Senior Customer Experience Lead (Remote)

Moira Shire Council; Greater Shepparton; On-site; AUD 60,000 - 80,000; Full time

Benefits offered by this job

Above Award pay rates

Work From Home option

Training opportunities

Wellness initiatives

Generous parental leave

Job summary

Moira Shire Council is seeking a Customer Experience Officer to deliver high-quality service across our regional community along the Murray River. You will support our Customer Experience Team, handle inquiries in person, by phone or email, and assist with rosters and knowledge base maintenance.

The role emphasizes first contact resolution, accurate data capture, and timely information sharing to uphold council service standards.

Qualifications

• High level customer service skills and experience.
• Cash handling experience including receipting and reconciliation.
• Strong oral and written communication skills.
• Ability to use initiative in resolving problems and capacity to display sound judgement.
• Proven time-management skills, including the ability to plan and prioritise work.

Responsibilities

• Provide first point of contact for customer enquiries at service counters, phone, or email.
• Lodge and track real-time customer requests and provide progress updates.
• Maintain staff rosters to ensure coverage for Customer Experience Team activities.
• Assist in preparing statistics and KPI reporting.
• Support the Coordinator to promote a customer-focused culture and adherence to service standards.

Skills

Customer service

Cash handling

Communication

Problem solving

Time management

Tools

Microsoft Office

CRM software

Job description

Moira Shire Council is seeking a Customer Experience Officer to deliver high-quality service across our regional community along the Murray River. You will support our Customer Experience Team, handle inquiries in person, by phone or email, and assist with rosters and knowledge base maintenance.

The role emphasizes first contact resolution, accurate data capture, and timely information sharing to uphold council service standards.