response to 1 page only.

Download the Position Description:

Senior Customer Support Officer

City of Whitehorse is a culturally and linguistically diverse community.



We are proud of the diversity of our workforce and recognise the strength this provides in meeting the needs of our community. We are committed to upholding a safe, inclusive and respectful workplace that values the contribution of all.

Whitehorse City Council is committed to being a child safe organisation. We recognise our responsibilities to keep children and young people safe from harm and have established policies, procedures and training to achieve these commitments.

ABOUT US

The City of Whitehorse, located 15 kilometres east of the Melbourne CBD, is a culturally diverse community of almost 177,000 people. Whitehorse includes the suburbs of Box Hill, Burwood, Nunawading, Blackburn, Mitcham, Forest Hill and Vermont and is characterised by quiet tree-lined residential streets, an abundance of parks, gardens and natural bushland reserves, bustling shopping centres and a diverse range of arts, cultural, sports and leisure facilities. Whitehorse City Council provides more than 100 services and facilities across a range of areas within our community services, city development, infrastructure, corporate services and transformation directorates. Whitehorse is one of Melbourne’s largest metropolitan councils with a workforce of approximately 1300 employees and aspires to foster an inclusive, vibrant, prosperous and sustainable community. Our employees help us achieve these goals!

At Whitehorse, employee health, wellbeing and development are paramount, and we aim for everyone to become the best they can be in the workplace. Benefits of working with us include:

- A welcoming and supportive working environment
- Great opportunities for training and to build a long-term career within Whitehorse or the local government sector.
- Extensive employee health and wellbeing programs including flexible working arrangements
- Salary sacrifice options for gym / swim memberships, childcare and superannuation; and access to novated vehicle leases.
- Competitive terms and conditions of employment
- Ample onsite parking at most facilities with ready access to public transport

📌 Senior Customer Support Officer (Melbourne)
🏢 Whitehorse City Council
📍 Melbourne