Customer Service Officer x 3

City of Newcastle, Australia; Newcastle; Hybrid; AUD 81,000 - 100,000; Full time

Benefits offered by this job

35-hour week

Annual leave 4 weeks

Parental leave

Health & wellbeing programs

Novated lease options

Job summary

The City of Newcastle is seeking a Customer Service Officer to be the primary contact for our community across phone, digital and face-to-face channels. You’ll help customers with requests and applications, delivering high-quality interactions that reflect our values of cooperation, respect and wellbeing.

You’ll join a team that supports flexible, hybrid work arrangements and ambitious plans to make Newcastle a liveable, inclusive city.

Qualifications

• Customer service mindset and strong communication are essential.
• Ability to handle multiple channels (phone, digital, in-person) effectively.
• Experience in public sector or council services is a plus.

Responsibilities

• Serve as the primary contact for the community across phone, digital, and face-to-face channels.
• Assist customers with requests and applications for council services.
• Provide high-quality interactions that reflect cooperation, respect, excellence and wellbeing.

Job description

• Don't just work for the city; co-create it!

• 3 x temporary contracts available
• Say goodbye to weekend or shift rosters
• Don't just work for the city; co-create it!

At the City of Newcastle (CN), we pride ourselves on delivering exceptional service and creating outstanding experiences for our customers. As a member of our team, you won't just work for the city; you’ll co-create it.

Here, your ideas and efforts directly shape the places where you and your community live, work, and play. Our Customer Service Centre is dedicated to upholding our values of cooperation, respect, excellence and wellbeing in every interaction.

• Temporary contract until 18 July 2027
• Temporary contract until 24 October 2027
• Temporary contract until 14 November 2027

As a Customer Service Officer, you will be the primary point of contact for the community. You will play a crucial role in delivering high-quality interactions across a variety of channels, including phone, digital and face-to-face channels to support our customers with requests and applications in relation to the services that we provide. Your ability to project a positive image and provide exceptional service will be key to ensuring our customers have an outstanding experience every time they engage with us.

Through your work, you’ll have a behind the scenes pass to Newcastle's evolution as you shape our future as a liveable, inclusive city.

Find out more about your new career by viewing the position description here.

Life at City of Newcastle (CN)

You’ll get to experience your work up close alongside the brilliant minds of your colleagues who care for one another and the region.

You’ll chip away at ambitious plans with a talented, passionate crew alongside you, shaping the very fabric of our community. Showing up for neighbours not shareholders.

Every single day offers the chance to think big and act local. Planning and prioritising to achieve the most important outcomes with the community.

You’ll add value in the moments that matter. From librarians to lifeguards, in a range of iconic places, we achieve a better Newcastle together.

Whether we’re planning to host major events, providing essential services or supporting creative artists, it’s what we do when the cameras aren't rolling that matters most.

And we’ll be there for you in important times in your life. We embrace flexible work arrangements to find a balance that allows us to enjoy the city we shape.

Our focus on inclusion and respecting culture, will help you feel a deeper connection with others. You'll connect with internal communities that will help you to feel a sense of belonging and reflect the diversity of the growing region.

You’ll do meaningful work and do it sustainably as you take ideas from plan to play, in your own backyard.

With hundreds of different roles, each person adds their uniqueness to our culture and plays their part as we head towards our 2040 vision.

With natural assets and a focus on the environment, co-create a sustainable region with us.

Why join CN?

At CN, we value our employees, and their wellbeing takes priority. We encourage employees to make time for what's important and provide the benefits to enable a work life balance that allow us to enjoy the city we shape. To read more, visit here!

• 35-hour working week with flexible/hybrid work arrangements/model as well as an optional 9-day fortnight
• 4 weeks of annual leave, 3 weeks of personal leave, plus 2 additional paid public holidays
• 17.5% annual leave loading yearly payment
• Paid parental leave for primary carers
• Industry leading employment conditions
• Corporate Fitness program from as little as $18.00 per fortnight
• Access to a range of exclusive CN employee benefits programs including Novated Lease options as well as access to reward and recognition vouchers
• Annual performance development plans and ongoing training and development opportunities
• Leading the CN Way leadership program
• Inclusion, Diversity & Equity (IDE) employee networks and initiatives
• Access to Health & Wellbeing programs including an Onsite Physiotherapist and Psychology, Yoga and Mental Health Ambassador Groups

We champion inclusion so that everyone is valued, and we encourage innovation and creativity. We are committed to creating a safe and inclusive workplace where different styles, backgrounds, experiences, and perspectives are valued, encouraged, and respected.

People with diverse lived experiences (including but not limited to, Aboriginal and Torres Strait Islander Australians, people with diverse gender identities and sexualities, people from different cultural, racial, ethnic, religious and linguistic backgrounds, people with disability, carers, and veterans) are encouraged to apply.

Don’t just work for the city, co-create it. Join and expand your career at the City of Newcastle.

Application Closing Date: Friday 13 November 2026

Remuneration: $81,757.73 + 17.5% annual leave loading yearly payment + 12% Superannuation per annum for a 35 hour week

Contact: Kate McArdle - Customer Service Manager - 02 49742064

If you need any adjustments to be made to the recruitment process or if you would like to discuss any accessibility requirements, please contact [e-mail] for a confidential discussion.

You must have the right to live and work in Australia to apply for this job.