Customer Experience Lead — 9‑Day Fortnight & Perks

Hawkesbury City Council; Colo Heights; On-site; AUD 65,000 - 85,000; Full time

Benefits offered by this job

Fortnightly Rostered Day Off

Fitness Passport option

On-Site Parking

Health and Wellbeing Program

Training and Development Opportunities

Parental Leave

Long Service Leave after 5 years

Employee Assistance Program

Job summary

Hawkesbury City Council is seeking a dedicated Customer Experience professional based in Windsor to deliver high-quality frontline service. You will handle inquiries by phone, in person, or email, supporting call centre activity and accurate record keeping.

The role emphasises excellent communication, de-escalation skills and teamwork within a busy environment. Tertiary qualification or extensive experience in customer service is essential, with a WWCC and right to work in Australia required.

Qualifications

• Tertiary qualifications in Business Administration and Customer Service or extensive Customer Service experience.
• Minimum 2 years of Customer Service Call Centre experience.
• Touch typing data entry experience with high accuracy.
• Demonstrated Office Administration experience.
• Demonstrated experience cashiering, including end of day reconciliations and EFTPOS transactions.
• Proven time management abilities to achieve tasks.
• Ability to handle and de-escalate customer complaints effectively.
• Excellent interpersonal skills with internal and external customers.
• Experience interacting with stakeholders at all levels to deliver outcomes.
• Working with Children Check (WWCC)
• Right to live and work in Australia.
• Background checks may be required.

Responsibilities

• Handle frontline customer enquiries via phone, in person or email.
• Provide call centre and administrative support, record keeping and basic accounting duties.
• Contribute to a high performing Customer Experience team to deliver quality service.

Skills

Communication skills

Interpersonal skills

De-escalation

Touch typing

Customer service

Education

Business Admin & Customer Service degree or equivalent

Job description

Hawkesbury City Council is seeking a dedicated Customer Experience professional based in Windsor to deliver high-quality frontline service. You will handle inquiries by phone, in person, or email, supporting call centre activity and accurate record keeping.

The role emphasises excellent communication, de-escalation skills and teamwork within a busy environment. Tertiary qualification or extensive experience in customer service is essential, with a WWCC and right to work in Australia required.