Customer Service Officer (Multiple Positions)

About the role

Join Wollongong City Council as a Customer Service Officer and become the front‑line face of a community‑focused service operation. You will work across phone, face‑to‑face and digital channels, helping residents access the information and support they need.

Key responsibilities

• Provide high‑quality service across face‑to‑face, phone, email and digital channels.
• Respond to enquiries accurately, professionally and with empathy, including complex or sensitive matters.
• Resolve customer issues using sound judgement and escalate when required.
• Apply council policies, procedures and systems confidently to deliver consistent outcomes.
• Maintain accurate records and case notes in customer management systems.
• Build positive relationships with customers, colleagues and internal stakeholders.
• Contribute to a safe, inclusive and respectful service environment.
• Support team priorities by managing competing demands and service targets.

Required profile

• Strong communication skills with a customer‑centric attitude.
• Ability to thrive in a fast‑paced, high‑volume environment.
• Demonstrated capability to manage competing demands and meet performance expectations.
• Professionalism, care and integrity when representing the council.

Required skills

What we offer

• Salary starting from $83,518.24 per annum plus superannuation.
• Potential for permanent employment after the fixed‑term contract (up to January 2027).
• Minimum 3.25% salary increase from 1 July 2026 in line with the Council’s Enterprise Agreement.
• Supportive leadership, clear systems and established processes.