Are you looking for a rewarding career where you can grow and develop while having the benefit of living in an idyllic North Coast location? Here at Clarence Valley Council, we strive to be a progressive employer that offers a rewarding and flexible work environment. Our vision is to create a community full of opportunity and our workforce is where we start to achieve our community aspirations.

Located in the Northern Rivers of NSW, we cover 10,441 square kilometres with the three major community hubs of Grafton, Yamba and Maclean. We are one of the biggest employers in the Valley and can offer you a rewarding career and a new lifestyle. Our goal is to be the employer of choice in the Valley, creating opportunities for those who live here already and for those who want to move here.

We are in an exciting period of transformation with a focus on employee engagement, satisfaction and delivering exceptional services and facilities for the community.
We strive to lead with openness and courage and want you to be part of that journey.

So come and join the team while enjoying all that Clarence Valley has to offer you and your family.

Learn more about living in the Clarence Valley here.

What you need to know...
• permanent full time - 70 hours per fortnight
• the package: $66,227 to $78,977 plus superannuation per annum
• location: Grafton, NSW
• flexible work options for a healthy work/life balance
• enjoy the benefits of flex time
• access to fitness passport

About the role
Lead with Purpose – Deliver Service that’s Responsive, Respectful, and Reliable

Are you passionate about providing exceptional customer service and supporting a high-performing team? We’re looking for a Senior Customer Experience Officer who can lead by example and help ensure our community receives the quality service they deserve.

In this role, you’ll support and guide our Customer Experience Officers, helping them deliver consistent, high-quality service. You’ll be someone who thrives in a fast-paced environment, enjoys solving problems, and can confidently manage multiple priorities. Your ability to think on your feet, work collaboratively, and maintain a positive attitude will be key to your success.

What you’ll be doing:
• Providing day-to-day support to the Customer Experience team
• Handling escalated enquiries via phone, email, and in person
• Ensuring service standards are met and exceeded
• Contributing to a culture of continuous improvement and teamwork

About you:
• A customer service professional who enjoys working with people
• Confident in managing complex or escalated enquiries
• A team player who brings initiative, flexibility, and forward thinking
• Comfortable working across both our Grafton and Maclean offices

This position is based at our Grafton Office, with the expectation of working across both the Administration Building in Grafton and Maclean. While our Customer Service Centre operates from 8:30am to 4:30pm, we offer some flexibility within the workplace.

To be considered for this position you will need to:
• Address the essential requirements of the role as per position description
• Supply relevant certificates and licences
• Attach a cover letter (2 pages maximum) and an up-to-date resume (5 pages maximum) that clearly details your skills & experience as relevant to this position. You will need to demonstrate how you meet the focus capabilities and how your skills will enable you to achieve the key accountabilities.
• Target questions - answer the target questions - maximum 300 words each question
Q1. Describe a time when you supported a team member in resolving a challenging customer enquiry. What was the situation, how did you assist, and what was the outcome?
Q2. How do you prioritise tasks and manage competing demands in a fast-paced customer service environment? Provide an example that demonstrates your ability to multi-task and stay organised under pressure.
Q3. This role involves working across multiple locations and handling escalated enquiries. How do you ensure consistency in service delivery and maintain a positive customer experience across different channels and teams?

Contact
Tammy Carr, Team Leader Customer Experience on 02 6643 0277

Closing date
Tuesday 14 October 2025 at 11.30 pm (NSW time).

Other important information
This position is located at Council's Grafton Office, with the expectation of working across both the Administration Building in Grafton and Maclean, however, this may change should business needs identify other work locations to be more appropriate to deliver our services in the future.

A probation period applies to this position.

How to apply
All applications must be lodged online via Council's website www.clarence.nsw.gov.au

For further information about the selection process including tips on how to address the selection criteria please refer to the Careers page on the Clarence Valley Council website.

Do you want further information on how to apply under the Capability Framework? Please read our How to apply for a job guide.

Council is an EEO employer and First Nations people are encouraged to apply.

Council also recognises the skills and attributes of veterans and welcomes applications from ex-service personnel.