About the role

Do you thrive in a fast-paced environment and enjoy engaging with a diverse range of stakeholders?

As a Customer Service Officer, you will play a vital role in delivering professional, friendly and courteous customer service to a broad range of internal and external customers, and advise on all facets of Council services and operations.

Reporting to the Team Leader Customer Experience, this is a permanent full-time position in a thriving local council – we believe in fostering an inclusive and collaborative work environment where your customer service commitment and expertise will be appreciated and rewarded!

What you’ll be doing:

• Act as a single point of contact for residents and rate payers of the City
• Effectively manage enquiries, service requests, bookings and complaints from community members through various channels, including phone, email, and in-person
• Resolve customer complaints and concerns efficiently and professionally, ensuring a positive experience for all
• Provide accurate and timely information regarding City services, programs, and policies
• Accurately maintain records of customer interactions and transactions, including applications, requests and complaints
• Make outbound calls and follow-up with customers on the status of enquires requests and complaints
• Identify opportunities to improve service delivery and suggest process enhancements

How you will thrive in this role:

• Well-developed customer service and/or contact centre experience, and exceptional written and verbal communication skills
• Demonstrated ability to provide a professional, friendly and courteous level of customer service through all communication channels, including over the phone, front-counter and online
• Ability to confidently deal with challenging customers over the phone, whilst ensuring tact, confidentiality, and discretion
• Advanced computer skills including using Customer Request Management systems
• Experience working within Local Government in a similar role will be highly regarded!

Why you will love working at the City!

• A full-time permanent position in a welcoming and thriving local council! Working Monday – Friday, 8am – 5pm
• Work-life balance with a standard monthly rostered day off or ability to access a 9-Day fortnight
• $74,557.70 - $76,771.33 per annum + super
• 17.5% paid Annual Leave Loading for when you take annual leave
• We match super contributions to help you save for your future
• Discounted health insurance, free flu vaccinations, skins checks and other well-being events
• Free confidential Employee Assistance Program for personal and professional support
• Membership to Cannington and Riverton Leisureplexes (gym, aquatics, sauna, group fitness).

Impact the Community in a Big Way

The City of Canning aims to be a welcoming and thriving city, giving our people an opportunity to thrive through work that truly makes a difference! With a population of around 100,000 over 64 square km of land, we provide services to support and develop our community every day. We believe that engaging people with diverse backgrounds and all abilities will assist in delivering superior services to our community and are committed to the principles of equal opportunity for all.

Canning welcomes you to apply!

To view the position description and complete an application including your Resume and Cover Letter (PDF format preferred) visit www.canning.wa.gov.au/jobs, select the position and click “APPLY”. You may also contact Megan Burns on 08 9231 0536 for a confidential discussion.

Applications are open until 5pm Sunday 30 March 2025. We reserve the right to contact applicants and close the advertising period early.

Recruitment Agencies – Please Note: We respectfully request that recruitment agencies do not contact us regarding this opportunity. We are managing this recruitment process directly and will not be accepting agency referrals.