Customer Service Officer
Job No:
COS162
Location:
Colac
We are seeking a friendly, customer focused team member to join our Customer & Communications Department as Customer Service Officer in a Permanent Full-Time capacity.
As Customer Service Officer you will ensure that Council:
- Has an efficient and responsive service that provides residents and customers with the required information about Council services and processes.
- Provides a customer service experience consistent with Council’s values and best practice standards.
- Is responsive to customer needs from face to face, telephone and digital services.
Key responsibilities include:
- Providing a friendly, courteous and responsive central point of contact for customer enquiries, transactions, customer requests.
- Responding to enquiries on designated aspects of the Council’s operations the first point of contact as per current procedure or direct complex and technical enquires to persons in the appropriate department.
- Accurately register and record customer requests using a wide range of computer systems including a Customer Request System and Record Management System.
- Performing administration and cashiering duties under supervision including receipting, reconciliation and banking by using our Financial Management System.
- Being pro-active in advising and recommending (online) services and information to residents and customers.
- Facilitating a culture of continuous improvement, collaboration and exceptional customer service.
- Answering and screening all phone calls by assisting, connecting and/or transferring all inbound calls efficiently.
About You:
To support your success in this role you will:
- Demonstrate highly developed interpersonal skills in relation to working as part of a team, working with minimal supervision, using initiative and adapting to a constant changing and fast-paced environment.
- Have excellent communication skills and demonstrated problem solving abilities.
- Show sound administration and clerical experience including cash handing and reconciliation.
- Have excellent customer services skills with demonstrated experience in Reception and Call Centre operations.
- Show well-developed computer literacy and skills, including experience in using databases, Customer Request Management technology and other computer software programs.
- Demonstrate the ability to think laterally to source accurate information quickly and effectively.
For further information regarding the duties and requirements of the role, please refer to the position description.
Salary information: $67,226.64 to $70,836.48 per annum plus superannuation
Applications close on Tuesday 9 September 2025 at 11.59pm
For further information and how to apply:
-
- Download and review the Position Description including the Key Selection Criteria. (KSC). (The KSC is usually located on the last page within the Position Description. Just write a few sentences to address each one)
- Information to be included with your application:
- Letter of application
- Current resume
- Key Selection Criteria Responses
- Submit your application
If you have any questions relating to the position, please feel to contact Paul Constantinidis, Team Leader Customer Service on 03 5232 9400 for a confidential conversation.
Andrew Tenni
Interim Chief Executive Officer
Colac Otway Shire Council is a child safe organisation and is committed to creating a diverse environment and is proud to be an equal opportunity employer.
