Customer Experience Officer

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

Be passionate. Be progressive. Hawkesbury City Council.

• Permanent Full-Time
• 9 Day Fortnight
• Fitness Passport option + On-Site Parking

Hawkesbury City Council is the largest local government area in metropolitan NSW covering 2,800 square kilometres, incorporating both urban and rural communities. We are committed to working together to deliver outcomes for the community through innovation and best practice.

Hawkesbury City Council strives to be an inclusive workplace for all people. We welcome and encourage applications from all ages and genders, Aboriginal and Torres Strait Islander peoples, people from culturally diverse backgrounds, the LGBTIQ+ community, veterans and people with disabilities.

The Role

Reporting to the Customer Experience Coordinator and based in Windsor, this position is the face of Council and plays a critical role in shaping first impressions and delivering a quality customer service experience.

The Customer Experience team is a high preforming team that provides frontline support by handling internal and external customer enquiries over the phone, in person or via email. This role includes call centre, administrative support, record keeping and accounting

About You

You will be a highly motivated individual who has excellent communication and interpersonal skills. You enjoy a fast-paced environment, are results orientated, have a high attention to detail and the ability to de-escalate situations. You will be adept at building and maintaining collaborative relationships and will have a demonstrated background in a Customer Service Centre environment

Essential Criteria

• 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 completion of assigned tasks
• Ability to handle and de-escalate customer complaints effectively and efficiently.
• Excellent interpersonal skills dealing with internal and external customers.
• Demonstrated competence interacting and working with stakeholders at all levels to deliver outcomes
• Working with Children Check (WWCC)
• The right to live and work in Australia
• Successful applicants will be required to undergo background (police) checks and medical declaration

The Rewards

An attractive salary will be offered to the successful applicant commensurate with qualification, skills, and experience.

• Great working environment
• Fortnightly Rostered Day Off
• Paid Parental Leave
• Tertiary Education Assistance
• Health and Wellbeing Program
• Long Service Leave after 5 years
• Training and Development Opportunities
• Employee Reward and Recognition program
• Fitness Passport option
• Social Club - BBQs, Christmas parties, raffles and activities
• Employee Assistance Program for employees and their family

Applications close Sunday, 18th October 2026

Please allow 4 weeks from the closing date for processing of your application.

Applicants who do not address the selection criteria may not be considered for this position.

Please note that the canvassing of Councillors in relation to these matters will automatically disqualify the applicant from this process.