Senior Customer Relations Officer

$80,384 - $85,267 pa + Superannuation

(City increase August 2025 to $83,600 to $88,678) salary is dependent on skills and experience

Permanent full time

About us:

The City of Belmont is a Tier 1 council that enables the community to live, work and play in ways that are healthy, efficient, safe and sustainable. The City of Belmont boasts spectacular views of the Swan River, close proximity to the Perth Central Business District, has state of the art facilities at the Belmont Hub, plentiful multipurpose parks and included within its boundaries Perth Airport’s Domestic and International terminals.

The City of Belmont offers employees free onsite parking, there is easy access to public transport, great end of trip facilities, purchased leave, co contribution to superannuation and other great employee benefits.

About the role:

As a Senior Customer Relations Officer, you will play a key role in delivering a high-quality and customer centric front-line service to residents and community members. You will provide timely accurate advice and support on City services and initiatives, helping our community stay informed and empowered.

You will manage customer interactions with professionalism, empathy and efficiency ensuring every engagement reflects our commitment to service excellence and community care.

In addition to frontline duties, you will provide essential and confidential administrative support that helps our division run smoothly and meets operational goals.

Make a real difference in your community.

Join our dedicated team in delivering exceptional service to residents, community members and internal stakeholders. As a Senior Customer Relations Officer, you will:

Provide high-level frontline customer service ensuring enquiries are handled efficiently, professionally and in line with City policies.

Support and supervise customer service staff, including rostering, mentoring and coordinating day-to-day operations across service areas.

Maintain up-to-date information systems and resources to ensure accurate and consistent advice is available to both the public and staff.

Oversee a range of administrative functions, including managing building and planning applications, correspondence, databases, directories and community information packs.

Contribute to communications and engagement initiatives, including brochures, phone messaging, and community directories.

Support continuous improvement by reviewing procedures, enhancing systems and promoting best practice in customer service delivery.

Uphold a safe, inclusive and respectful work environment while ensuring compliance with Occupational Safety and Health standards.

About you:

This is a leadership role that combines frontline service with behind-the-scenes coordination of day-to-day work of customer relations team. Ideal for someone passionate about community service, process improvement and team development.

Experience:

Demonstrated experience in front-line customer service.

Administrative experience, ideally in a technical environment.

Skills and abilities:

Strong interpersonal, negotiation and conflict resolution skills.

Clear and effective communication with diverse individuals and groups.

Well-developed organisational and administrative skills, with the ability to prioritise tasks and meet deadlines accurately.

Able to work both independently and collaboratively in a team.

Effective written communication and research abilities.

Good problem-solving skills; uses initiative and sound judgment.

Capable of supervising staff to meet objectives.

Maintains confidentiality and handles sensitive issues appropriately.

Technical proficiency:

Skilled in Microsoft Office applications (especially Word and Excel).

Familiar with customer relationship management systems.

If this sounds like you and you meet the essential criteria listed in the position description, we welcome our application.

How to apply:

By clicking the ‘apply’ button, you will be directed to the City of Belmont’ employment page, where you can access the position description. Please enter your details, upload your current resume and cover letter. Please complete the questionnaire then submit your application.

Applications close: 5:00pm, Sunday 29 June 2025.

Please note: Applications are considered as they are received, and interviews will be arranged accordingly. The City reserves the right to close adverts early; therefore, an early application is encouraged.

The City of Belmont is an equal opportunity employer dedicated to diversity in the workplace. We provide merit-based employment opportunities to people without regard to race, gender, ethnicity, disability, age, religion or sexual orientation. We encourage applications from an Aboriginal and Torres Strait Islander heritage, people with disabilities, and people from culturally diverse backgrounds to explore the opportunity of a career at the City of Belmont. If you require an additional support or adjustments regarding interview arrangements, please advise in advance.

For more information on eligibility requirements and to apply for this position please visit www.belmont.wa.gov.au. Further assistance with your application is available by phoning 08 9477 7217.