Job no: 496063
Work type: Casual
Location: Knox Civic Centre
Categories: Customer Service

About the role

We are currently seeking four (3) enthusiastic and customer-focused individuals to join our Customer Operations team in newly created casual positions. These roles are integral in delivering high-quality, responsive, and professional customer service to the community. As a Customer Service Officer (CSO), you will act as the first point of contact for customer enquiries across multiple channels, including the Call Centre, Civic Centre Service Counter, and online/email correspondence. Your ability to communicate effectively and resolve issues promptly will contribute to a positive customer experience and uphold the organisation’s reputation.

This is a casual role based at our Civic Centre Located in Wantirna South.

This is a Band 4 classified role, remuneration will be $45.05 - $47.98 per hour depending on experience (inclusive of 25% casual loading in lieu of annual leave, personal leave & public holidays) In addition, you will receive superannuation in accordance with the Superannuation Guarantee.

Key Responsibilities:

Deliver excellent customer service in line with the Operational Quality Framework and Council’s performance standards.
Respond to enquiries via phone, in-person, email, and online platforms; conduct outbound calls when required.
Build and maintain positive, cooperative relationships with internal stakeholders.
Resolve customer queries at first contact or escalate appropriately with efficiency.
Use Council’s knowledge system (1st Point) to access and provide accurate information.
Log requests and update records using the Customer Response System (Pathway UX).
Maintain accurate and detailed records of customer interactions and data.
Collaborate as an engaged and proactive member of the Customer Operations Team.
What Success Looks Like:

Timely and accurate resolution of enquiries.
Positive feedback from internal and external customers.
Accurate documentation and use of systems.
Demonstrated teamwork and contribution to a supportive team culture.
How to apply

Please submit your application, including your resume and cover letter online via the ‘Apply’ button by 5:00pm Wednesday 18 June 2025.

All applications must be made via the online portal. No applications direct to the hiring manager will be considered.

A link to the position description can be found in the job listing on our Knox City Council Jobs and Careers page.

Please note: Candidates will be shortlisted as applications are received and this role may close earlier than the anticipated closing date.

Why work at Knox

Discover your future at Knox City Council, where you will deliver meaningful impact, find great opportunities and work with committed people to shape our community. As an employee of Knox, you can enjoy:

Accrued or rostered days off available for full-time roles, depending on operational requirements
Broad range of leave options including up to 16 weeks primary and up to 4 weeks secondary parental leave
Salary sacrifice option for Council-owned childcare fees
Opportunities to take on temporary roles or work in different teams to build skills and support career growth
Support towards further study
50% off Knox Leisureworks memberships
Employee Assistance Program (EAP) for support in managing personal and work-related challenges.
To find out more about the benefits of working at Knox City Council, visit knox.vic.gov.au/why-work-knox

Inherent requirements

To view the inherent requirements for this position please see attachment below.

Office Based role(s) - Inherent Requirements Table .DOCX
Our commitments

Knox City Council is an Equal Opportunity Employer that is committed to providing a workplace that embraces diversity and inclusion. We are committed to a positive, barrier-free recruitment process. If you have any support or access requirements, we encourage you to advise us at the time of application.

Knox City Council has zero tolerance for child abuse and all forms of harm to children. All children and young people who access our services, programs, events and facilities have the right to feel safe and be safe. This includes spaces owned or managed by Council. We take the wellbeing and safety of children and young people in our care seriously. We maintain a child safe organisation by embedding the protection of children into everyday thinking and practice. All Knox City Council employees, contractors and volunteers are responsible for ensuring children and young people are valued, heard and protected from abuse.

Knox City Council acknowledges our offices are located on the traditional lands of the Wurundjeri Woi-wurrung and Bunurong people of the Kulin Nation.