Customer Experience Officer

Clarence Valley Council; Maclean; On-site; AUD 60,000 - 75,000; Full time

Benefits offered by this job

Flex time

Fitness Passport

Leadership programs

Employee Assistance Program (EAP)

Long service leave

Job summary

Clarence Valley Council in Maclean is seeking a Customer Experience Officer to be the crucial link between the community and the Council. You will foster positive connections while maintaining a professional, friendly manner to support a high standard of customer satisfaction.

You'll contribute to a council-wide customer experience improvement program, respond to inquiries, provide information, handle payments, and support service standards with a focus on accessibility and timely service.

Qualifications

• Demonstrated experience delivering empathetic, customer-focused service.
• Strong organisational and administrative capabilities.
• Comfort with technology and information systems.
• Excellent verbal and written communication skills.
• Ability to prioritise and complete enquiries promptly.
• A current Class C Driver’s Licence.

Responsibilities

• Respond to, refer and resolve enquiries from the public empathetically and promptly.
• Provide information on Council services and facilities to customers.
• Resolve general telephone, counter and online enquiries and respond in writing per guidelines.
• Process payments from the public and issue receipts per procedures.

Skills

Customer service

Administration

Tech literacy

Verbal and written communication

Prioritisation

Class C Driver’s Licence

Job description

Our goal is simple. We want Clarence Valley to be a community full of opportunity. We know that starts with our people.

Located in the heart of the Northern Rivers, the Clarence Valley is a special place to call home. With over 100km of stunning beaches, national parks and 60 unique towns and villages to enjoy, we’ve got a massive backyard to look after.

As one of the region’s largest employers, we provide the job security and career opportunities of a large organisation, with the warmth and connection of a local team.

We’re currently working on some big plans to make the Valley even better by 2036, and we need people who are ready to roll up their sleeves and be a part of something truly important.

Your opportunity

As the Customer Experience Officer, you’ll be the critical link between the community and council. You are someone who thrives on creating positive connections, while maintaining a professional yet friendly manner that ensures the highest customer satisfaction. We have an ambitious customer experience improvement program, including enhanced service standards, that you’ll contribute to delivering.

Your main responsibilities will include:

• Responding to, referring and resolving enquiries from the public in an empathetic and timely manner;
• Providing information on Council’s services and facilities to customers;
• Resolving general telephone, counter and online enquiries from the public and provide written responses within the agreed corporate guidelines; and
• Processing payments received from the public, ensuring they are receipted according to Council’s procedures.

A full training program has been developed to enable your journey with Council Customer Service Centre operating hours are between 8.30am and 4.30pm (Monday to Friday). We are committed to fostering diversity in our team and are open to accommodating reduced working days or hours to ensure a healthy work-life balance.

What you’ll bring

To thrive in this role, you’ll bring:

• Demonstrated experience in delivering an excellent standard of empathetic, customer focused service in a customer centred role;
• High level organisational and well-developed administrative skills;
• Technological skills to fulfil the requirements of the position;
• Well-developed verbal and written communication skills;
• Ability to prioritise and complete customer enquiries to the expected standard in a timely manner;
• A current Class C Driver’s Licence.

Applications close at 11:30pm Tuesday 3 November 2026.

This position is located at Council's Maclean Office, however, this may change should business needs identify other work locations to be more appropriate to deliver our services in the future.

At Clarence Valley Council, we believe our diversity is our strength.

We strongly encourage applications from First Nations people, veterans, and individuals of all backgrounds and abilities.

Why our team chooses Clarence Valley Council

See the tangible results of your efforts in the streets, parks and infrastructure used by you and your loved ones every day.

We invest in your potential through leadership programs, internal secondments and specialised training to keep your career moving forward.

We empower you to lead a fulfilling life where family comes first - backed by a culture that genuinely respects your time.

We believe you shouldn’t have to choose between an impactful career and a relaxed, coastal lifestyle. That’s why we provide plenty of rewarding benefits so you can enjoy work and play in equal measure.

You’ll also be rewarded with a range of benefits

• Our popular flex time offering gives you more time to spend with the people who matter most.
• Our Fitness Passport program provides discounted gym and pool access, not just for you, but for your entire household.
• Leadership programs, study assistance, internal secondments and on-the-job training to invest in your potential.
• Your wellbeing is always a priority - we have a zero-harm commitment, and you can access 24/7 confidential support through our Employee Assistance Program (EAP).
• Long service leave after 5 years employment.