Casual Customer Service Officer

Reference number: 10647

Closing date: 11pm Sunday, 25 May 2025

• Casual position
• Salary $48.41 per hour plus 11.5% superannuation (inclusive of casual loading)
• Deliver high quality responsive services to customers within a supportive Council team

The Opportunity

Moonee Valley City Council is seeking a dedicated and enthusiastic Customer Service Officer to join our high-performing Customer Service team. In this frontline role, you'll be the first point of contact for the community in providing support, information, and resolution across a wide range of Council services.

As Customer Service Officer, you will work across multiple contact channels including phone, face-to-face, digital and social media, ensuring a consistent, high-quality customer experience. You'll play a vital role in strengthening our customer-focused culture and promoting a positive public image of the Council.

Responsibilities

• Deliver professional and timely responses to customer enquiries, complaints, payments and service requests.
• Provide guidance and support to customers accessing digital services and platforms.
• Ensure accurate documentation and reporting of customer interactions using relevant corporate systems.
• Refer complex enquiries to specialist teams and follow up to ensure timely resolution.
• Participate in team-based planning, continuous improvement and service innovation initiatives.
• Assist in maintaining our internal knowledge base and contributing to effective information management.

About You

• Previous experience working in a high-volume, multi-skilled customer service environment, with a strong commitment to excellence in service delivery.
• Proven ability to engage professionally and empathetically with a diverse range of customers across multiple channels.
• Strong digital literacy, including proficiency in Microsoft Word, Excel, and other Microsoft Office products, with the ability to quickly learn and adapt to Council-specific systems and software.
• Solid numeracy and problem-solving skills, including experience with cash reconciliation processes.
• A calm and solutions-focused approach to managing enquiries and complaints, with excellent attention to detail and follow-through.
• A collaborative mindset and willingness to contribute to team goals, continuous improvement, and innovation in service delivery.

Next Steps
Applications must be submitted through our online system and should be in line with the Moonee Valley City Council Application Guide. Applications that do not meet these requirements may not be considered.

For further information, please view the Position Description or contact Michelle Rowlands, Team Leader Customer Service on (03) 9243 1136.

In line with Council Policy, Council positions require you to be vaccinated against COVID-19. If you are successful in our recruitment and selection process, you will be required to provide evidence of your vaccination status.