- Permanent / Full Time
- Salary: $85,830 - $99,916 gross p.a. plus 12% Super
- 35 hours per week (Monday to Friday) with the option of flexitime
- Located at the Council Administration Building, Bridge Road, Nowra
- Applications close: Monday, 27 July 2026 (at midnight)
About the Role
The Senior Customer Experience Officer provides leadership and day-to-day support within the Customer Experience team, helping deliver consistent, high-quality customer service across all channels. Working closely with the Customer Experience Lead, you will coach and guide Customer Experience Officers, undertake quality assurance activities, identify development needs and support training initiatives.
As a senior team member, you will champion continuous improvement, maintain service resources and processes, and promote a culture of excellence, accountability and customer focus. The role also maintains a strong frontline presence, providing high-level support for customer enquiries and ensuring customer needs remain at the centre of service delivery.
Please refer to the Job Description under the Job Attachments for a comprehensive list of duties, responsibilities and skills required.
The advertised salary is based on the grade of the position, comprising of 4 steps within the range shown. The starting salary is at Step 1 within the grade. Progression through the salary steps shall be based upon the achievement of performance objectives relating to the position.
About You
To be successful in the position, working cooperatively in a team environment to deliver client-centric service delivery, you will have:
- Diploma in Business (Administration), or equivalent experience in a customer service role/training/support role in the services industry
- Demonstrated experience coaching, mentoring and developing employees within a client service environment.
- Experience providing feedback based on quality assurance reviews, observations or performance outcomes.
- Strong problem-solving skills with the ability to translate customer insights into practical service improvements.
- Experience in information provision in a high volume and highly demanding environment either over the telephone or face to face.
- Current Class C Driver's Licence
- Proof of Australian residency or citizenship, or authority to work in Australia (visa)
How to Apply
To apply for the position, click Apply and complete each step of the application. You will be required to attach your resume, cover letter and respond to questions regarding general information about you.
In addition, you will be required to demonstrate how you satisfy the requirements of the position by answering the below questions relevant to the essential criteria as outlined in the job advertisement.
- At Shoalhaven City Council our corporate core values are: Collaboration, Adaptability, Integrity and Respect. Please choose one value and advise how you have enacted this value in a professional setting.
- Please outline how you meet the essential criteria for this position including skills, qualifications, certifications and licenses relevant to this position.
- Briefly describe your experience supervising and supporting a team.
- Describe the approach you have taken to identify a service improvement that enhanced customer experience or team performance.
Applicants who progress to pre-employment checks may be required to undergo a Qualification Check, Work Rights Verification, Reference Checks and Medical (Low Risk). Employment is subject to satisfactory outcomes for all required checks.
For tips and more information on how to submit a great application, please visit how to apply on Councils website. If you require assistance submitting your application, please contact the Talent Acquisition Team on 02 4429 3253.
Applications Close: Monday, 27 July 2026 (at midnight)
If you have any questions about this role, please contact Monica Bregovic - Customer Experience Lead - 02 4429 5520
Why Work with Us
The Shoalhaven area is a unique place of great natural beauty, offering an enviable lifestyle and positive work-life balance. Our workforce is our greatest asset, and we pride ourselves on our people. Our teams are talented and inclusive and work together to provide better outcomes for our community, who are at the heart of everything we do. With a diverse range of professions and roles, we offer many career options and pathways, actively promoting opportunities and encouraging staff professional development.
Benefits include:
- Generous leave entitlements
- Long Service Leave after 5 years
- Option of flexitime for indoor staff
- 9 day fortnight for outdoor staff
- Flexible and remote working arrangements
- Novated lease arrangements available
- Opportunities for professional development and training
- Corporate wellbeing programs, including Fitness Passport and Employee Assistance Program (EAP), discounted health insurance
- NSW Welcome Experience
**Conditions apply as per the Local Government State award, and Council policies
Shoalhaven City Council is committed to creating a workplace that reflects our diverse community. We welcome applicants of all ages, abilities, and backgrounds, including Aboriginal and Torres Strait Islander peoples, veterans, people with a disability, culturally diverse individuals, and LGBTQIA+ community members. We ensure equitable recruitment practices and encourage applicants living with a disability to request reasonable adjustments. As a Child Safe Organisation, we uphold the rights and safety of all children and young people.
