• Enhance customer experiences & resolve issues that matter to City of Casey residents 
• Develop & refine your skills in customer service, problem-solving & collaboration 
• 2 position - one permanent and 6-month Limited tenure full-time position + monthly RDO 
• Band 5: $81,626 - $95,123 per annum + super 

Why Choose City of Casey   

The City of Casey is one of Victoria’s largest, fastest growing and most diverse cities. The Council plans and delivers quality services and infrastructure for the more than 400,000 residents and over 36,000 businesses who call Casey home.  

Our multi-award winning, architecturally designed workplace - located in Bunjil Place in Melbourne's southeast – inspires collaboration and creativity. Bunjil Place reflects and enhances the city’s rich diversity by providing an energetic and cosmopolitan atmosphere through a lively community meeting place. 

Why You’ll Love Working with Us 

At the City of Casey, we know that great people deserve a great workplace. That’s why we offer an environment designed to help you thrive both professionally and personally.   

• True flexibility with hybrid work, compressed hours, RDOs and the option to purchase additional leave, because life comes first. 

• Our Ways of Working (OWOW) - our activity-based model allows you to work in different spaces, locations and with the latest technology. 

• THRIVE Wellbeing Program - access a suite of wellbeing initiatives, learning opportunities and resources to support your mental, physical and emotional wellbeing. 

• 24/7 confidential counselling for you and your immediate family, offering support whenever you need it. 

• Family‑friendly leave options, including 16 weeks paid primary caregiver leave, to support you through life’s biggest moments. 

• Ongoing professional development to help you grow your skills and advance your career. 

• Free Workout Wednesdays, discounted gym memberships and an onsite café - convenience in one place. 

• Enjoy our stunning, architecturally designed workspace, complete with free coffee, a community library and free parking. 

• Be part of a team that truly lives its values: Dream Big, Empower Each Other, Make Our Community Proud. 

• Paid Christmas Shut Down Leave 

• And more https://www.casey.vic.gov.au/benefits-of-working-city-of-casey 

A bit about the role 

As a key advocate for complex customer interactions at the City of Casey, you will enhance the overall customer experience with care, empathy, and professionalism. Your role will involve strengthening customer relationships by addressing their concerns and resolving previously unmet issues, demonstrating our commitment to exceptional service and positive customer interactions. 

You will pinpoint opportunities for enhancement and work closely with internal teams to make improvements, promoting a customer-focused environment that ensures the customer's feedback is valued and their requirements are fulfilled.  By contributing to a responsive, efficient, and customer-focused service delivery model, you will help resolve current issues and proactively prevent future ones. 

Additionally, you will support the Information Management function to ensure that council records and information are efficiently and reliably maintained in accordance with relevant standards and legislation. Your dedication to customer advocacy and support will be essential in creating a positive impact on our community. 

What you’ll deliver 

• Act as the primary contact for City of Casey customer enquiries referred by Councillors and Seniors Leaders ensuring, timely, efficient and professional responses. 

• Manage level 2 customer complaints with empathy, aiming for first call resolution. Develop end-to-end solutions that align with City of Casey policies and meet customer needs. 

• Review and respond to customer feedback from Voice of Customer surveys. Contact customers to discuss their feedback, showing empathy and rebuilding the relationship. Provide personalised solutions to address concerns and improve satisfaction. 

• Coordinate solutions for multiple issues in a single interaction, involving various service areas. Liaise with City of Casey service areas to gather information for responding to case management requests. Serve as a link between customers and service areas to ensure comprehensive resolution of requests. 

 What you’ll bring 

• Demonstrated experience with end-to-end management of both customer requests and complaints 

• Demonstrated ability to handle customer complaints effectively, consistently de-escalating situations and achieving successful resolutions   

• Politically astute with the ability to navigate complex political environments within local government and effectively engage with community stakeholders, council members, and other key stakeholders to achieve case management goals. 

• Strong written, verbal, and active listening skills. Experience documenting interactions with high levels of accuracy with the ability to adapt style and approach to meet customer and stakeholder needs. 

• Exceptional problem-solving and critical thinking skills, with the ability to identify issues, analyse information, and develop effective customer outcomes that address the root cause of problems, while assessing situations from multiple perspectives to formulate well-reasoned decisions. 

• Willingness to undergo pre-employment background checks including National Criminal History Check, Working with Children Check and Eligibility to Work check. 

• A curious, collaborative, and inclusive community mindset. 

How to Apply 

If you’re passionate about making a difference and want to be part of a forward-thinking team, we’d love to hear from you! 

Apply online by submitting your cover letter and resume. No need to address selection criteria. Applicants are asked to specify in their cover letter whether they are applying for the permanent or limited tenure role.

To find out more about the role, please contact Kellie Ferris, Coordinator Case Management on 9709 9278 and kferris@casey.vic.gov.au  

Applications will be accepted until 11.55pm on Sunday 19th April 2026. 

Please note: Applications are only accepted via our online portal. 

Our Commitment to Diversity & Inclusion  

The City of Casey is proud to be an inclusive, child-safe, and equal opportunity employer. 

We welcome applications from people of all ages, genders, cultures, backgrounds, and abilities, including those with a disability, Aboriginal and Torres Strait Islanders, LGBTIQA+ communities, multicultural communities, and refugee or migrant backgrounds. 

We are committed to providing a diverse, safe, and inclusive environment where everyone can grow and succeed. We promote gender equity and actively address barriers to employment, ensuring participation without discrimination and supporting workplace adjustments. 

For any reasonable adjustments or access needs during the application or interview process, please contact the Talent Team at 9709 9633 or Talent@casey.vic.gov.au. 

We are a 2024 Circle Back Initiative Employer – we commit to respond to every applicant.   

Please note: Unsolicited emails or approaches from recruitment agencies will not be accepted   

The City of Casey reserves the right not to make any appointments for this position. 
 
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