Wollongong City Council

Customer Service Officer

Wollongong City Council we have a steadfast commitment to creating an Extraordinary Wollongong. We are in an exciting period of transformation and focused on delivering exceptional services, infrastructure and facilities for our community.

Our strength is the diversity of our people. Together our responsibility is to create an inclusive place where everyone is welcome, valued and belongs. We lead with courage, openness and curiosity. Our conversations and actions celebrate diversity, inclusion and belonging. Learn more about us here.

At Wollongong City Council we are passionate about delivering exceptional service and creating positive experiences for our customers.

Are you a people person with a knack for problem-solving? Do you thrive in a fast-paced environment and love making customers smile? If so, we want you to be our next Customer Service Officer!

About the Role

As a Customer Service Officer, you will serve as the primary point of contact for our customers and our community. You'll work collaboratively in our team environment to deliver efficient, responsive, and courteous service across various Council functions. You will provide a positive customer experience for a diverse range of customers. You'll ensure that all customer interactions align with the organisation's values and objectives through best practice techniques, processes and technology applications.

This is a permanent part-time role, starting at 28 hours per week Monday, Tuesday, Thursday and Friday requiring availability 8:30am and 5:00pm; and will move to 21 hours per week in 2026. Salary from $44.09 per hour, plus superannuation (Salary package will be assessed based on skills, experience and qualifications).

What You will be doing:

You'll be the friendly face and voice of Wollongong City Council and provide top-notch service to our customers via phone, email, and in person. You will be required to work across all Customer service channels including but not limited to customer contact centre, face to face counters and digital channels.

You will engage with the community to provide outstanding service and support and ensure customer satisfaction by:

• Responding to community inquiries and issues with a positive attitude and a sense of urgency
• Collaborating with other departments to ensure a seamless customer experience and referring matters to other business units for follow-up and technical advice when necessary
• Ensure positive customer interactions that align with organisational values, policies, and processes
• Identify opportunities to improve customer service processes

About you:

You are enthusiastic about delivering outstanding customer service and eager to join a dynamic team. With proven experience in a customer service role, you possess excellent communication and interpersonal skills. Your strong problem-solving abilities, keen attention to detail enable you to thrive in a fast-paced environment and manage multiple tasks simultaneously. Additionally, you are proficient in using customer service software and tools.

Benefits of working at Council:

• We provide flexible working arrangements such as hybrid working and flex- you just need to ask!
• We are value-led, support and encourage personal and professional growth, recognise and reward performance and embrace change.
• We provide generous leave provisions including 5 weeks annual leave per year of service
• Long Service Leave after 5 years
• We are committed to providing a safe working environment for all, (everyone, every day and everywhere) and make available wellbeing programs to support mental, physical and social wellbeing of our staff to be at their best.

Interested?

For more information, click on Apply to be redirected to Wollongong City Council's E-recruitment site.

Contact Natasha Jurisic, Customer Service Team Leader, on (02) 42277226 for questions related to the job

For assistance in submitting your application, please contact the Talent Acquisition Team on (02) 4227 7065.

Applications close 11:59pm, Monday 24 March 2025.

We encourage applications from everyone regardless of gender, age, ethnicity, cultural background, faith, disability or gender identity. People with disability are encouraged to reach out so they can be supported in recruitment processes, to enable them to demonstrate their skills and capabilities to meet the requirements of the job.

Wollongong Council adheres to the principles of a child safe organisation and is committed to the care and protection of all children and young people in the community.

Applicants are required to undergo a rigorous employment screening process which will include Reference, Identity and Medical History Checks, and may also include a Criminal History and Working with Children Check. Employment is subject to clearance of all these checks.