Customer Support Officer - Drainage

Cardinia Shire Council; City of Melbourne; On-site; AUD 60,000 - 75,000; Full time

Job summary

Cardinia Shire Council is seeking a hands-on Civil Maintenance support officer to bridge residents and the Civil Maintenance team. You’ll ensure transparent service delivery and high-quality customer experiences on roads, footpaths and drainage assets.

Ideal candidates have strong communication, are solution-focused, and can collect accurate field data while supporting emergency responses and small improvement projects.

Qualifications

• Experience in a customer-facing role with calm, solution-focused approach.
• Good communication skills to manage community expectations.
• Ability to collect accurate field data (photos, measurements, notes).

Responsibilities

• Assist customers professionally and empathetically with clear communication.
• Investigate and resolve requests, hazards, and defects in roads, footpaths, and drainage.
• Conduct inspections per Road Management Plan and record field data accurately.
• Support emergency response activities, including after hours when required.
• Understand earth-moving equipment operations and assist small civil projects.

Skills

Customer service

Communication

Field data collection

Office software

Civil infrastructure

Education

Certificate III in civil construction/road transport

Tools

Reflect

Microsoft Office

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

Join a team that plays a vital role in supporting our community and maintaining the safety and performance of our civil infrastructure network. In this hands‑on and community‑focused role, you will be the bridge between residents and our Civil Maintenance team ensuring transparency, high‑quality service, and excellent customer experiences. If you’re passionate about helping people, solving problems, and contributing to safer roads and public spaces, this is an exciting opportunity to make a real and visible impact.

You will make an impact by

• Assisting customers with professionalism, empathy, and clear communication.
• Investigating and resolving requests, hazards, and defects across roads, footpaths, and drainage assets.
• Conducting inspections in line with the Road Management Plan and providingaccurate field data.
• Supporting emergency response activities, including after‑hours attendance whenrequired.
• Understand the operation of earth‑moving equipment and contributing to small civil improvement projects.

What you will bring

• Experience in a customer‑facing role and the ability to stay calm, composed, and solutions‑focused.
• Strong communication skills with the ability to manage expectations and build trust with the community.
• Capability to collectaccurate field data, including photos, measurements and written assessments.
• Proficiency in systems such as Microsoft Office, Reflect, and other Council applications.
• Understanding of civil infrastructure assets, including roads, drainage,footpaths and street furniture.
• A valid Victorian driver’s licence, Construction Induction Card, Level 2 First Aid Certificate, and traffic management accreditation.
• Physical capability to perform manual labour and, ideally, a Certificate III in civil construction/road transport (or related discipline).

Why work with us

• 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.Clickhere.

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.