Call Centre - Customer Service Officer

Lake Macquarie City Council; Newcastle-Maitland; On-site; AUD 79,000 - 92,000; Full time

Benefits offered by this job

Learning and development opportunities

Discounted gym memberships

Wellbeing initiatives including EAP

Job summary

Lake Macquarie City Council, Speers Point NSW, is recruiting Call Centre/Customer Service Officers to be the first point of contact for residents. You will handle inbound calls and emails, provide accurate information, and resolve enquiries using council knowledge systems in a busy, friendly environment.

The role is full-time 35 hours/week (or part-time 20 hours), Monday to Friday, with shifts between 8am and 5pm.

Qualifications

• Minimum typing speed of 45 words per minute with high accuracy.
• Strong computer skills including MS Office, Outlook and Teams.
• Previous customer service experience in call centre, retail or similar.
• Ability to handle high volumes with professionalism and accuracy.
• Clear written and verbal communication with diverse customers.
• Ability to learn new technology and processes quickly.

Responsibilities

• Handle inbound calls and emails, providing accurate advice across council services.
• Resolve enquiries by asking questions and using problem‑solving and negotiation skills.
• Use knowledge systems to provide consistent information and timely resolutions.
• Record customer information and service requests across multiple systems.
• Work as part of a structured Customer Service Centre team.
• Develop knowledge of services and expectations, and drive continuous improvement.
• Build relationships with internal teams and stakeholders.

Skills

Typing 45 wpm

MS Office

Outlook

Teams

Multiple systems

Customer service

Education

Certificate III or higher

Job description

Lake Macquarie City Council – Speers Point NSW

Are you working in a contact centre or a customer facing role, Love helping people? Good on the phone? Keep calm when things get busy? We’d love to hear from you.

We’re recruitingCall CentreCustomer Service Officers as the first point of contact for our customers Monday–Friday only (no weekends or public holidays).This is a great opportunity for candidates who enjoy problem-solving, variety rather than repetitive script reading, learning new systems, and communicating clearly over phone and email in a fast-paced environment.

LET’S EXPLORE THE JOB

What you'll be doing:

• Handle inbound customer calls, providing clear, accurate advice and assistance across Council services and operations.
• Proactively resolve customer enquiries by asking effective questions, understanding customer needs and using sound problem-solving, negotiation and conflict management skills.
• Use Council’s knowledge systems to provide consistent information and achieve timely resolutions.
• Navigate multiple systems while accurately recording customer information and service requests in line with Council standards, processes and policies.
• Work as part of a structured and supportive Customer Service Centre team.
• Develop and maintain a strong knowledge of Council services, processes and customer service expectations.
• Champion the customer experience and contribute ideas that support continuous improvement, better service delivery and team performance.
• Build and maintain effective working relationships with internal teams and stakeholders.

Read the position statementhereand learn more about this exciting opportunity.

LET’S HEAR ABOUT YOU

To be successful in this role, you will have:

• A minimum typing speed of 45 words per minute, with an accuracy rate of 95% or higher.
• Strong computer skills, including intermediate capability across standard business applications such as Microsoft Office, Outlook and Teams, with the ability to confidently work across multiple systems, applications and telephony tools.
• Previous experience in a customer service role, such as a call centre, administration, retail or similar, or a Certificate III or higher in a relevant qualification.
• The ability to efficiently manage a high volume of customer enquiries while maintaining accuracy, professionalism and a strong customer focus.
• Excellent communication and listening skills, with the ability to explain information clearly, professionally and confidently to a diverse range of customers and stakeholders.
• Sound problem-solving, negotiation and conflict resolution skills, with the ability to remain calm and professional when dealing with challenging situations.
• The ability to learn quickly and adapt to new technology, systems and changing processes.

LET’S REVEAL THE PERKS

Competitive salary from $78,934 to $91,735 per year plus 12% superannuation

Initial Temporary 6-month Contract

Full-time: 35 hours per week, Monday to Friday, with shifts rostered between 8.00 am and 5.00 pm. Or Part-time: 20 hours per week, Monday to Friday, with hours suitable for school hours.

Office-based, Monday to Friday.

• Learning and development opportunities
• Supportive, empowering, and collaborative work environment
• Wellbeing initiatives including discounted gym memberships, social club, flu vaccinations, EAP support, and more

CHOOSE THE LAKE MAC WAY

We know it is our people that will shape the future of our city. That’s why we’re passionate about providing a workplace that empowers our staff to be creative, innovative and bold. When you join the team at Lake Macquarie City Council, you join a group of people with a commitment to make our city even better. We’re proud of our city and the work we do, and we know you will be too.

We celebrate diversity and are committed to creating an inclusive workforce. We believe that a diverse network of employees, which truly reflects the people it serves and represents, is best equipped to understand and meet the needs of our community. We welcome and encourage applications from all ages and genders, Aboriginal and Torres Strait Islander peoples, people from culturally diverse backgrounds, the LGBTIQ+ community, refugees and people with disability. We understand the skills and attributes veterans can bring to our Council.

Your experience throughout the application process matters to us. If you'd like feedback on your application or interview, don't hesitate to get in touch — we’re here for you!

Please note that as part of Lake Macquarie City Council’s recruitment process, prior to an offer of employment being made, recommended candidates may be subject to a medical assessment which may include alcohol and other drugs testing.