Customer Service Officer

Central Coast Council NSW; Gosford; Hybrid; AUD 72,000 - 89,000; Full time

Benefits offered by this job

9-day fortnight

Hybrid working arrangements

Job summary

Central Coast Council NSW in Wyong is seeking a Customer Service Officer to handle inbound calls, resolve enquiries and provide accurate information across Council services in a fast-paced, structured contact centre.

You will work in a hybrid environment with training and potential rotation to service counters and digital channels, benefiting from a 9-day fortnight and supportive team culture.

Qualifications

• Certificate III qualification in Customer Contact or a related field or demonstrated solid experience in a similar role.
• 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.

Responsibilities

• Handle inbound customer calls and resolve enquiries across a broad range of Council services.
• Provide accurate information and guidance in a clear, empathetic manner.
• Operate within a structured call centre environment and meet performance standards.
• Undergo training and competency assessments; may support service counters and digital channels after training.
• Contribute to consistent, high-quality customer service and value creation for the community.

Education

Certificate III qualification in Customer Contact or related field

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 04•• ••• 826 .

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.