Customer Service Specialist - Call Centre (Mon-Fri)

Careers at Council; Newcastle-Maitland; On-site; AUD 79,000 - 92,000; Full time

Benefits offered by this job

Salary 78,934–91,735 AUD p.a. plus 12%

Temporary 6-month contract

Full-time 35h/w or Part-time 20h/w

Job summary

Lake Macquarie City Council is seeking a Call Centre Customer Service Officer to be the first point of contact, handling inbound calls and emails in a fast-paced, clerical environment. The role runs Monday–Friday with full-time or part-time options and a strong emphasis on problem-solving and clear communication.

You will join a supportive Customer Service Centre team, maintain knowledge of services, and contribute to continuous improvement while building effective relationships with internal

Qualifications

• Typing speed 45 wpm with 95%+ accuracy.
• Proficient across standard business apps such as MS Office/Outlook/Teams.
• Previous experience in customer service roles (call centre, admin, retail) or relevant qualification.
• Ability to manage a high volume of enquiries while remaining accurate and professional.
• Excellent communication and listening skills with diverse customers.

Responsibilities

• Handle inbound customer calls and provide clear, accurate information across Council services.
• Resolve enquiries using effective questions, sound problem-solving and conflict management.
• Use knowledge systems to deliver consistent information and timely resolutions.
• Record customer interactions accurately across multiple systems per policies.
• Work within a structured Customer Service Centre team.
• Build knowledge of Council services and customer expectations.
• Contribute ideas to improve service delivery and team performance.
• Foster strong relationships with internal teams and stakeholders.

Skills

Typing speed 45 wpm

Computer skills

Customer service experience

High-volume handling

Communication

Problem-solving

Fast learner

Education

Certificate III or higher

Tools

MS Office

Outlook

Teams

Job description

Lake Macquarie City Council is seeking a Call Centre Customer Service Officer to be the first point of contact, handling inbound calls and emails in a fast-paced, clerical environment. The role runs Monday–Friday with full-time or part-time options and a strong emphasis on problem-solving and clear communication.

You will join a supportive Customer Service Centre team, maintain knowledge of services, and contribute to continuous improvement while building effective relationships with internal