- Permanent Part Time – 4 days a week
- $77,056 – $82,206 pa/pro rata (plus 12% super and annual pay increases)
- Flexible working arrangements available
Who we are
At Surf Coast Shire Council, we care about our people and our community, and we exist to support both to thrive. Spanning the Traditional Lands of the Wadawurrung People and the Gulidjan and Gadabanud Peoples of the Eastern Maar Nation, our community experience a sought-after quality of life – And when you work with Council, you are helping our community and environment to thrive.
We empower our people to do their best and be proud of their achievements. We have a commitment to growth and development and our employees enjoy a contemporary working environment.
Our people play vital roles in creating an innovative, safe, respectful, and supportive workplace, living our values, and delivering exceptional services to our community.
We work together, we see opportunity, we do what we say, and we make a difference.
Your new career
Be part of the team that creates great first impressions and lasting connections with our community.
As a Customer Service Officer you'll be the first point of contact for our community, assisting customers over the phone and face to face in our busy Torquay Civic Office to access the services and information they need. Every day brings something different as you respond to enquiries across phone, and face-to-face channels, solve problems and connect customers with the right people. Working collaboratively across Council, you'll play an important role in delivering responsive, professional service that makes a real difference to our community.
What you will bring to the role
You are someone who enjoys helping people and thrives on delivering exceptional customer experiences. You're approachable, positive and solutions-focused, with the ability to build rapport quickly and confidently navigate a variety of enquiries.
To thrive in this role you will have:
- A genuine passion for helping people and delivering outstanding customer service.
- Strong communication skills and the confidence to adapt to a diverse range of customer needs.
- Excellent organisational skills, attention to detail and the ability to manage competing priorities in a fast-paced environment.
- Strong computer literacy with the ability to efficiently use multiple systems and applications simultaneously while assisting customers.
You enjoy working as part of a supportive team, embrace new technology and take pride in getting the details right.
Key selection criteria
Mandatory qualifications, experience and requirements
- Minimum three years demonstrated experience within a customer service/contact centre environment.
- Experience within a complex customer service environment, including use of computerised cash receipting systems and cash handling.
- Demonstrated ability to utilise a number of Windows based software packages including Microsoft Office.
- A strong cultural fit with the Surf Coast Shire Council’s Purpose, Direction and Approach.
- Experience in a Local Government environment (desired).
- Demonstrated experience using Customer Request Management (CRM) systems, Live Chat and Cloud based telephone platforms.
- Certificate III or IV in Customer Service/Business/Government would be an advantage
- A current Working With Children Check
- You have the permanent right to live and work in Australia
- Police Check results that are suitable for this position (will be arranged by Surf Coast Shire Council).
A complete international criminal history check is required if the person has worked or lived overseas for any period of time OR a complete national criminal history check is required if the person has only ever worked in Australia.
What you’ll love working with us
Council embraces diversity and social inclusion and encourages applications from skilled people from all walks of life.
We recognise that our employees play a vital role in creating an innovative, safe, respectful and supportive workplace, living our values and delivering exceptional services to our thriving community. Council is committed to providing a workplace culture of equity, inclusion and diversity that eliminates all forms of discrimination, harassment and bullying.
There are numerous social activities throughout the year available as well as the benefits of:
- Flexible working arrangements
- Employee Assistance Program and award-winning staff wellbeing program
- Career development and learning opportunities, we help our people grow
- Purchase of additional annual leave
- Free onsite parking
- Leave loading.
For more information
You’ll find further details about the role, including accountabilities and key selection criteria, in the Position Description on our website – [Position Description PDF]
If you believe you have the knowledge, skills and experience to fulfil this role and would like further information, please contact Nikita Connell, Customer Service Team Leader on 5261 0600.
How to apply
Applications are to be in Word or PDF format and should include a:
- A cover letter outlining your suitability and interest in the position.
- A separate document responding to each of the Key Selection Criteria - please do not include your Key Selection Criteria responses within your cover letter.
- A current resume.
Please note that only applications with a statement addressing the key selection criteria will be considered for this position.
Simply complete the application process and we'll be in touch with you shortly regarding your application.
Applications close at 11.59pm Sunday 19 July 2026.
Surf Coast Shire Council is an equal opportunity and child safe employer.
