Job Task Analysis - Customer Channels.PDF

• Full time
• Hybrid work options available for role (average 2 days working from home once probation period ends)
• $76,383.91- $81,228.08 per annum plus superannuation (dependent on experience)
• Cheltenham office location

Be the voice of Kingston – where every conversation makes a difference for our community.

About the team

The Customer Experience and Corporate Performance team sits at the heart of how Kingston Council connects with its community. This is a close-knit, service focused team that takes pride in resolving issues efficiently and treating every resident interaction with care and respect. You will work alongside colleagues who are committed to improving the way Council delivers services, supported by leaders who value your input and invest in your growth.

About the role

As a Customer Service Officer within the Customer Experience and Corporate Performance team, you will be the first point of contact for residents and community members reaching out to Kingston Council. Based at our Cheltenham office, you will play a genuine role in shaping how the community experiences their local council — every interaction matters.

• Respond to a broad range of customer enquiries across phone, in-person, and digital channels in a timely and accurate manner
• Assess customer needs and connect residents with the right services, teams, or information
• Accurately log, process, and follow up service requests using Council's customer management systems
• Contribute to continuous improvement by identifying recurring issues and sharing feedback with the broader team

About You

• Demonstrated experience in a customer-facing service role
• Clear and confident communication skills, both verbal and written
• Ability to manage competing priorities while maintaining attention to detail
• Comfortable navigating digital systems and databases to record and retrieve information
• A collaborative approach and willingness to support team goals

The right candidate will be able to demonstrate the City of Kingston’s values of

We make a difference ǀ We show care and respect ǀ We take pride in our work ǀ We are better together

Don’t meet every single requirement for this role? At Kingston Council, we recognise that different experiences make for great community outcomes. If you are excited about this role, but your experience doesn’t perfectly align to the criteria we encourage you to submit your application.

How to Apply

To learn more about this role, please view the full Position Description on our Careers website

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. In your cover letter, please address the following key selection criteria:
1. Your experience delivering customer service across multiple channels

2. Your ability to manage competing priorities while maintaining accuracy and attention to detail

3. Your ability to work collaboratively within a team to achieve shared outcomes

To apply, please click the ‘Apply’ button.

All applications must be submitted online through our careers portal.  Please note that we do not accept applications or inquiries from recruitment agencies

Enquiries:

For any enquiries about the position, please contact, Ihaia Abbott, Coordinator Customer Channels at Ihaia.Abbott@Kingston.vic.gov.au

To be considered for this role, applicants must have the legal right to work in Australia.

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 you’ll love working for us?

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: 

• Flexible Work Options, including remote and work flexible work hours
• Yearly annual leave loading payment of 17.5% of base salary (excludes casual staff, sessional staff and Senior Officers)
• 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
• Close to Public transport
• Free Onsite parking

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.