Customer Service Officer - Sarina

Mackay Regional Council is on the lookout for a vibrant and motivated Customer Service Officer to join our Corporate Services team in beautiful Sarina. If you love helping people, thrive in a fast-paced environment, and enjoy solving problems with a smile, this could be your perfect next step!

This is a fixed-term contract until 31 December 2026.

Workdays and hours are Monday, Thursday and Friday, 08:30am - 4:15pm.

As a Customer Service Officer, you will be responsible for undertaking a range of operational, administrative and customer experience functions in alignment with the Customer Experience Strategy and Council Policies and Procedures.

Key Responsibilities:

• Provide prompt, accurate, and friendly support to customers across all contact channels, addressing a wide range of enquiries and needs.
• Apply Council policies, procedures, and guidelines to resolve customer requests and ensure compliance.
• Handle payments and receipts with accuracy, including daily cash balancing and assisting with bank deposits and postal transactions.
• Process applications and requests for Council services, ensuring all necessary actions are initiated efficiently.
• Issue Council products and manage related documentation.
• Register, track, and retrieve correspondence using the electronic document management system.
• Perform a variety of administrative tasks, such as hall bookings, report preparation, and data collection, while supporting continuous improvement and first-contact resolution.
• Work collaboratively within the team, assisting colleagues, sharing knowledge, and contributing to a flexible, multi-skilled environment.
• Carry out other duties as directed by your supervisor, within the scope of the position.

Qualifications

Essential

• Qualifications in Business, Business Administration or related field
• Diploma (preferred); or
• Lesser formal qualifications combined with relevant experience; or
• Attained, through previous appointments, service and/or study, an equivalent level of expertise and experience to undertake the range of activities required.

Experience

Essential

• Experience within a customer service environment, including the ability to provide a high level of personalised customer service, and previous cash handling.

Skills

Essential

• Strong verbal and written communication skills, including the ability to resolve conflicts and handle sensitive matters with tact, discretion, and integrity.
• Team player with a flexible approach to changing priorities, while also able to work independently when needed.
• Proficient in using a variety of business and information management systems (e.g., word processing, spreadsheets, databases, records, financial systems, and digital communication tools).
• Adaptable to changing work environments, maintaining a positive attitude and a focus on continuous improvement.
• Well-developed planning, organisational, and problem-solving abilities, with sound judgement.
• Capable of assisting across a range of functions, including interpreting situations where established procedures may not exist.
• Able to provide high-level secretarial and administrative support, demonstrating initiative, confidentiality, and the ability to draft standard correspondence under general direction.
• General filing and administrative skills.

Why Join Us?

• Hourly rate of $43.72.
• Up to 18% superannuation (conditions apply).
• Choice of 4 or 5 weeks' annual leave with 17.5% leave loading.
• 9-day fortnight roster.
• May be eligible for salary sacrificing options.
• Membership to lifestyle benefits program including corporate discounts.
• Study and assistance programs for career development.
• Learning and career development opportunities.
• Employee Assistance Program.
• Employee health and wellbeing initiatives.
• Active Social Clubs.

If you are ready to bring your energy, enthusiasm and deliver outstanding service-we encourage you to apply with your resume and cover letter today!

Don't delay as applications may close earlier than expected.

***Important information for applicants:

To be considered for this position, all candidates must have the appropriate working rights for Australia, Please visit Mackay Regional Council - Careers at council webpage regarding International Applicant criteria. Your Australian work rights will be verified during the recruitment process.

Applicants who progress beyond the interview stage will be required to undergo a pre-employment process, which includes comprehensive Pre-Employment Medical Assessments (inclusive of Drug and Alcohol testing).

We are an Equal Employment Opportunity (EEO) employer, where all applicants are treated fairly and respectfully and have equal access to all available opportunities. At Mackay Regional Council, diversity is about creating a respectful and inclusive workplace that recognises our employees' unique contributions and perspectives, working together to deliver extraordinary results.