Customer Relations Officer
The City of Melville is seeking enthusiastic, customer-focused professionals to join our Customer Relations team on a casual basis. This is an exciting opportunity to make a positive impact within the community by delivering exceptional customer service and support across a range of communication channels.
Location: City of Melville Civic Centre
Salary: Level 3/4 $47.27 to $59.33 per hour + 12% Super
Employment Type: Casual
What You’ll Be Doing
Reporting to the Customer Relations Team Leader, you will provide high-quality customer service through phone, email, online platforms and face-to-face interactions. You will work collaboratively across the organisation to support customer needs while ensuring compliance with policies, procedures and service standards.
Key Responsibilities
- Deliver professional, accurate and efficient customer service across multiple communication channels.
- Respond to a broad range of routine, complex and sensitive customer enquiries.
- Identify customer needs, manage expectations and provide timely, effective solutions.
- Build and maintain positive relationships with customers and stakeholders.
- Accurately record and manage customer information within the City's Customer Relationship Management (CRM) systems.
- Contribute to the development and maintenance of systems, policies and procedures.
- Apply established policies and practices to achieve positive customer outcomes.
- Promote and support a strong Safety, Environment, Health and Quality culture.
- Participate in continuous improvement initiatives, quality assurance activities and audit programs.
- Work collaboratively with cross-functional teams to meet customer and organisational objectives.
What We’re Looking For
To be successful in this role, you will possess:
- Experience working in a high-volume customer service, contact centre or customer-facing environment.
- Demonstrated experience providing customer service via phone, email, online and face-to-face channels.
- Strong communication and interpersonal skills, with the ability to build rapport and respond effectively to diverse customer needs.
- Experience resolving complex customer enquiries, including conflict resolution and de-escalation.
- Excellent problem-solving and analytical skills.
- Proven ability to accurately collect, record and manage customer information.
- Working knowledge of customer relationship management and knowledge management systems.
- Strong organisational skills with the ability to multitask, prioritise and work effectively in a fast-paced environment.
- High attention to detail and accuracy.
- Sound digital literacy skills, including proficiency in Microsoft Office applications.
How to Apply
Apply online via the Apply button and provide a comprehensive resume and cover letter (no more than 2 pages) demonstrating fulfilment of essential requirements outlined in the Position Description attached.
Closing Date: Friday, 10 July 2026, 11.59PM AWST.
For further information about this position, please contact: Syed Abdul, Coordinator Customer Relations on 08 9364 0389
If you are interested in this exciting opportunity, we strongly advise you apply as soon as possible as the City reserves the right to close this advertisement before the closing date.
Why The City of Melville?
We are a welcoming and diverse community that enjoys a blend of retail and business precincts and an abundance of open spaces in a unique, natural landscape, along the shores of the beautiful Swan and Canning Rivers.
We are proud to be recognised as an Inclusive Employer 2024-2025 – a prestigious award that benchmarks workplace inclusion across various diversity areas. This recognition is the only one of its kind in Australia and highlights our commitment to fostering a workplace where diversity is celebrated, and inclusion thrives. In everything we do, we focus on our EPIC values of Excellence, Participation, Integrity and Caring and we aim to achieve an inclusive, vibrant, and sustainable future.
Why Belong?
Elevate your work experience with the City of Melville’s benefits!
- Enjoy annual salary increases of 4%, effective each year from 1 July 2025 to 1 July 2027
- Enjoy flexible working arrangements that help balance work and life
- Stay active with a free LeisureFit membership
- Save time and money with free on-site parking
- Celebrate your special day with Birthday Leave – no work on your big day!
- Access paid parental leave to support your family
- Take more time to recharge with 2 extra days of leave plus the option to purchase additional leave (up to 10 weeks off per year)
- Benefit from a generous superannuation co-contribution of up to 15.5%
- Maximise your pay with salary packaging and novated leasing options
- Grow your career with structured professional development and study assistance programs
- Look after your wellbeing with wellness initiatives and Employee Assistance Programs
- Connect outside of work with a vibrant social club
The City of Melville celebrates diversity, inclusion, and belonging. We welcome and strongly encourage applications from individuals of all backgrounds, including but not limited to Aboriginal and Torres Strait Islander peoples, people from culturally diverse backgrounds, and people living with disabilities.
All candidates applying for a position where the use of ‘plant and machinery’ or driving a vehicle is an inherent requirement of the role and other ‘high risk’ facilities where public safety is at risk, will be required to pass a drug and alcohol test as part of a pre-employment medical.
We appreciate the interest from Recruitment Agencies in collaborating with us, however, at this time, the City of Melville is managing the recruitment process for this role. Please refrain from submitting candidate profiles to our team. Rest assured, should the need for external assistance arise in the future, we will not hesitate to reach out to recruitment agencies.
