Call Centre - Customer Service Officer
Permanent, Full-time
Eligibility List Opportunities - Temporary Contracts
Are you working in a contact centre or a customer facing role, Love helping people? Good on the phone? Keep calm when things get busy? We’d love to hear from you.
We’re recruiting Call Centre Customer Service Officersas the first point of contact for our customers Monday–Friday only (no weekends or public holidays).
This is a great opportunity for candidates who enjoy problem-solving, variety rather than repetitive script reading, learning new systems, and communicating clearly over phone and email in a fast paced environment.
LET’S EXPLORE THE JOB
What you'll be doing:
- Handling inbound customer calls and providing clear, accurate advice and assistance across all Council services and operations.
- Taking a proactive and analytical approach to resolving customer enquiries through effective questioning, negotiation, and conflict management.
- Using Council’s knowledge systems to provide consistent information and achieve timely resolutions.
- Navigating multiple systems while accurately recording customer details and service requests in line with Council standards and policies.
- Working within a structured and supportive Customer Service Centre environment.
- Building strong knowledge of Council services, processes, and customer service expectations.
- Championing the customer experience and contributing ideas for continuous improvement to enhance service delivery and team performance.
- Building and maintaining effective working relationships with internal stakeholders and Council teams.
Read the position statementhereand learn more about this exciting opportunity.
LET’S HEAR ABOUT YOU
To be successful in this role, you will have:
- A Certificate III or higher in Customer Service, Office Administration or a related field, and/or at least 2–3 years’ experience in a high-volume customer service environment.
- Strong written and verbal communication skills, with the ability to build positive relationships with customers and stakeholders.
- Confidence using multiple computer systems and a variety of technology, including telephones, software packages and customer databases.
- Excellent data entry skills and intermediate capability across standard computer applications, including the MS Office Suite, Outlook, Teams, and professional email etiquette.
- The ability to prioritise effectively, work well under pressure, and maintain strong attention to detail while managing a high volume of enquiries.
- A collaborative and supportive approach within a team, including the ability to give and receive feedback constructively.
- Well-developed conflict resolution skills, along with resilience and professionalism when handling challenging customer interactions.
- A strong customer-focused mindset, with the ability to identify customer needs and adapt your communication style with empathy and respect.
- Ability to learn quickly, build new skills, navigate a variety of systems, and adapt to ongoing changes in processes and procedures.
- A proactive approach to feedback, continuous improvement, and professional development within Council.
LET’S REVEAL THE PERKS
- Competitive salary from $75,899 to $88,207 per year plus 12% superannuation
- Full time 35 hours per week
- Location: Wallsend Administration Building
- Rotating nine-day fortnight roster across a span of hours between 8am-5pm, Monday to Friday
- Enterprise Agreement pay increases apply
- Generous leave entitlements including Long Service leave after 5 years
- Learning and development opportunities
- Supportive, empowering, and collaborative work environment
- Wellbeing initiatives including discounted gym memberships, social club, flu vaccinations, EAP support, and more
- Clickhereto view more perks!
CHOOSE THE LAKE MAC WAY
We know it is our people that will shape the future of our city. That’s why we’re passionate about providing a workplace that empowers our staff to be creative, innovative and bold. When you join the team at Lake Macquarie City Council, you join a group of people with a commitment to make our city even better. We’re proud of our city and the work we do, and we know you will be too.
We celebrate diversity and are committed to creating an inclusive workforce. We believe that a diverse network of employees, which truly reflects the people it serves and represents, is best equipped to understand and meet the needs of our community. We welcome and encourage applications from all ages and genders, Aboriginal and Torres Strait Islander peoples, people from culturally diverse backgrounds, the LGBTIQ+ community, refugees and people with disability. We understand the skills and attributes veterans can bring to our Council.
LET’S START
- If this job sounds like you, we would love to hear from you! Get your application in by 11:59pm, Sunday 5 July 2026
- Previous applicants need not apply
- For enquiries related to the duties of the role, please contactJosie Burns,Coordinator Customer Service Centre, on02 4921 0425or via emailjburns@lakemac.nsw.gov.au
- If you need assistance submitting your applicationclick hereor please contactBlair Stevenson,Talent Attraction Partner, on4069 0083or via emailbstevenson@lakemac.nsw.gov.au
- Your experience throughout the application process matters to us. If you'd like feedback on your application or interview, don't hesitate to get in touch — we're here for you!
- To complete your online application, you will be asked to upload a copy of your resume and provide responses to questions which are based on the criteria listed in the Position Statement.
- Please note that as part of Lake Macquarie City Council’s recruitment process, prior to an offer of employment being made, recommended candidates may be subject to a medical assessment which may include alcohol and other drugs testing.
