Senior Customer Support Officer

Benefits
Pulled from the full job description
Parental leave
Annual leave
 
Full job description
Full Time Fixed term Position until 21st November 2026 (parental leave position)

Band 5 - Salary Range $81,006 to $+3,280 (pro rata) + 12% Super

(Rate of pay and super effective 1 July 2025)

Salary offered will depend on level of skills and experience.


About Melton City Council

The City of Melton is a community where everyone belongs. Ours is a vibrant and diverse municipality - one of the fastest developing in Australia. Our organisation strives to provide our community with state-of-the-art amenity and facilities, engaging health and wellbeing options, and support to become active members of our Lifelong Learning City.

We invest in innovation, offering professional and personal development, and generous leave and flexibility to staff, while also fostering a collaborative and inclusive culture. You’ll be able to work close to home in a dynamic setting featuring cafes and retail options set amongst heritage buildings and open green spaces.

The Opportunity

Are you passionate about creating exceptional customer experiences? Do you thrive in a collaborative environment where you can make a real impact on the lives and wellbeing of our local community?

This new role is an exciting opportunity for a passionate professional to join our Customer Support Team in delivering outstanding service across all contact channels with courtesy, empathy, and professionalism.

In this role, you’ll champion our commitment to enhancing the customer experience while modeling Council’s customer service commitments. You’ll also have the opportunity to participate in cross-departmental initiatives, bringing the customer’s perspective into Council’s wider objectives and fostering a proactive, customer-centered approach to the way we deliver services.

Key Responsibilities

Support customer support operations across all contact channels, ensuring exceptional service with the highest level of courtesy, empathy and professionalism, while meeting key performance and service standards.
Guide and support Customer Support Officers by overseeing customer support operations and providing day-to-day mentoring and promoting high-quality service across the team.
Act as a key liaison between Council staff and customers to enhance and promote Council's image and improve customer experiences.
To view the Position Description, click here.

About you


To be successful in this role you will have the following:

Experience in delivering exceptional customer experiences in an omnichannel customer contact centre environment, including dealing within high volume in-bound calls.
Be able to work successfully in a team aiming to provide high quality, accurate and timely information.
Experience in supporting staff development to facilitate positive customer and employee experiences.
Experience dealing with customers from diverse backgrounds, including those with disabilities and from Cultural and Linguistically Diverse (CALD) communities.
Current valid Victorian Driver’s Licence.
Culture and Values

Our vision for our community is to be: "A vibrant, safe and liveable city accessible to all" and that means there’s a place here for you too. Our organisational values represent us as an established growth Council and the values are reflected in everything we do; our decision-making, our actions and our service provision to the community. Council has a diverse and vibrant organisation and we’d love to have you join us to help shape a city for the future.

We are Vibrant MELTON. Our values are:

Motivate
Empower
Lead
Trust
Open
Nurture
Benefits

There are a number of great reasons why our people love working at Melton City Council:

Staff Benefits | Melton City Council

13 ADO's (Accrued Day Off) per year
5 weeks annual leave
Flexible Working Hours
Extensive Career Development Leadership Programs
16 weeks Paid Parental Leave (Super is paid during parental leave)
3 weeks Paid Secondary Carer Leave
Family Room available including Breastfeeding Facilities - Australian Breastfeeding Association
Wellbeing initiatives
Subsidised Uniforms
How To Apply

If you require further information about the position, please contact Garry Holmes – Team Leader Customer Service -Libraries - +747 53+7.

Applications must include a Resume and address the Key Selection Criteria outlining your suitability to the role. To address the Key Selection Criteria, you will need to write short statements explaining how you meet the criteria, or how you demonstrate the capability. We encourage you to keep your responses concise.

To be eligible for employment at Melton City Council you must be legally entitled to work in Australia.

All successful applicants will need to undertake pre-employment requirements including but not limited to a satisfactory criminal history record check. Successful applicants must be able to comply with any public health orders applicable to local government.

We strongly encourage job applications from Aboriginal and Torres Strait Islander people, people with disabilities, LGBTIQA+ and people from culturally diverse backgrounds. If selected for an interview and you require any additional support or adjustments regarding interview arrangements, please advise the contact listed above in advance.

Melton City Council is committed to being a child safe organisation and has Zero tolerance for child abuse. Melton City Council is committed to creating and maintaining a child safe organisation where protecting children and preventing and responding to child abuse is at the centre of our everyday thinking and service delivery.

Applications close 11:5+pm Day Monday 16 June 2025 Read more