About the role
In this role, you will put your passion for customer service to work by supporting the City’s commitment to being Customer First. As one of the first points of contact for our community, you will deliver prompt, professional and customer-focused service, assisting with enquiries and resolving issues across phone, face-to-face and online channels.

Work type: Casual 
Classification:  Band 4, $46.67 p/h (including 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

Hours of work

As a casual employee, you can expect to work approximately 2–5 shifts per week, depending on operational requirements and customer demand.

• Standard shifts are generally scheduled between 9:00am and 5:00pm, although start and finish times may vary.
• Shifts may range from a minimum of 4 hours through to a full day.
• Additional shifts may become available from time to time, including opportunities to work extra days to support business needs.

Due to the customer-focused nature of the role, there may be occasions when shifts become available at short notice. While accepting these shifts is entirely optional, we welcome applicants who are flexible and willing to assist when opportunities arise.

Casual employees may also be offered additional hours to provide coverage during periods of annual leave, sick leave, other planned absences, or unexpected staffing shortages.

Candidates who are reliable, adaptable, and able to work a variety of days and hours will be highly regarded.

About you

Essential Experience:

• Excellent communication and customer relation skills.
• Previous contact centre experience (desirable).
• 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 centres and our call centre including working outside of normal business hours where required

Preferred candidates will be required to undergo a National Police Check and a Working with Children's Check 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: Ash Moore | Team Leader Contact Centre | Ash.Moore@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.