customer service officer ( band 4 )

About the Role

Are you a people person who thrives on helping others? We are seeking a proactive and community-minded Customer Service Officer to join our dynamic team. As the first point of contact for our Council, you will play a crucial role in providing a responsive, reliable, and positive experience for our residents, businesses, and visitors.

Whether you are answering calls in our contact centre, assisting visitors face-to-face at our service centres, or responding to online webchats, your focus will be on delivering high-quality solutions with empathy and professionalism.

Key Responsibilities

• Customer Support: Respond to inbound phone calls, face-to-face enquiries, and online webchats to prescribed guidelines and service standards.

• Problem Solving: Take ownership of customer enquiries, service requests, and permits to find accurate and efficient solutions.

• Administration & Finance: Process payments, applications, and general correspondence. Manage daily cash balancing and banking duties with high accuracy.

• Process Improvement: Provide feedback on customer systems and contribute ideas to enhance our service delivery.

• Team Collaboration: Actively participate in team training and support the induction or guidance of team members when needed.

What We Are Looking For

• Qualifications: A Certificate IV in Customer Service (or equivalent) or relevant equivalent experience gained through on-the-job training.

• Experience: Proven experience in a front-line customer service role, preferably working with culturally and linguistically diverse (CALD) communities.

• Communication Skills: Strong verbal and written communication skills, with the ability to manage difficult conversations and challenging behaviours empathetically.

• Tech & Admin Savvy: Intermediate computer skills (experience with databases, phone technology, and social media platforms like Facebook) and accurate data entry.

• Financial Literacy: Strong numeracy skills to manage a cash float, receipting, and error-free end-of-day banking.

• Languages (Desirable): Fluency in a second language relevant to our local community is highly regarded.

• Compliance: A current Victorian Driver’s License and a satisfactory Police Check are required before commencement.

  Why Partner with Randstad?

  When you contract with Randstad, you gain the peace of mind of working with a reputable, global HR and recruitment services leader. We are specialists in government recruitment, and our consultants are subject matter experts, fully trained in navigating the complexities of the sector.

  We are committed to providing you with genuine care and support, including:
  A dedicated point of contact.
  Access to our new Contractor Benefits Portal with exclusive discounts on phone plans, health insurance, movie tickets, and a wide variety of retailers.
  Exclusive access to roles.
  Three pay runs per week, ensuring you are always paid within the week.
  Access to professional development programs, events, and coaching.

  APPLY NOW!
  Please submit your CV only via the link below. Due to the high volume of applications, we are unable to accept applications submitted via email or phone.

At Randstad, we are passionate about providing equal employment opportunities and embracing diversity to the benefit of all. We actively encourage applications from any background.