Customer Experience Officer (12‑month contract)

About the role

We are seeking a motivated Customer Experience Officer to join Lane Cove Council on a 12‑month contract. In this role you will deliver exceptional service by listening to customers, responding promptly and courteously, and acting as the main liaison between the public and other council divisions to promote customer‑centric solutions.

Key responsibilities

• Provide face‑to‑face and telephone assistance, ensuring each interaction meets high service standards.
• Serve as the primary point of contact between customers and internal council departments.
• Identify and communicate customer needs to drive improvements in council processes and services.
• Maintain accurate records of enquiries and resolutions using digital systems.

Required profile

• Proven experience delivering excellent customer service in a face‑to‑face or call‑centre environment.
• Ability to collaborate with diverse stakeholders to foster a customer‑focused culture.
• Strong interpersonal skills, including written and verbal communication, dispute resolution and problem‑solving.
• Comfortable using digital technology to support service delivery.

Required skills

What we offer

• Annual performance reviews and clear salary progression.
• Employee wellness program and discounted gym memberships.
• Convenient location close to shops, cafés and the Lane Cove aquatic centre.