Customer Advocate
- Temporary full-time (12 month contract), 35 hours per week with a with the possibility of extension or permanency
- Salary from $99,183.76 to $107,357.31+ 12% Super
- Flexible work arrangements
- Award increase from July 2026
About us:
We are not your usual. We are upbeat, resourceful and determined. Our staff and community are at the core of what we do, looking for ways to work together and support each other. Naturally welcoming, we share good-natured humour and positivity. We aim to inspire a sense of possibility and create opportunities for all by rolling up our sleeves. Our workplace is agile and flexible, keeping ahead of the times. Be a part of it, let’s get something started.
About the role:
We are seeking an experienced and customer-focused Customer Advocate to join our Customer Experience Team. In this role, you will play a key part in delivering high-quality customer experiences by partnering with internal stakeholders to drive customer-centred practices, continuous improvement initiatives, and service excellence across the organisation.
As a Customer Advocate, you will support the Council through coaching, training, and promoting best-practice customer service processes and systems. You will help build capability and consistency in service delivery to ensure the needs and expectations of our community are met.
The role is also responsible for managing, investigating, and resolving customer complaints and enquiries in a timely, professional, and impartial manner. You will work closely with stakeholders to ensure issues are addressed fairly and objectively, in line with Council’s Customer Feedback and Complaints Policy and Customer Experience Service Commitments.
This is an excellent opportunity for a proactive and solutions-focused professional who is passionate about customer advocacy, continuous improvement, and delivering positive community outcomes.
The successful candidate will demonstrate the following key skills and attributes:
- Tertiary qualifications in a relevant field, e.g. Business, Administration, or communications.
- Cert IV in Training and Assessment
- At least 4 years’ experience in complaints handling, managing unreasonable customer conduct or similar.
- Strong customer orientation along with customer advocacy skills and ability to problem solve.
- Previous experience resolving complaints and problems in a systematic manner.
- Exceptional verbal and written communication skills including report writing.
- Excellent time management with experience working under pressure dealing with challenging situations and conflicting priorities.
- Self-driven, positive and hardworking attitude.
- Ability to work effectively with staff from all levels of the organisation.
- Ability to effectively liaise with customers form Culturally and Linguistically Diverse backgrounds.
- Experience with Microsoft Office, Customer Request Management System and Records Management System.
- Knowledge of external dispute resolution options
As a member of our friendly and passionate team, you’ll receive the following benefits:
- Temporary full-time (12 month contract), 35 hours per week with a with the possibility of extension or permanency
- Salary from $99,183.76 to $107,357.31+ 12% Super
- Award increase from July 2026
- Flexible work arrangements
- Fortnightly Pay
- Generous leave provisions and professional development opportunities
- Access to our Employee Assistance Program (EAP)
- Access to fitness passport and corporate fitness membership program
- Secure staff car park and close to public transport
Key contact: For further information on this position please contact Jaime Nelson, Manager Customer Experience on +61 2 4645 4172.
Applications close: 14 June 2026
Sound like you? Apply Now!
Campbelltown City Council is an Equal Employment Opportunity employer and values the unique contributions of all people. Aboriginal and Torres Strait Islander people, people from culturally and linguistically diverse backgrounds and people with a disability are encouraged to apply.
Council also recognises the skills and attributes of veterans and welcomes applications from ex-service personnel.
