Weekday Customer Service Advisor – Office-Based

Lake Macquarie City Council; Newcastle-Maitland; On-site; AUD 79,000 - 92,000; Full time

Benefits offered by this job

12% superannuation

Initial temporary 6-month contract

Full-time 35 hours per week

Office-based, Monday to Friday

Learning and development opportunities

Wellbeing initiatives (gym discounts,E

EAP support

Job summary

Lake Macquarie City Council is seeking a Customer Service Officer to be the first point of contact for residents, handling inbound calls and email inquiries. The role is office-based, full-time 35 hours per week, with option for a part-time arrangement that fits school hours, Monday to Friday.

You will develop knowledge of council services, resolve issues efficiently, and contribute to improving service delivery while working in a supportive team environment.

Qualifications

• Typing speed 45 wpm with 95% accuracy.
• Strong computer skills across standard business apps (MS Office, Outlook, Teams).
• Experience in customer service in call centre, admin, retail or similar; Certificate III or higher.

Responsibilities

• Handle inbound customer calls and provide clear, accurate advice.
• Resolve enquiries by asking effective questions and using problem-solving skills.
• Record customer information and service requests accurately in council systems.
• Work within a structured Customer Service Centre team and stay updated on council processes.
• Build knowledge of council services and contribute to continuous improvement.
• Foster relationships with internal teams and stakeholders.

Skills

Typing 45 wpm

Microsoft Office

Customer service experience

Strong communication

Problem solving

Adaptability

Education

Certificate III+

Tools

Outlook

Teams

Telephony tools

Job description

Lake Macquarie City Council is seeking a Customer Service Officer to be the first point of contact for residents, handling inbound calls and email inquiries. The role is office-based, full-time 35 hours per week, with option for a part-time arrangement that fits school hours, Monday to Friday.

You will develop knowledge of council services, resolve issues efficiently, and contribute to improving service delivery while working in a supportive team environment.