Customer Service Representative

City of Parramatta; Parramatta; Hybrid; AUD 73,000 - 89,000; Full time

Benefits offered by this job

Hybrid working conditions

Flexible time

Parental leave 14 weeks

Job summary

The City of Parramatta in New South Wales is seeking a Customer Contact Centre Officer to improve service delivery and respond to inquiries in a timely, professional manner. This permanent full-time role is based in Parramatta with hybrid working options.

You will work as a member of the Customer Contact Centre Team, handling enquiries across channels, developing knowledge to resolve 80% of contacts without escalation, and using council systems to transact for customers.

Qualifications

• The candidate must have experience providing information to clients and delivering high-quality customer service in a contact centre.
• Strong communication skills and the ability to work effectively with others to meet customer requests.
• Excellent organisational skills with ability to prioritise workload and manage multiple enquiries.

Responsibilities

• Collaborate with the Customer Contact Centre team to improve service delivery across channels.
• Respond to customer inquiries and requests in a timely, professional manner.
• Develop knowledge to resolve 80% of contacts at first contact without escalation.
• Use council systems to process transactions for internal and external customers.
• Support partnerships with customers and service providers.

Skills

Customer service

Communication

Teamwork

Organisation

Education

HSC or Equivalent Experience

Job description

Job Description

Work type: 35 hrs per week

Salary: From $81, 327.89 + 12% superannuation

Employment Type: Full Time, Permanent

Closing date: 9pm, Sunday 1 November 2026

The City of Parramatta is in the midst of significant growth and transformation. With a community that brings together many cultures, skills and stories, a changing skyline and new investments, this is an exciting time to be part of the journey. Parramatta 2050 gives us a clear picture of where we’re heading; a connected, creative and sustainable City with opportunities for everyone. Every role at City of Parramatta contributes to this next chapter, helping us build a strong, thriving Parramatta for the people who live, work and spend time here.

About The Role

This position is responsible for working as a member of the Customer Contact Centre Team to meet and improve customer and stakeholder service delivery and respond to customer enquiries and requests in a professional and timely manner

In this role you will:

• Work as a member of a team to meet and improve customer and stakeholder service delivery across various channels.
• Responding to customer enquiries and requests in a professional and timely manner
• Developing appropriate knowledge, skills and attitude to service customer inquiries to the point where 80% of all contacts can be addressed to the customer’s satisfaction without requiring escalation
• Using Council specific systems to administrate transactions on behalf of internal and external customers
• Contribute to the building of successful partnerships with customers and service providers

What’s On Offer

We are offering a permanent full-time opportunity, with a competitive remuneration package from $81, 327.89 plus 12% superannuation.

Your employee experience with City of Parramatta includes:

• Flexibility: Hybrid working conditions, flexi‑time scheme, additional leave over the Christmas period
• Leave: 14 weeks paid parental leave, 15 days personal leave, Long service leave after 5 years
• Wellbeing: Employee led networks (ERGs), Fitness passport, Flu vaccinations, Employee Assistance Program (EAP), Ongoing wellbeing initiatives, Health insurance discounts.
• Location & Convenience: Central Parramatta location, discounted parking, Novated leasing available
• Growth: Learning and development programs, leadership pathways, free LinkedIn Learning

About You

The successful candidate is someone who:

• The ability to provide information to clients, communicate in the workplace and work effectively in a Contact Centre environment
• The ability to work effectively with others to provide quality customer service, fulfill customer requests and create customer relationships
• Strong organisational skills and the ability to prioritise own workload

To be considered for this role, you must meet the essential requirements in the Position Description, including:

Qualifications/Licences:

• HSC or Equivalent Experience

Want to know more?

Review our Values Flyer to learn more about the behaviours that guide how we work.

Further details about this role can be found in the Position Description.

For a confidential discussion, please contact the Recruitment Team via [e-mail].

This position requires the preferred candidate to undergo the below pre-employment compliance checks:

• Criminal history check: A criminal history does not necessarily disqualify a prospective candidate from selection.

The City of Parramatta supports a drug and alcohol–free working environment. Employees may be subject to random testing.

How we work: Inclusion & Belonging

At the City of Parramatta, inclusion and belonging are central to how we work. We’re building a workforce that reflects our diverse community and value different perspectives and lived experiences. We welcome applications from Aboriginal and Torres Strait Islander peoples, people living with disability, people of all ages, women, culturally and linguistically diverse communities, LGBTQIA+ people, ADF veterans, and others who bring unique perspectives.

We are committed to a fair, inclusive, and accessible recruitment process and support reasonable adjustments throughout recruitment and employment – contact [e-mail] for a confidential discussion.

Eligibility

Please note you must be an Australian or New Zealand citizen or a permanent resident in Australia to apply for this position. Applicants holding valid visas may be considered for Casual or Term contracts subject to their visa work conditions.