Customer Service Officer

We are recruiting on behalf of a Victorian council for an experienced Customer Service Officer to support frontline customer service delivery across the organisation.

This role provides professional, accurate and timely assistance to residents, ratepayers, service providers and internal stakeholders across face‑to‑face, telephone and email channels. The position contributes to maintaining consistent service standards and ensuring customers receive reliable information at first point of contact.

Key Responsibilities

• Provide first‑point‑of‑contact customer service across counter, phone and written communication.
• Deliver accurate information regarding council services, community facilities and external service providers.
• Record and manage customer requests within the council’s corporate systems.
• Perform cashiering duties including receipting, balancing monies, petty cash reimbursement and preparing daily banking documentation.
• Coordinate information flow, including monitoring officer availability across communication systems.
• Report maintenance needs or required updates in customer service systems or telecommunications equipment.
• Support process improvements by identifying inaccurate or outdated information.
• Assist with training and guidance for new and existing team members when required.

• Experience in customer service roles across multiple channels (face‑to‑face, phone, email).
• Strong communication skills, including the ability to work effectively with culturally and linguistically diverse customers.
• Competence using customer request management systems and call centre technology.
• Ability to manage multiple tasks, work under pressure and operate with minimal supervision.
• Sound administrative skills, including maintaining documentation and following established procedures.
• Cash handling experience, including end‑of‑day balancing.
• Proficiency in Microsoft Office applications.
• Current Victorian driver’s licence.

• Ability to adhere to council policies, procedures, confidentiality standards and customer service protocols.
• Understanding of child safe standards and workplace health and safety obligations.