Customer Service Officers - Multiple Positions
At Wollongong City Council, we continuously strive to create an Extraordinary Wollongong for our community. We focus on the delivery of exceptional services, infrastructure and facilities for our community. Our aim is to work toward the community's goals in the Our Wollongong Our Future Community Strategic Plan 2035.
Wollongong is a great place to work, live and play! Together, our responsibility is to create an inclusive community where everyone is welcome, valued and belongs. Our strength is the diversity of our people.
We lead with courage, openness and curiosity and believe our employees are the key to our success. Learn more about us here.
The Opportunity
These roles places you at the heart of a welcoming, community‑focused service operation where every interaction matters. As a Customer Service Officer, you'll be part of a high‑performing, multi‑skilled frontline team, delivering service across phone, face-to-face and digital channels, often within the same shift.
You'll connect customers with the services, information and support they need, sometimes during complex or time‑sensitive situations, making a genuine difference to their experience and outcomes.
Working alongside a collaborative and values‑driven team, you'll be supported by experienced leaders, clear systems and established processes. You'll engage daily with a diverse range of customers and internal stakeholders, representing the organisation with professionalism, care and integrity.
This is a fast‑paced, high‑volume environment suited to someone who enjoys variety, can confidently manage competing demands, and takes pride in delivering consistent, high‑quality service while working to performance expectations and team goals.
We have 3 opportunities available:
- 2 permanent, full-time
- 1 term contract, full-time role up to January 2027, with the possibility of permanency or extension.
You will be required to work across all Customer service channels including (but not limited) to customer contact centre, face to face counters and digital channels. Salary starting from $83,518.24 per annum, plus superannuation. (Salary package will be assessed based on skills, experience and qualifications).
A minimum increase of 3.25% to the salary from 1 July 2026 in accordance with Council's Enterprise Agreement.
How you'll make a
- Provide high‑quality customer 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, escalating when required
- Apply policies, procedures and systems confidently to deliver consistent outcomes
- Maintain accurate records and case notes across customer management systems
- Build positive working 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 volumes effectively
About you
You bring substantial, recent experience in a high‑volume customer service role within a professional environment such as government, corporate services, utilities or a contact centre. You are confident delivering service across multiple channels (face-to-face, phone and digital) and can seamlessly switch between them within a single shift.
You are known for your calm, approachable manner and your ability to manage challenging interactions with confidence, empathy and professionalism. You have experience handling complex or sensitive enquiries, including complaints, escalations and vulnerable customers, while maintaining accuracy and sound judgement.
You communicate clearly and adapt your approach to meet the needs of diverse customers. You are comfortable working in real time, applying critical thinking and making informed decisions. You are also experienced in using customer management systems (such as CRM or case management tools) to accurately capture and manage customer interactions, and you quickly learn new systems and processes.
You take ownership of your work, contribute positively to team outcomes, and are familiar with working to performance targets and KPIs (such as call handling time, response timeframes and first contact resolution). Above all, you take pride in delivering professional, inclusive and reliable service to both customers and colleagues.
You demonstrate a genuine commitment to Council's values of Respect, Integrity, OneTeam, Sustainability and Courage.
Why you'll love working at Wollongong City Council!
- True work-life balance
We know you work hard, and we make sure that effort is rewarded with real flexibility. Our hybrid work options, flex-time, and rostered days off mean you can maintain balance while delivering great outcomes. - Great working conditions
Enjoy a 35-hour work week or a 9-day fortnight with a regular rostered day off (RDO). - Career growth and recognition
We are committed to supporting your personal and professional development. Our initiatives include a reward and recognition program, corporate learning opportunities, study assistance, and leadership development programs to help you grow and succeed.
- Generous leave provisions
Benefit from five weeks of annual leave per year (pro rata) and access long service leave after just five years. - Health, safety, and wellbeing
We prioritise a safe workplace for everyone, every day, everywhere. Our wellbeing programs support mental, physical and social wellbeing of our people to be at their best and include an Employee Assistance Program, skin and hearing checks and discounted gym memberships. - A vibrant social culture
Join our Social Club for monthly activities, an annual trivia night, and fantastic Christmas events!
Participate and engage in meaningful work, and contribute to our extraordinary community, where together we make a difference.
For more information, click on 'Apply' to be redirected to Wollongong City Council's job vacancy page.
Applications close 11:59pm, Sunday 31 May 2026.
We invite everyone to apply no matter your identity, you'll be welcome. We encourage applications from Aboriginal and Torres Strait Islander peoples, people who are culturally and linguistically diverse (CALD), people with disability and veterans.
Wollongong Council adheres to the principles of a child safe organisation and is committed to the care and protection of all children and young people in the community.
Applicants are required to undergo a rigorous employment screening process which will include Reference, Identity and Medical History Checks, and may also include a Nationally Coordinated Criminal History Check and Working with Children Check. Employment is subject to clearance of all these checks.