Customer Support Officer

Council Jobs; Melbourne; Hybrid; AUD 52,000 - 68,000; Full time

Benefits offered by this job

Hybrid work model

Professional development opportunities

Job summary

Cardinia Shire Council is seeking an entry‑level Customer Support Officer to deliver high‑quality service to residents. The role is predominantly phone and email based, with front-counter support and occasional face‑to‑face interactions.

You will thrive in a fast‑paced, high‑volume environment and work across digital channels to assist customers daily. Ideal candidates will have strong communication, be able to multitask, and work well in a team while maintaining a focus on customer experience

Qualifications

• Demonstrated high level customer service skills to both internal and external customers.
• Ability to effectively use computer programs to process requests, find information, correspond to customers and other staff members, and provide timely and relevant information throughout the organisation.

Responsibilities

• Deliver a positive customer experience across face-to-face, over the phone, via email, and online.
• Multitask to deliver solutions in an efficient and friendly manner.
• Undertake administrative responsibilities and process transactions; assist with Civic Facilities and events.
• Represent Council professionally in line with community expectations.
• Participate in training, meetings, and contribute to process reviews for flexible service delivery.

Skills

Customer service

Communication

Multitasking

Teamwork

Time management

Data entry

Tools

CRM software

Job description

As one of Victoria’s fastest‑growing municipalities, Cardinia Shire Council is an innovative and community‑focused organisation committed to delivering high‑quality services for our residents. We’re driven by curiosity, continuous improvement, and a genuine passion for creating a thriving, connected, and sustainable place to live and work.

We’re invested in our people and champion a culture where diverse perspectives are valued, learning is encouraged, and your contribution has real impact. If you’re motivated, community‑minded, and looking to build a meaningful career in local government, you’ll find opportunity and purpose here at Cardinia

About the opportunity

This is your chance to be part of a dedicated team that takes personal responsibility and accountability for delivering exceptional service to our customers and residents every day. As a Customer Support Officer, you’ll be at the forefront of our efforts to enhance the lives of those in our community, providing support and solutions that truly matter.

This entry‑level position is ideal for individuals looking to kickstart their career in local government and is suitable for someone who thrives in a fast‑paced, high‑volume call centre, enjoys regular interaction with people and can remain focus and engaged throughout the day.

This is predominantly a phone‑based role, with Customer support officers spending most of the day responding to a high volume of customer enquiries. The role also involves responding to emails, assisting through other various digital channels and face‑to‑face interactions supporting customers at the front counter.

You will need to be comfortable taking calls consistently throughout the day, managing repetitive enquires and tasks, remaining focused under pressure and maintaining a consistently high standard of customer service.

You will make an impact by

• Delivering a positive customer experience: You will interact with customers face‑to‑face, over the phone, via email, and online, ensuring they understand and have access to the range of Council services available.
• Being proactive and thinking outside the box: Your ability to multitask will be vital as you deliver solutions in an efficient and friendly manner.
• Undertaking administrative responsibilities: You will process transactions in a timely and accurate manner, and assist with duties associated with Civic Facilities, events, and other functions.
• Representing Council professionally: You will communicate with customers and administer transactions in a manner that meets the expectations of the community.
• Contributing to the team: You will participate in training activities, meetings, and provide input to review systems/processes to ensure flexible and responsive service delivery

What you will bring

• Demonstrated high level customer service skills to both internal and external customers
• Ability to effectively use computer programs to process requests, find information, correspond to customers and other staff members, and provide timely and relevant information throughout the organisation.
• Ability to organise/prioritise workloads to achieve set objectives
• Ability to work effectively within a team and contribute to business improvements and team goals.
• Ability to prioritise, manage and complete multiple tasks within set time frames.
• Strong emotional intelligence and the ability to listen, understand and empathise with customers.
• Strong interpersonal and communication skills, with the ability to work effectively as part of a team.
• Excellent verbal and written communication skills and a genuine enjoyment of dealing with people on a regular basis.
• Ability to work effectively in a high‑volume call centre environment, taking calls throughout the day while managing repetitive customer enquiries and tasks.

Why work with us

• Activity based and hybrid work model.
• Opportunities to work on innovative and impactful initiatives that make a real difference to the community.
• Professional development opportunities, including training and education programs, and leadership development initiatives.
• A commitment to sustainability and environmental stewardship, with initiatives to reduce the Council's carbon footprint and promote sustainable practices in the community.
• A focus on work‑life balance, with programs and initiatives designed to support employees' physical and mental well‑being.
• Discover these benefits and how we support and value our employees throughout their career journey.

Cardinia Shire Council is an equal opportunity employer committed to an equitable, diverse, and socially inclusive work environment and a positive, barrier‑free recruitment process. We welcome applicants from an Aboriginal and Torres Strait Islander heritage, people living with a disability, LGBTIQ+ and people from culturally diverse backgrounds to explore career opportunities with Cardinia Shire Council. If you have any support or access requirements, we encourage you to advise us at the time of application by contacting us on 1300 787 ***.

All successful applicants will be required to undertake a National Police Check and pre‑employment medicals. Certain positions may also require a Financial Background Check, Traffic Check or Working with Children Check.

You must have valid Australian Working Rights to be considered for this role.