Customer Service Officer

Central Coast Council NSW; Central Coast Council; Hybrid; AUD 77,000 - 89,000; Full time

Benefits offered by this job

9-day fortnight

Hybrid working

Temporary roles

Job summary

Central Coast Council NSW is seeking a Customer Service Officer to handle inbound calls and provide accurate information across Council services from the Wyong Administration Building.

You will work in a fast-paced contact centre, listening carefully, identifying needs and delivering clear guidance while using multiple systems. After training, opportunities may arise to support service counters and digital channels with hybrid work potential.

Qualifications

• Certificate III in Customer Contact or equivalent experience with ongoing development.
• Proven experience in fast-paced inbound call centre or customer contact roles.
• Excellent verbal and written communication with ability to adapt to customers and colleagues.
• Ability to navigate multiple systems while handling inquiries and maintaining privacy.
• Strong organisation and ability to manage competing priorities.

Responsibilities

• Handle inbound customer calls and provide accurate information across council services.
• Listen carefully, identify customer needs and offer clear, consistent guidance.
• Use multiple systems to resolve inquiries and record interactions accurately.

Skills

Strong communication

Empathy and listening

Multisystem navigation

Customer service delivery

Resilience

Education

Certificate III in Customer Contact

Tools

CRM software

Job description

Help shape positive customer experiences and create value for the Central Coast community. Join a fast-paced team where every conversation is an opportunity to Rewrite the Future.

• Join a supportive, fast-paced call centre team based at Council's Wyong Administration Building.
• Benefit from a 9-day fortnight and hybrid working arrangements that support work-life balance.
• Three (3) temporary full-time opportunities available.

About the role

This is primarily an inbound call centre position based at Council's Wyong Administration Building.

As a Customer Service Officer, you will be one of the first points of contact for the Central Coast community. You will spend the majority of your working day responding to inbound customer calls and using multiple systems to resolve enquiries, accurate information across a broad range of Council services.

You will work in a structured, fast-paced contact centre environment where you will need to listen carefully, identify customer needs and provide clear and consistent advice. The role requires strong communication skills, resilience, attention to detail and the ability to navigate several systems and information sources while assisting customers. You will commence in our call centre and, after completing the required training and competency assessments, may have opportunities to support Council's service counters and digital channels and, where applicable, access hybrid working arrangements.

This position is required to provide quality customer service and create value for the community.

To be successful in this role, you will have:

• Certificate III qualification in Customer Contact or a related field or demonstrated solid contemporary experience in a similar role combined with ongoing professional development.
• Demonstrated recent experience in a fast-paced inbound call centre or customer contact environment, managing a high volume and broad range of customer enquiries.
• Strong verbal and written communication skills, with the ability to listen, empathise and adapt your approach to different customers and colleagues.
• Confidence managing difficult, complex or sensitive customer interactions and working towards appropriate outcomes.
• The ability to navigate multiple systems and digital programs simultaneously while speaking with customers.
• Strong organisational skills and the ability to manage competing priorities in a structured service environment.
• A flexible, collaborative and solutions-focused approach, with a commitment to quality customer service.
• An understanding of privacy and information access obligations, or the ability to quickly develop this knowledge.

The commencing salary for this position is up to $76,535. Employees may progress through the salary range up to $88,678, subject to demonstrated skills, performance and successful completion of competency assessments. Plus 12% superannuation.

• We have three (3) temporary full-time and part-time roles available
• Hybrid working opportunities may be available following the successful completion of training and competency requirements
• This role is located at the Wyong Administration Building
• An eligibility list may be established from this recruitment process and used to fill future vacancies over the next 12 months.

Want to know more?

The contact person for this role is Teresa Sialepis, Team Leader Customer Service. You can contact Teresa on 0428 045 ***.

This position will close for applications at midnight on Monday 5 October 2026.

Previous applicants do not need to reapply.

We are looking for genuine examples that showcase your skills, experience and customer service capabilities. While you may use tools to assist you with preparing your application, responses should accurately reflect your own experiences and achievements, as AI-generated responses alone will not provide an advantage during the selection process.

We will not accept unsolicited resumes or applications being presented by recruitment agencies.