Customer Service Officer – Frontline Council Role

About the role

The Customer Service Officer will join Hume City Council’s Customer & Strategy team, providing front‑line support across phone, face‑to‑face and digital channels. This Expression of Interest will feed a pool of candidates for upcoming positions within the council’s contact centres.

Key responsibilities

• Deliver omni‑channel customer service via phone, in‑person and online platforms, rotating across council contact centres.
• Manage complaints, enquiries and requests efficiently, providing accurate and courteous information.
• Apply analytical questioning, negotiation and conflict‑management to resolve interactions.
• Collaborate with team members to share workload and achieve positive outcomes.
• Build relationships with other council business units to support customer needs.
• Provide culturally appropriate assistance to diverse community members, upholding social justice and inclusion.

Required profile

• Commitment to high‑quality customer service and follow‑through on enquiries.
• Flexibility, resilience and adaptability to task rotation and varying work hours.
• Strong time‑management, planning and organisational abilities.
• Customer‑focused attitude with the ability to tailor interactions.

Required skills

• Accurate data‑entry and intermediate computer proficiency.
• Experience using a customer request management system, databases and network tools.
• Understanding of cashiering processes for financial reconciliation.

What we offer

• Salary of $77,133 per annum (pro‑rata) plus superannuation.