Clarence Valley Council

Customer Experience Officer

Are you looking for a rewarding career where you can grow and develop while having the benefit of living in an idyllic North Coast location? Here at Clarence Valley Council, we strive to be a progressive employer that offers a rewarding and flexible work environment. Our vision is to create a community full of opportunity and our workforce is where we start to achieve our community aspirations.

Located in the Northern Rivers of NSW, we cover 10,441 square kilometres with the three major community hubs of Grafton, Yamba and Maclean. We are one of the biggest employers in the Valley and can offer you a rewarding career and a new lifestyle. Our goal is to be the employer of choice in the Valley, creating opportunities for those who live here already and for those who want to move here.

We are in an exciting period of transformation with a focus on employee engagement, satisfaction and delivering exceptional services and facilities for the community.

We strive to lead with openness and courage and want you to be part of that journey.

So come and join the team while enjoying all that Clarence Valley has to offer you and your family.

 Learn more about living in the Clarence Valley here.

What you need to know...

We are recruiting for multiple Customer Experience Officer positions: - full time term contract, part time term contract and casual contract 

Full time Term contract

• full time - 70 hours per fortnight
• the package:  $60,312 to $71,923 plus superannuation per annum
• location: Grafton/Maclean (to be negotiated)

Part time Term contract

• part time - hours as negotiated 
• the package: $33.01 - $39.36 per hour, plus superannuation
• location: Grafton/Maclean (to be negotiated)

Casual contract

• hours as required
• the package: $33.01 - $39.36 per hour, plus 25% casual loading, plus superannuation
• location: Grafton/Maclean (to be negotiated)

About the role

Council has opportunities for talented customer experience staff to join our team. We have Full-Time/ Part-Time Term contracts and Casual positions available, with the exciting possibility of becoming permanent.

Your main responsibilities will include:
• Responding to, referring and resolving enquiries from the public in an empathetic and timely manner;
• Providing information on Council’s services and facilities to customers;
• Resolving general telephone, counter and online enquiries from the public and provide written responses within the agreed corporate guidelines; and
• Processing payments received from the public, ensuring they are receipted according to Council’s procedures. As the successful candidate, you will have:
• Demonstrated experience in delivering an excellent standard of empathetic, customer focused service in a customer centred role;
• High level organisational and well-developed administrative skills;
• Technological skills to fulfill the requirements of the position;
• Well-developed verbal and written communication skills;
• Ability to prioritise and complete customer enquiries to the expected standard in a timely manner.

A full training program has been developed to enable your journey with Council.

Customer Service Centre operating hours are between 8.30am and 4.30pm (Monday to Friday).

We are looking for diversity in our team and happy to accommodate reduce working days or working hours to ensure a work/life balance. 

Download the position description here.

To be considered for this position you will need to:

• Address the essential criteria
• Attach a cover letter (2 pages maximum) and an up-to-date resume (5 pages maximum) that clearly details your skills & experience as relevant to this position. You will need to demonstrate how you meet the focus capabilities and how your skills will enable you to achieve the key accountabilities.
• Target questions - answer the  target questions - maximum 300 words each question
  Q1 Can you give an example of a time when you had to address a wide range of customer issues simultaneously? How did you prioritise and manage these tasks to ensure timely and effective resolutions?
  Q2 Tell us about a time when you had to handle a particularly difficult or sensitive customer complaint. How did you approach the situation, and what was the result? 

Contact

Lynette Burley, Coordinator Customer Experience at lynette.burley@clarence.nsw.gov.au, or 02 6643 0257

Closing date

Tuesday 18 February 2025 at 11.30 pm (NSW time).

Other important information

This position is located at Council's Grafton or Maclean office, however, this may change should business needs identify other work locations to be more appropriate to deliver our services in the future.

A probation period applies to the temporary positions. 

How to apply:

• All applications must be lodged online via Council's website www.clarence.nsw.gov.au.
• Attachments such as certificates and licences must be combined into one document before you attach them to your application.
• For further information about the selection process including tips on how to address the selection criteria please refer to the Careers page on the Clarence Valley Council website. 

For this application you will be required to supply a resume and relevant certificates and licences.

Do you want further information on how to apply under the Capability Framework? Please read our How to apply for a job guide.

Council is an EEO employer and First Nations people are encouraged to apply.

Council also recognises the skills and attributes of veterans and welcomes applications from ex-service personnel.