Customer Relations Officer

City of Melbourne; City of Melbourne; Hybrid; AUD 73,000 - 90,000; Full time

Benefits offered by this job

Hybrid working

12% superannuation

Casual loading up to 25%

Job summary

City of Melbourne is seeking a Customer Relations Officer to join the Customer Experience Branch, delivering high‑quality service across face‑to‑face, phone, email, live chat and social media.

In a busy contact centre, you’ll resolve enquiries at first contact wherever possible, maintain accurate records, and collaborate with colleagues to improve customer experiences. The role offers full‑time and casual opportunities with hybrid working.

Qualifications

• Minimum 2 years experience in customer service and/or contact centre.
• Strong communication skills and ability to work in a team.
• Ability to assess priorities and handle multiple channels.

Responsibilities

• Provide high-quality service across face-to-face, phone, email, live chat and social media.
• Resolve enquiries at the first point of contact wherever possible.
• Maintain accurate customer information and records.
• Collaborate with colleagues to improve customer experiences.

Skills

Multichannel communication

Customer service experience

Problem-solving

Teamwork

Emotional intelligence

Tools

CRM systems

Job description

• Deliver high-quality customer service across face-to-face, phone and digital channels
• Full Time and Casual opportunities available
• $73,324 (pro rata) + 12% superannuation, with 25% casual loading applicable to casual roles

About the role

The Customer Relations Officer sits within the Customer Experience Branch offers an opportunity to be at the frontline of delivering positive and seamless customer experiences for the City of Melbourne.

Working within a busy contact centre environment, you’ll be one of the first points of contact for customers and internal stakeholders, providing high-quality service across a range of channels including telephone, face-to-face, email, written correspondence, live chat and social media. A key focus of the role is resolving customer enquiries accurately and efficiently at the first point of contact wherever possible.

You’ll work collaboratively with colleagues across the organisation to find solutions, provide accurate information and contribute to a consistently positive customer experience.

A little more about the role

• Provide high-quality customer service across multiple channels, including face-to-face customer interactions, telephone, email, written correspondence, live chat and social media.
• Resolve customer enquiries at the first point of contact wherever possible and connect customers with the right information or service when further support is required.
• Maintain accurate customer information, records and systems, while proactively keeping up to date with City of Melbourne services and information.
• Contribute ideas to improve customer experiences, service delivery and everyday ways of working across the team

Located on the traditional lands of the Bunurong Boon Wurrung and Wurundjeri Woi-wurrung peoples of the Kulin Nation, Melbourne is globally recognised as one of the most liveable, diverse, and dynamic cities.

At the heart of it all is the City of Melbourne – a passionate, purpose-driven organisation where your work truly matters. As part of Team Melbourne, you will help deliver what is most important to the people who live, work, study, visit and invest in our great city.

We are proud champions of diversity, committed to continuous improvement, and driven by a shared vision for a vibrant and sustainable future.

This is more than just a role – it is your chance to make a real impact, contribute to something bigger, and shape Melbourne’s future alongside a collaborative and forward-thinking team.

About you

You are a customer-focused and approachable communicator who enjoys helping people, solving problems and delivering positive customer experiences. You’re comfortable working in a fast-paced environment, balancing competing priorities and adapting your communication style to suit different customers and situations.

What your experience might look like

• Minimum 2 years of experience working in a customer service and/or contact centre environment, including providing service by telephone, face-to-face and written communication.
• Strong interpersonal and communication skills, with the ability to work effectively as part of a team.
• Demonstrated ability to assess and balance priorities while working with limited supervision.
• Strong emotional intelligence and the ability to listen, understand and empathise with customers.
• Confident computer and keyboard skills, with strong attention to detail and the ability to accurately maintain customer information and records.
• Face to face and customer service leadership experience is desirable.

Benefits of working with us

• Attractive remuneration & benefits: Excellent pay package with a range of exciting benefits. Flexible working, study assistance & other great corporate discounts.
• Excellent leave entitlements: Enjoy up to 20 weeks of fully paid parental leave for primary carers, in addition to the government-funded parental leave, with no waiting period to access. Part-time equivalents are also available for added flexibility.
• Career progression: Career development support and opportunities to learn new skills within a creative and exciting environment.
• Work-life balance and hybrid working: We support flexible hours, alternative work arrangements (like ADOs), and hybrid work-from-home options.

Need more info?

Refer to the position description below or contact Charlene Stead – Customer Contact Coordinator, **************@melbourne.vic.gov.au.

Inclusion matters

We strongly encourage applications from Aboriginal and Torres Strait Islander peoples, people from all cultural and linguistic backgrounds, people with disabilities, LGBTIQA+ individuals, and people of all ages and faith backgrounds.

We provide reasonable adjustments throughout the recruitment process to support all applicants. If you require any adjustments, please let us know via the application prompts or inform our Careers team if you’re contacted for an interview.

Be careful - Don’t provide your bank or credit card details when applying for jobs. Don't transfer any money or complete suspicious online surveys. If you see something suspicious, report this job ad .