Job Task Analysis - Customer Channels

• If you love being part of a fun and hardworking team who make a difference every day, we'd love to hear from you?
• Convenient location near public transport with free onsite parking.
• Permanent full-time opportunity
• Band 4 $74,303 - $79,054 per annum (dependent on experience) plus superannuation (pay rates effective from 1 July 2025)

About Us

Council’s Customer Channels Team is the first point of call for Kingston residents who require support or information regarding the broad scope of services provided by Council. The Customer Channels Team acts as a conduit between our customers and Council services, supporting the provision of information and services at the first point of contact.

The Role 

We have a great opportunity for a Customer Service Officer to provide a positive customer experience to Kingston residents through face-to-face, telephone, mail, and online channels. We are seeking a Customer Service Officer to join the Customer Channels team. Reporting to the Team Leader Customer Channels, the successful candidate will: 

• Provide accurate and timely advice in response to a broad range of customer enquiries across multiple channels including customer service counters, concierge, telephone, email and online.
• Undertake cashiering and administrative tasks in compliance with relevant policies and procedures
• Ensure customer requests for assistance/information are logged onto Council’s Corporate Customer Request System,
• Educate community on existing and new service delivery systems, council services and products in order to maximise the value of the services to the community.

You will be rostered to work between the hours of 8:00am and 5:30pm, Monday – Friday. You will be based at 1230 Nepean Highway in Cheltenham in our purpose-built call centre, which is close to public transport with access to a hybrid working environment.

About You

The successful candidate will have:

• a professional and courteous approach, displaying genuine care and empathy
• solid customer service experience, preferably in a multi-channel contact centre environment
• a positive and proactive attitude with the ability quickly to pick up new information and follow established procedures. 

How to Apply

If you are interested in this opportunity, please submit your resume and a cover letter outlining your experience and how it relates to the role. To apply, please click the ‘Apply’ button. All applications must be submitted online through our careers portal.  We look forward to hearing from you!

For any inquiries about the position, please contact Kristie Pozydajew, Team Leader Customer Channels on 1300 653 356.

To be eligible to apply for this position you must have an appropriate Australian or New Zealand work visa.

For any reasonable adjustments or access needs during the application or interview process, please contact the Hiring Manager or email us at peopleandculture@kingston.vic.gov.au

About Kingston 

Kingston Council’s collective focus is on delivering exceptional service that achieves our vision and meets community expectations.

We are an inclusive, resilient community with a thriving economy, where we all share a safe, sustainable environment. The City of Kingston is south-east of Melbourne and is approximately 20km from Melbourne's CBD. We employ over 1,600 people in a diverse range of roles including engineering, customer service, administration, finance, family, youth and children's services, sport and recreation, health, parks and gardens, planning, arts and management.

Why Work for Kingston? 

At Kingston Council, we believe in fostering an inclusive workplace where everyone feels valued. We support diversity and encourage applications from persons of all backgrounds. Here are some reasons why you might love working with us: 

• Learning and development opportunities through professional development programs
• Access to accrued day off every four weeks (Full time employees only)
• Salary Packaging
• Purchase leave options
• Career development opportunities,
• Study/development assistance
• Discounted gym memberships
• 16 weeks paid parental leave for both primary and partner carers
• Employee Assistance Programs (EAP)
• Social club events
• For further information visit our website Join our team - City of Kingston

Kingston City Council is an equal opportunity employer, committed to reconciliation and being a child safe organisation.

We are dedicated to attracting, retaining, and developing people of all genders, ethnicities, sexual orientations, abilities, and ages.

Applications are encouraged from all sectors of the community, and we strongly encourage applications from the Aboriginal and/or Torres Strait Islander community. We support adjustments throughout the recruitment and selection process, as well as during employment.