About the role
Our customer service officers support the City's strategic pillar of 'Customer First'.  This position provides prompt and customer focused service as the first point of contact for enquiries and complaints.  Our customer service team support customers over the phone, in person and online.

Work type:
Classification: Band 4 Commencing at $46.67 p/h (inc casual loading) plus super

Key responsibilities include:

• Provide our customers a proactive and seamless customer experience by meeting their transactional needs and providing service knowledge and expertise
• Educating and supporting our customers to become comfortable and familiar with Tier 0 (Online) services
• Assist all customers with initial enquiries and where necessary refer customers to specialist support for Tier 2 (Managed support) services
• Facilitate conversations and initiate processes (eg – accessibility parking permits) on behalf of other government agencies and third-party providers
• Work in a fast-paced environment and carry out a variety of duties through being flexible and adaptable to meet customer needs

Work availability and hours:
As a casual employee, you can expect to receive approximately 3–5 shifts per week, depending on business demand.

Hours of work

• Standard shifts are 9:00am – 5:00pm
• Includes:
• Unpaid 45‑minute lunch break
• Paid 10‑minute morning tea
• Paid 10‑minute afternoon tea

Due to the nature of customer service delivery, you may occasionally be asked to work at short notice. While accepting short‑notice shifts is optional, we are particularly keen to hear from applicants who are flexible and willing to support the team when these needs arise.

During periods where permanent part‑time and full‑time staff are on annual leave, sick leave or other planned leave, casual employees may be asked to provide additional coverage. At times, this may include short‑notice requests to attend work due to staff shortages or unplanned leave.

Applicants who are reliable, adaptable and willing to assist with leave coverage will be well‑suited to this role.

About you
To be successful in this role, you will have…

Essential Experience:

• Excellent communication and customer relation skills.
• Demonstrated experience and skills in customer service.
• Ability to use modern office and computer equipment including keyboard skills.
• Experience in the handling and/or reconciliation of monies.
• Flexible and available to work across our 3 customer service centers and our call center including working outside of normal business hours where required
• Please note: for at least the first 12 months, this role will be primarily phone‑based, supporting our call centre services. As skills, knowledge and experience develop, and subject to business requirements and position availability, there may be future opportunities to work within our face‑to‑face customer service centres.

• Preferred candidates will be required to undergo a National Police Check and a pre-employment medical assessment as part of the recruitment process (funded by the City).

If this sounds like the role for you, then click apply now! 

Child Safety Responsibilities   
We are committed to being a child-safe organisation and have zero-tolerance for child abuse. We have specific policies, procedures, and mandatory training in place to support employees, volunteers, and contractors to achieve and adhere to these commitments. Please read our Child Safe Standards Management Policy.  

Diversity and Inclusion  
At the City we want a workforce that reflects the community we live in. We welcome and embrace everyone, all people with their own unique experiences, and support and encourage all our employees to do their best work, have equal access to opportunities and a just working environment. For this reason, we particularly welcome and encourage applications from First Nations people, people with diverse cultural and linguistic backgrounds, from the LGBTQIA+ community, people with disability and people of all genders, ages and diverse experience.  

We are the City
From parks to offices, childcare centres to works depots, leisure facilities to the Wool Museum and waterfront, our team plays a vital role in shaping our vibrant and growing community. Our community counts on us to get the essentials right while looking for ways to go beyond. By listening, collaborating, and focusing on sustainability, we strive to do the basics brilliantly and create a lasting impact. If you’re ready to be part of something bigger, join us in shaping the future of Geelong.

We support accessibility and encourage discussions about any adjustments or support you may need during the recruitment process.

Applications and Enquiries

Click the Position Description link to view more information about this position.

Enquiries: Lewis Halls  | Team Leader Customer Contact Centre | Lewis.Halls@geelongcity.vic.gov.au

Click the Apply button to submit your application or find out more about this opportunity. If we can assist you with any reasonable adjustments in order to submit your application for this role, please contact the Talent Acquisition team via email at careers@geelongcity.vic.gov.au noting your preferred method of communication and contact details and a member of the team will be in touch.

We collect demographic data to help us learn who our advertisements are reaching and how we can reach an even more diverse audience.  We are committed to building a more diverse team. Your responses to our demographic questions are strictly confidential and will not be individually shared.

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