- Permanent full-time opportunity with Darebin City Council.
- Work across multiple customer channels including phone, digital and face-to-face interactions.
- Join a collaborative team delivering essential services to a diverse and vibrant community.
Important: Multiple positions available. These are permanent full-time opportunities only. Applicants must be available to work full-time hours to be considered for the role.
- Permanent full-time opportunity with Darebin City Council.
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Work across multiple customer channels including phone, digital and face-to-face interactions.
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Join a collaborative team delivering essential services to a diverse and vibrant community.
Make a difference every day by helping Darebin residents access services and resolve enquiries in a fast-paced customer service environment.
About the role:
As a Customer Service Officer, you will play a key role in delivering high-quality customer service to the Darebin community across phone, digital and face-to-face channels. Operating within a high-volume contact centre environment, the role is responsible for managing a broad range of enquiries, processing customer requests and transactions, and ensuring residents can access Council services efficiently and effectively.
You will:
- Respond to customer enquiries across multiple channels, providing accurate information and timely resolutions.
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Process applications, payments, service requests and customer transactions accurately and efficiently.
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Deliver a positive and consistent customer experience while meeting quality and service standards.
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Maintain accurate customer records and utilise Council systems to support effective service delivery.
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Resolve enquiries at first contact wherever possible and appropriately refer or escalate complex matters when required.
About you:
You are an experienced customer service professional who thrives in a fast-paced environment and is passionate about helping people. You bring excellent communication skills, resilience, and a solutions-focused approach to every customer interaction.
- Demonstrated experience in a contact centre-based customer service role within a complex, high-volume environment.
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Strong written and verbal communication skills with the ability to engage effectively with diverse community members.
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Demonstrated experience managing highly sensitive and complex customer interactions with empathy, resilience and professionalism, while maintaining a strong focus on achieving positive customer outcomes.
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Proficiency using customer service systems, contact centre technology and Microsoft Office applications.
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Ability to manage competing priorities, work under pressure, adapt to change and maintain high service standards.
Why Darebin?
Darebin City Council is committed to equity, diversity and inclusion. We proudly serve one of the most diverse communities in Victoria, and we know that a diverse workforce strengthens our ability to deliver meaningful outcomes.
We offer:
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A supportive team environment
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Opportunities for professional development and career growth
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A workplace that values collaboration, integrity, respect and creativity
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The chance to make a real difference
We're building Darebin's future - and we're looking for great people to join us.
As part of our organisational redesign, we're introducing new roles that support Darebin's future focus and priorities.
How to Apply
To apply, please submit your application including a Cover Letter and Resume. If you wish to address the Key Selection Criteria in the Position Description, you may do so in your cover letter.
Applications close on 21 July 2026 at 11:30pm. Applications will be reviewed during the advertising period so if you’re interested in this opportunity, we encourage you to get your application in as early as possible.
For a confidential discussion about the role and the opportunity, contact for a confidential discussion about the role and the opportunity, contact either Vicki or Karla on 03 8470 8844.
Should you need reasonable adjustments to our recruitment process to support your accessibility needs, please get in contact with us and advise how we can best support you.
Pre-employment Checks
Darebin is committed to providing a safe working environment that embraces and values child safety, and thorough ‘Safety Screening’ processes apply.
To work at Darebin City Council, you will be required to supply proof of work rights, a Victorian Employee Working with Children Check and comply with Child Safety standards.
All employees are required to undertake an Australian Criminal History Check and may be required to complete a Functional Health Assessment.