Customer Service Officers

Job Description

About the team

Customer and Channels is a diverse and dynamic branch located within the Service Gold Coast department. We manage various enquiries about the City of Gold Coast through multiple channels and create internal and external facing communication, advertising, and media. 
Our branch supports the organisation in achieving our shared mission of being a high-performing, customer-focused organisation that delivers value-for-money services to our community. We embrace the principles of making people our priority, the Gold Coast being at the heart of everything we do, and we pursue growth and success. A strong focus on the safety and well-being of our team and providing opportunities to have fun and get to know each other are essential priorities within our branch.

About your new role

Customer Service Officers are the first point of contact for members of the public interacting with the City of Gold Coast’s wide-ranging services available to residents, businesses and visitors within the community. Each year, our team manages thousands of enquiries across various channels, including phone, email, webchat, and in-person support, operating from multiple locations across the city. To ensure your success, we provide comprehensive resources, including detailed knowledge articles, classroom training, dedicated post-go-live support, and ongoing professional development with opportunities for upskilling.

Our operational hours are 6:45 am to 6:00 pm, Monday to Friday, on a rotating roster.

We are currently recruiting for multiple fixed-term fulltime positions, starting on 24th February 2025. Contracts are available for 3, 6, or 12 months, with the potential for extension based on performance.

For more information about this role, please view the position brief.

We’re looking for people who have:

• You have a customer-centric mindset and display behaviours contributing to a high-performance workplace culture. 
• You know how to strike the right balance between providing friendly and professional service, reaching the proper outcomes for customers and the City, and doing so efficiently. 
• You are adept at problem-solving, seamlessly navigating multiple systems, and able to work within documented processes. 
• You can support the above with two years’ experience working in a service-oriented multi-channel Contact Centre. 

Be part of shaping the Gold Coast’s future

The Gold Coast is inspired by lifestyle and driven by opportunity. We are the second largest Council in Australia.

We care about being the most flexible government organisation in Australia. We have a range of benefits to help you create the right balance:

• 9-day fortnight
• Flexible work arrangements to suit your lifestyle, including hybrid/work from home options, flexible working hours and locations
• Personal and professional development courses
• Access to 350+ fitness facilities through Fitness Passport 
• 4 free confidential counselling sessions a year for you or an immediate family member
• 1 free nutritionist and financial advice session per year

We pride ourselves on our shared mission of being a high-performing, customer-focused organisation which delivers value-for-money services to the community. We’re committed to creating a diverse workplace and inclusive culture.

Interested?

Click ‘Apply’ to submit your online application. Upload your Resume outlining how your skills, and experience would allow you to achieve success in this role. In addition, please also click HERE to complete computer literacy and internet knowledge (CLIK) testing relevant to the position

Please note applications that have not completed both elements will not be assessed.

Documents needs to be less than 2MB in size and PDF format is preferred. If you encounter technical issues when applying, please email recruitment@goldcoast.qld.gov.au

Our selection process may include a one-way video interview via Criteria, a face-to-face or virtual interview via Microsoft Teams, reference checks via Xref and additional checks including police checks, employment history checks, qualification checks, pre-employment medical reviews and drug and alcohol testing.

Contact Person Lauren Mead/Gareth Morgan 

Contact Email lmead@goldcoast.qld.gov.au/gmorgan@goldcoast.qld.gov.au

Closing Date Sunday 12th January 2025 

Please note applications for all of our vacancies close at 10.30pm on the listed closing date.

The City of Gold Coast is an equal opportunity employer dedicated to promoting an inclusive and diverse workplace. We are committed to supporting an environment where all employees, regardless of their differences or similarities, feel valued, respected and supported. Aboriginal and Torres Strait Islander persons are encouraged to apply.