Customer Resolution Officer

City of Coffs Harbour; Coffs Harbour; On-site; AUD 68,000 - 83,000; Full time

Benefits offered by this job

Brand new office location at YarrilaPl

Flex time

Flexible work arrangements

Generous leave entitlements

Career development opportunities

12% superannuation

Job summary

City of Coffs Harbour is seeking a Customer Resolution Officer to deliver exceptional service to our community. You’ll be at the frontline, guiding residents through council services and resolving enquiries with empathy and professionalism.

Role involves collaborating with teams, contributing to knowledge systems, and supporting continuous improvements to enhance customer experiences. This is a permanent full-time position in a busy local government environment.

Qualifications

• Experience in customer service, administration or customer support environments.
• Strong communication skills and the ability to explain information clearly and confidently.
• Ability to navigate multiple systems and learn complex information quickly.
• Sound problem-solving skills and initiative when responding to customer needs.
• Collaborative approach and commitment to being part of a high-performing team.
• Resilience and the ability to manage difficult conversations professionally.

Responsibilities

• Deliver exceptional customer service at the frontline and resolve enquiries where possible.
• Explain information clearly, listen to needs, and guide residents through Council services.
• Handle complex issues with empathy and professionalism, ensuring positive outcomes for the community.
• Contribute to knowledge systems, participate in continuous improvement and build trust with customers.

Skills

Customer service

Communication

Systems navigation

Problem solving

Team player

Resilience

Education

Certificate IV in Business Administration

Job description

• Every question answered. Every problem solved. Every interaction matters.
• Help shape exceptional experiences for our community from the very first conversation.
• Join a team where your customer service skills create real outcomes for the people of the Coffs Coast.

About the role

At the City of Coffs Harbour, no two days are the same and neither are the conversations you'll have. As a Customer Resolution Officer, you'll be at the frontline of delivering exceptional service to our community. Whether you're helping a resident understand a development application, assisting with a ranger related enquiry, guiding customers through Council services, or finding the right solution to a complex issue, you'll play a vital role in connecting people with the information and support they need. You'll work across a diverse range of Council functions, building a broad understanding of how the organisation operates while developing the knowledge and confidence to resolve enquiries at the first point of contact wherever possible. Through your professionalism, curiosity and problem-solving mindset, you'll help turn customer enquiries into positive experiences that build trust and confidence in the City. Working within a supportive and collaborative team, you'll contribute to continuous improvement initiatives, identify opportunities to enhance customer experiences, and help strengthen the knowledge systems that support our service delivery. Please refer to the Position Description for a more detailed understanding of the role.

About you

You genuinely enjoy helping people. You're the type of person who stays calm when faced with a challenging enquiry, asks the right questions, and works through solutions with professionalism and empathy. You understand that great customer service is about more than simply providing information. It's about listening, understanding needs, and delivering positive outcomes.

You'll bring:

• Experience in customer service, administration or customer support environments.
• Strong communication skills and the ability to explain information clearly and confidently.
• The ability to navigate multiple systems and learn complex information quickly.
• Sound problem-solving skills and initiative when responding to customer needs.
• A collaborative approach and commitment to being part of a high-performing team.
• Resilience and the ability to manage difficult conversations professionally.

A Certificate IV in Business Administration (or equivalent experience) will be highly regarded, along with previous experience in local government or a similarly complex customer service environment.

What's on offer?

• Competitive Salary (from $75k) depending on your capabilities and experience + allowances + 12% superannuation
• Permanent Full-Time 35 hours per week
• Brand new office location at Yarrila Place !
• Flex time, flexible work arrangements and generous leave entitlements!
• Generous leave provisions
• Ongoing learning and development opportunities
• Career pathways within a progressive and diverse organisation
• A supportive culture focused on collaboration, innovation, accountability and respect
• Numerous benefits as outlined here !

About us

The City of Coffs Harbour strives to ensure the community and visitors can enjoy and grow the City's opportunities. We empower our people to innovate and work collaboratively with accountability and respect at the core of our approach. This is an excellent opportunity to be a part of a dynamic organisation and a thriving community in one of NSW's most beautiful regions.

Check out the benefits of living on the Coffs Coast

Hear from our General Manager, Murray Wood, on why a career at the City may be right for you!

Applications are to be submitted by 9pm (AEST, NSW) on the advertised closing date.

Thinking about relocating to regional NSW? The Welcome Experience is a free service designed to help you settle in, providing personalised support and connecting you with local communities, essential services, and lifestyle opportunities.

The City of Coffs Harbour is dedicated to fostering an inclusive and respectful workplace based on the principles of employment equity and diversity. We actively encourage applications from individuals from diverse backgrounds, regardless of race, religion, nationality, gender, sexual orientation, age, veteran or disability status .