Systems and Administration Officer

Careers at Council; Blacktown; On-site; AUD 88,000 - 96,000; Full time

Benefits offered by this job

Flexitime

12% superannuation

Competitive leave entitlements

Ongoing training and development

Fitness Passport

Social clubs

Wellbeing programs

Job summary

Blacktown City Council is seeking a Systems and Administration Officer to lead the customer enquiries team across phone, email and online channels. You will guide staff, improve processes and ensure timely, accurate assistance to residents.

You will monitor KPIs, maintain records and databases, oversee rosters and timesheets, and handle complex enquiries in collaboration with operational teams to resolve issues efficiently.

Qualifications

• Experienced customer service professional with leadership experience.
• Ability to coach staff and identify training needs.
• Proven ability to maintain service standards and monitor KPIs.

Responsibilities

• Lead the support team handling customer enquiries by phone, email and online.
• Coach staff, identify training needs and maintain service standards.
• Monitor KPIs, maintain records and databases, and oversee rosters and timesheets.
• Manage after-hours call out service and respond to complex enquiries and complaints.
• Collaborate with operational teams to resolve issues efficiently.

Skills

People leadership

Customer service

Coaching staff

Process improvement

Team management

KPI monitoring

Record keeping

Communication

Job description

Lead with purpose. Shape progress for a growing city.

Leadership at Blacktown City means helping essential services run smoothly for residents every day. As Systems and Administration Officer, you lead the support team that keeps Community Law Enforcement and Waste services connected to the people who rely on them. You provide guidance, improve processes and make sure customers receive accurate and timely assistance.

You lead and support a team managing customer enquiries by phone, email and online. You coach staff, identify training needs and maintain service standards across the team. You monitor KPIs, maintain records and databases, update procedures and oversee administrative functions including rosters, timesheets and the after hours call out service. You also respond to complex enquiries and complaints, working closely with operational teams to ensure issues are resolved efficiently.

Your work helps residents access waste and community law enforcement services with confidence. By maintaining accurate systems, improving procedures and supporting staff performance, you help deliver faster responses, consistent service and informed decision making. The quality of your leadership directly supports cleaner neighbourhoods, safer communities and a positive experience for customers.

Enjoy stable local government employment, flexible work practices and opportunities to grow your career. You join a supportive team that values customer service, continuous improvement and practical outcomes for the community.

This role suits an experienced customer service professional who enjoys leading people, solving problems and improving how work gets done. You stay organised, communicate clearly and manage competing priorities while maintaining a high standard of service.

At Blacktown City Council, good people make great teams, and great teams build great cities. Here, you will find the stability and support to keep growing, along with:

• a secure, permanent, full-time role with one of Australia's largest councils
• an entry level salary commencing at $1,690.22 per week
• access to Council's flextime arrangement
• 12% superannuation and competitive leave entitlements
• ongoing training and development support
• access to Fitness Passport, social clubs and wellbeing programs.

Our commitment to safety

Blacktown City Council is committed to safety. We have introduced alcohol and other drug testing at the pre-employment phase, and via a series of random and cause testing.

We are a child safe organisation that supports and promotes the safety, wellbeing and empowerment of children.

Contact officer: Valerie Low on 9839 6456