Customer Service Officer - Contact Centre

Sutherland Shire Council; Sutherland Shire Council; On-site; AUD 55,000 - 70,000; Full time

Benefits offered by this job

Fitness passport

Employee assistance program

Annual flu shots

Wellbeing programme

Novated lease options

Job summary

Sutherland Shire Council is seeking a Customer Service Officer for the Contact Centre, delivering friendly and efficient service across multiple channels. You will handle inquiries from initial contact to resolution, contributing to a smooth customer experience and continuous improvement within the team.

Ideal candidates bring proven high-volume customer service experience, strong communication skills, and a proactive approach to problem-solving in a collaborative environment.

Qualifications

• Proven experience in high-volume customer service roles.
• Strong analytical and problem-solving abilities.
• Excellent verbal and written communication skills.

Responsibilities

• Be the first point of contact for customers across phone, face-to-face and digital channels.
• Deliver outstanding customer service and resolve inquiries efficiently.
• Contribute to process improvements and the omni-channel experience within Council’s Contact Centre.

Skills

Customer service

Call centre

Analytical skills

Communication

Job description

Customer Service Officer - Contact Centre

• Be the first point of contact for our valued customers, ensuring a positive experience.
• Engage in a dynamic work environment that fosters collaboration and continuous improvement.
• Contribute towards the omni-channel experience, delivering customer service from all touch points of Council’s Contact Centre.
• Utilise your strong analytical and problem-solving skills to resolve customer inquiries efficiently.

Help Our Community Every Day

• Be the first point of contact for our valued customers, ensuring a positive experience.
• Engage in a dynamic work environment that fosters collaboration and continuous improvement.
• Contribute towards the omni-channel experience, delivering customer service from all touch points of Council’s Contact Centre.
• Utilise your strong analytical and problem-solving skills to resolve customer inquiries efficiently.

About Us

Sutherland Shire Council is committed to providing quality services to our community while ensuring transparency and ethical governance. We believe in fostering a collaborative work environment that encourages growth, innovation, and inclusivity.

About the Role

You will play a crucial role in delivering outstanding customer service from the initial point of inquiry through to resolution. You will be responsible for fostering good relationships with our customers and ensuring their satisfaction with our services.

This position requires a proactive approach to customer interactions, handling inquiries across all contact points, including phone, face-to-face, and digital channels. You will contribute to the efficient operation of the Contact Centre and assist in process improvements to enhance the overall customer experience.

Who We're Looking For

You will have a strong background in customer service, demonstrating a passion for providing excellent experiences. You will be adaptable, collaborative, and skilled in problem-solving.

• Proven experience in high-volume customer service roles, including call centres and face-to-face interactions.
• Strong analytical skills and the ability to resolve complaints effectively.
• Excellent communication skills with the ability to convey information clearly and concisely.

• Apply by responding to our online application questions and submitting your resume outlining why we are a great fit!
• Get your application in by 11.59pm: Sunday 18 October 2026
• Interview date: Interviews will be facilitated within 3 weeks of the closing date
• Hours of work: Temporary Full-Time. Working 35 hours per week.Applicants looking for Part Time hours (Minimum of 21 hours/3 days/Monday & Friday required) will also be considered.You will have the option of a 19 day month with Council's ADO system (Accrued Day Off).This opportunity is expected to be available for up to 6 months.
• To benefit your wellbeing you will have access to fitness passport, employee assistance program, annual flu shots, health and wellbeing programme and novated lease options.

Suitable candidates are subject to pre-employment screening which includes Reference Checks, Work Rights Verification, Identity and Functional/Medical History Checks, and will also include a Criminal History, Qualification and Working with Children Check. Employment is subject to clearance of all these checks.

Reach out to Lauren McDonald, Team Leader Customer Service Operations *********@ssc.nsw.gov.aufor any job specific enquiries.
Alison Wady, Talent Acquisition Business Partner*****@ssc.nsw.gov.aucan assist with any recruitment related enquiries.

Council is a Child Safe Organisation and is committed to ensuring the NSW Government’s Child Safe Standards are incorporated in our procedures, practices, programs, and events.

Sutherland Shire Council values the skills and attributes Veterans can bring to our Council. We understand that transitioning to roles outside of Defence can feel challenging. If you're unsure where to begin or would appreciate guidance throughout the application process, please don't hesitate to contact us.