Customer Experience Officer

Careers at Council; Nowra; On-site; AUD 70,000 - 90,000; Full time

Benefits offered by this job

Generous leave entitlements

Long Service Leave after 5 years

Flexible and remote working

Job summary

Shoalhaven City Council is seeking a Customer Experience Officer to deliver responsive, professional service across phone, face-to-face, email and online requests. You will work primarily in the fast-paced Contact Centre, handling high volumes while upholding the council's standards.

The successful candidate will have a Certificate IV in Business (Administration) or equivalent, extensive customer service experience, and a valid Class C driver's licence.

Qualifications

• Extensive experience in the provision of quality customer service.
• Strong communication skills and the ability to work in a fast-paced environment.
• Commitment to delivering a positive customer experience.

Responsibilities

• Provide responsive and professional customer service across phone, in-person, email, web chat and online requests.
• Manage a high volume of enquiries in Council's Contact Centre.
• Adhere to Council's Customer Service Charter and Standards; act ethically and be accountable.

Skills

Customer service

Communication skills

Team player

Education

Certificate IV in Business (Administration) / Customer Contact

Job description

• 35 hours per week (Monday to Friday) with the option of flexitime
• Located at Nowra Administration Building, Bridge Road

About the Role

Customer Experience Officers provide responsive and professional customer service across a range of Council functions, assisting customers via phone, face-to-face interactions, email, web chat, and online requests. Working primarily within Council's fast-paced Contact Centre, they manage a high volume of enquiries while delivering a positive customer experience. This includes:

• Embody Shoalhaven City Council's customer code by ensuring that all customers are dealt with efficiently, courteously and in accordance with Council's Customer Service Charter and Standards.
• Achieve positive results for the customer by behaving ethically, being openly accountable, and delivering an excellent customer experience.
• Quickly and sensitively identify customer needs as well as any other organisational related issues needing attention.
• Handle difficult customer situations in a calm and professional manner.

Please refer to the Job Description under the Job Attachments for a comprehensive list of duties, responsibilities and skills required.

About You

To be successful in the position, you will have:

• Certificate IV in Business (Administration), Customer Contact, or equivalent experience in a customer service role in the services industry
• Extensive experience in the provision of quality customer service
• Current Class C Drivers Licence
• Proof of Australian residency or citizenship, or authority to work in Australia (visa).

We are looking for a customer focused team player with strong communication skills, the ability to work in a fast-paced environment, and a commitment to delivering a positive customer experience. The ideal candidate will be adaptable, professional, and confident managing a high volume of enquiries.

Applications Close: Tuesday, 22 September 2026 (at midnight)

If you have any questions about this role, please contact Caitlin Spencer - Customer Data & Process Officer - 02 4429 3***

Why Work with Us

The Shoalhaven area is a unique place of great natural beauty, offering an enviable lifestyle and positive work-life balance. Our workforce is our greatest asset, and we pride ourselves on our people. Our teams are talented and inclusive and work together to provide better outcomes for our community, who are at the heart of everything we do. With a diverse range of professions and roles, we offer many career options and pathways, actively promoting opportunities and encouraging staff professional development.

Benefits include:

• Generous leave entitlements
• Long Service Leave after 5 years
• Option of flexitime for indoor staff
• 9-day fortnight for outdoor staff
• Flexible and remote working arrangements
• Novated lease arrangements available
• Opportunities for professional development and training
• Corporate wellbeing programs, including Fitness Passport and Employee Assistance Program (EAP), discounted health insurance
• NSW Welcome Experience

Conditions apply as per the Local Government State award, and Council policies

Shoalhaven City Council is committed to creating a workplace that reflects our diverse community.

We welcome applicants of all ages, abilities, and backgrounds, including Aboriginal and Torres Strait Islander peoples, veterans, people with a disability, culturally diverse individuals, and LGBTQIA+ community members.

We ensure equitable recruitment practices, and encourage applicants living with a disability to request reasonable adjustments.

As a Child Safe Organisation, we uphold the rights and safety of all children and young people.