Customer Service Officer (Full-Time)

Careers at Council; Lithgow City Council; On-site; AUD 56,000 - 62,000; Full time

Benefits offered by this job

Ongoing learning & development

Rostered day off every fortnight

Fitness Passport Program & EAP

Job summary

Lithgow City Council is seeking a Customer Service Officer to join the Lithgow team. You will be the first point of contact, handling enquiries and complaints, and delivering quality service to residents and visitors in a fast-paced environment.

Responsibilities include processing payments, bookings, certificates, and information requests, while working with other departments. A Class C license and strong communication skills are required.

Qualifications

• Experience in the delivery of quality customer service to internal and external customers.
• High level of customer service with ability to handle difficult people.
• Experience in a high paced environment with competing deadlines.
• Ability to work well under pressure and meet deadlines.
• Skills in conflict and dispute resolution.
• Excellent written and verbal communication skills.
• Experience in cash receipting and reconciliations.
• Proficiency in Microsoft Office applications.
• Class C Drivers Licence.
• Commitment to integrity, honesty and Work Health & Safety.

Responsibilities

• Provide quality front line customer service to all internal and external stakeholders.
• Collaborate with other departments within Council.
• Attend and assist with administration duties including high volume of phone calls, website and counter enquiries, cash receipting and emails.
• Receive and deal with complaints and requests for information or services.
• Assist with rates and water billing enquiries.
• Receipt and balance payments and remittances from front counter.
• Manage bookings for Council facilities.
• Process applications for certificates 602 & 603.
• Assist customers with payment plans.
• Assist with processing customer forms for Council services.

Skills

Quality customer service

Customer conflict handling

Pressure management

Verbal & written communication

Cash receipting & reconciliations

MS Office proficiency

Driver's licence (Class C)

Work Health & Safety understanding

Job description

Lithgow City Councilhas an exciting opportunity for aCustomer Service Officerto join their team in Lithgow, NSW

Reporting to the Senior Customer Service Officer, you will be responsible for providing and maintaining a consistently high level of quality customer service to internal and external stakeholders in a professional environment. This position provides a service to the community by acting as the initial point of contact in welcoming customers, assisting with enquiries and complaints. The preferred applicant would be comfortable working in a fast paced, high volume area with the ability to work under pressure to meet required deadlines.

More specifically, your duties will include (but will not be limited to):

• Provide quality front line customer service to all internal and external stakeholders.
• Work effectively with other departments within Council.
• Attend and assist with administration duties including high volume of phone calls, website and counter enquiries cash receipting and emails.
• Receive and deal with complaints and requests for information or services.
• Rates and water billing enquiries.
• Receipt and balance payments and remittances arising from the front counter.
• Manage bookings surrounding the hire of Council facilities.
• Process applications for 602 & 603 certificates.
• Assist customers with payment plans.
• Assist with the processing of customer forms for Council services including Pensioner Rebate Applications, Companion Animal Registrations and Change of Address

About you

The successful candidate will meet the following criteria:

• Experience in the delivery of quality customer service to internal and external customers
• High customer service with the experience and ability to handle difficult people
• Experience in a high paced environment, with competing deadlines and priorities
• Ability to work well under pressure
• Skills and/or experience in conflict and dispute resolution
• Excellent written and verbal communication skills
• Experience in cash receipting and reconciliations
• Proficiency in the use of a variety of computer applications including Microsoft Office
• Class C Drivers Licence
• Demonstrated commitment to the principles of integrity and honesty
• Demonstrated commitment to and understanding of Work Health & Safety

In addition, an ideal candidate would have experience in Local Government related Legislation, qualifications or training in a related area (Office Administration), and a sound knowledge of the structure and functions of Council.

Salary and Benefits

If you are looking for a change of lifestyle, a new adventure, or to take the next step in your career, this is the role for you.

• Between $1,223.90 - $1,353.19 per week, commensurate with your skills, qualifications and experience
• Full-time, 35 hours per week
• Ongoing learning and development opportunities
• Work/Life balance with a rostered day off every fortnight
• Access to Council's Fitness Passport Program and Employee Assistance Program (EAP)

APPLICATIONS CLOSE ON Wednesday 4 November 2026 at 4pm AEST.

Please note:To be considered for this position, candidates must address all selection criteria. Those who do not address the selection criteria with examples will not be considered.

Applications generated using Artificial Intelligence (AI) may not be progressed in the recruitment process.

Preferred applicants will be required to undertake a pre-employment medical, which includes a drug and alcohol screening and functional assessment. Preferred applicants may be subject to reference checks, driving history checks, qualification checks, a NSW Police Check, a Working with Children check and confirmation of your Right to Work in Australia.

You must be an Australian or New Zealand Citizen or a permanent resident or have the right to live and work in Australia to apply for this position.

Lithgow City Council

The Lithgow local government area is located on the western edge of the majestic Blue Mountains. The area totals 4,567 square kilometres from the Capertee and Wolgan Valleys in the north, Little Hartley in the east, Tarana in the south and Meadow Flat in the west.

The major urban centre of Lithgow nestles in a valley of that name, overlooked by the sandstone escarpments of the Blue Mountains. In the addition to the major urban centre of Lithgow, the Lithgow local government area has 12 villages with mining or farming backgrounds. These smaller centres have proven to be a attractive rural residential areas which, along with the broader rural areas offer a truly unique lifestyle that harmonises its urban, industrial and rural qualities.

Council is focused on delivering quality services as a Centre of Regional Excellence that encourages community growth and development, and contributes to the efficient and effective management of the environment, community and economy for present and future generations.

The guiding principles of communication, accountability, respect, empathy and support define how Lithgow City Council strengthen its working environment to deliver on the aspirations of our community. For further details on Council's values, please visit https://council.lithgow.com