Customer Service Representative

Ausgrid; Newcastle City Council; On-site; AUD 29,000 - 36,000; Part time

Benefits offered by this job

EV salary sacrifice

Discounted health insurance

Fitness Passport

Employee recognition program

Study assistance

Secondments

Training and mentors

Parental leave (gender-neutral)

Aged care support

Job summary

Ausgrid in Newcastle is hiring multiple part-time Customer Service Representatives to join our Contact Centre on a 25-hour per week, fixed-term contract of up to 12 months, with shifts between 9:00am and 6:00pm, Monday to Friday.

As the voice of Ausgrid, you will help customers navigate enquiries, service requests and outages across channels, maintain accurate records, and deliver professional, empathetic service.

Qualifications

• To be successful in this role, you'll have: strong emotional intelligence and the ability to understand customer needs with empathy and professionalism.
• Excellent verbal and written communication skills, both over the phone and in writing.
• Strong active listening and problem-solving abilities to resolve enquiries.
• Confidence managing challenging conversations while maintaining professionalism.
• Ability to quickly learn and confidently navigate multiple systems and platforms.

Responsibilities

• As a Customer Service Representative, you'll be the voice of Ausgrid for our customers, helping them navigate enquiries and service requests.
• You will assist with planned outages and unexpected network incidents across multiple channels.
• Maintain accurate records and ensure every interaction is handled with empathy and care.

Skills

Emotional intelligence

Verbal & written comms

Active listening

Problem solving

Systems navigation

Attention to detail

Resilience

Customer service experience

Job description

Shifts between 9:00am - 6:00pm, Mon - Fri

Location: Newcastle

About Ausgrid - we’re wired for good

We’re the largest distributor of electricityon Australia’s east coast, which means over twomillion homes and businesses rely on our good work. We’re here at the heart of the energy transition, and we’re driven by a powerful purpose to make electricity accessible for all.

It’s an exciting new chapter for our companywith each day bringing a renewed energy to how we deliver, store and use electricity. As we continue to grow, we’re in search of exceptional talent to help us achieve our goals.

Everyone’s job is important here. Our customers come from all walks of life, and so do we. We’re committed to fostering a diverse, respectful, and inclusive workplace, and encourage applications from all backgrounds.

See yourself working here

We're looking for multiple customer-focused professionals to join our Contact Centre team in part-time role offering 25 hours per week for a fixed term of up to 12 months, working 5-hour shifts between 9:00am and 6:00pm Monday to Friday.

This is an excellent opportunity for someone seeking greater work-life balance, returning to the workforce, studying, managing family commitments, or looking for stable part-time employment. The hours also make this an attractive opportunity for individuals with valid Australian working rights who are seeking flexible part-time work that can fit around other commitments.

More than anything, we’re looking for people who genuinely enjoy helping others. If you’re passionate about customer service, are an excellent communicator, can build rapport with a wide range of customers and enjoy learning new systems and technology, this could be the perfect role for you.

As a Customer Service Representative, you'll be the voice of Ausgrid for our customers, helping them navigate enquiries, service requests, planned outages and unexpected network incidents. You'll provide support across multiple channels, resolve customer concerns, maintain accurate records and ensure every interaction is handled with professionalism, empathy and care.

No two days are the same. You'll play an important role in supporting customers when they need us most, helping deliver a positive customer experience while contributing to a team that makes a real difference to the communities we serve.

What you bring to the role

Our hiring decisions are not only based on your experience and skills, but your passion, attitude, and alignment to our core values.

We are seeking individuals who bring a customer-first mindset and a genuine desire to help people.

To be successful in this role, you'll have:

• Strong emotional intelligence with the ability to understand customer needs and respond with empathy and professionalism.
• Excellent verbal and written communication skills.
• Strong active listening and problem-solving abilities.
• Confidence managing challenging or sensitive customer conversations.
• The ability to quickly learn and confidently navigate multiple systems, platforms and technologies.
• Strong attention to detail and the ability to maintain accurate records.
• Resilience, adaptability and a positive attitude in a fast-paced environment.
• Previous experience in customer service, contact centres, retail, hospitality or another service-focused environment.
• Knowledge of privacy and regulatory obligations relevant to customer service roles.

Life at Ausgrid

• salary sacrificing electric vehicles and novated leasing
• discounted corporate health insurance
• access to Fitness Passport
• employee recognition program
• study assistance
• secondments
• training and mentors, whose advice you’ll keep wherever you go.
• gender-neutral parental leave to balance work when growing your family.
• aged care support services

Applicants must have full Australian work rights to apply.

Application close date: 14th October 2026 (please note, this date is subject to early closure)