Internal Only

You must be a current employee of Knox City Council or be engaged via Comensura for 4+ continuous months to apply for this role.
You must discuss this opportunity with your substantive People Leader before submitting your expression of interest.

About the role 

We are currently seeking four (4) enthusiastic and customer-focused individuals to join our Customer Operations team in newly created casual positions. These roles are integral in delivering high-quality, responsive, and professional customer service to the community.

As a Customer Service Officer (CSO), you will act as the first point of contact for customer enquiries across multiple channels, including the Call Centre, Civic Centre Service Counter, and online/email correspondence. Your ability to communicate effectively and resolve issues promptly will contribute to a positive customer experience and uphold the organisation’s reputation.

This is a Band 4 classified role. Remuneration will be $45.04 to $47.98 (depending on experience) (please notes this is inclusive of the 25 % casual loading) plus superannuation in accordance with the Superannuation Guarantee. 

What you will bring to this role  

The key selection criteria for this role are: 

• Deliver excellent customer service in line with the Operational Quality Framework and Council’s performance standards.
• Respond to enquiries via phone, in-person, email, and online platforms; conduct outbound calls when required.
• Build and maintain positive, cooperative relationships with internal stakeholders.
• Resolve customer queries at first contact or escalate appropriately with efficiency.
• Use Council’s knowledge system (1st Point) to access and provide accurate information.
• Log requests and update records using the Customer Response System (Pathway UX).
• Maintain accurate and detailed records of customer interactions and data.
• Collaborate as an engaged and proactive member of the Customer Operations Team.

To apply, please respond to the following questions in your application form:

1. Why you are interested in this opportunity        
2. What skills and qualities will you bring to the role?        
3. What skills would you like to learn/develop during this time?

A resume/cover letter attachment is optional.

For further information on this role please contact Kerry Smithies, Head of Customer Operations, at kerry.smithies@knox.vic.gov.au

A link to the position description can be found in the job listing on our Knox City Council Jobs and Careers page.   

Apply by: 13 May 2025