Senior Customer Support Officer

Mornington Peninsula Shire is Victoria's destination municipality, characterised by unique townships, highly productive agriculture, world renowned landscapes, tourist regions, and areas of national and international conservation significance within a vital Green Wedge. The Shire is responsible for a broad range of infrastructure and community services that support the wellbeing and prosperity of our diverse community. With approximately 1,000 employees, it is a busy and vibrant workplace. What’s on Offer Culture – Positive, fun and inclusive work environment that is underpinned by our core values which are integral to everything we do. These are Integrity, Openness, Courage, Respect, and Excellence. Security – Permanent part-time role (4 days), based across all offices. Band 5 - $80,395.00 pro rata, per annum (excl. super) Career – Opportunity to grow and develop with excellent learning and development opportunities. Leadership – Contribute to the strategic outcomes delivered by Mornington Peninsula Shire with an organisation who focuses on our people and the community. Job Satisfaction – Have a meaningful impact on the community by contributing to achieve positive outcomes across the Mornington Peninsula Shire About the Role As a Senior Customer Support Officer, you will play a key role in delivering positive customer experiences while providing critical training and support to the Customer Support team. You will be responsible for providing feedback, training and development, quality assurance across multiple channels, workforce management inclusive of rostering and being a point of contact for escalations in the customer service team. You will step in to provide front‑line customer service delivering exceptional service to community members across multiple channels. Reporting to the Customer Support Coordinator the core responsibilities include: Tailored positive customer experience Being agile and proactive to ensure positive customer experience at every touch point and all available channels. Aim to provide a first point of contact where applicable to minimise customer touch points and hand‑offs. Demonstrated capabilities to support Customer Support team Demonstrates competency across all service channels whilst delivering positive customer experiences with professionalism and empathy. Supporting the customer service team through structured induction, ongoing feedback, and designed training programs. Is a trusted source of support and recognised as a main point of contact for the customer service team. Operational support and team coordination Oversee daily workforce operations, including rostering, real‑time monitoring, and identifying trends to maintain adequate staffing and balanced workloads. Ensure service level targets are met and support affected channels during peak periods to maintain service continuity. Provide day‑to‑day support by being the first point of contact for escalations and assisting Customer Support Officers to deliver positive customer experiences. When required, provide front‑line customer service during instances of short‑staffing or peak times, ensuring the delivery of exceptional customer service to community members across a range of channels. Consistent quality and continuous improvement Maintain quality assurance frameworks and keep training materials current and relevant. Use observations, data, and team feedback to deliver targeted training that addresses skill gaps and strengthens customer service capabilities. Support ongoing development through mentoring, buddying, and constructive feedback. About You Education & Experience – Demonstrated experience in the provision of high‑level customer service, including high volume face‑to‑face, electronic and telephony customer service. Demonstrated understanding of and sensitivity to the needs of a diverse community and the ability to ensure effective and quality customer experiences. Written & Oral Communication – Well developed verbal and written skills with the ability to solve problems using policies, procedures and standards, as well as professional knowledge and experience. Interpersonal skills and Accountability – Ability to maintain effective and productive relationships. Ability to develop and deliver tailored training whilst communicating positively with staff and customers. Undertaking customer service duties in a professional manner and ensuring a high quality, first point of contact resolution service. Judgement and Decision Making – Ability to make independent judgements about day‑to‑day activities in relation to the functioning of the role. Be aware of any problems or identify improvements to customer service and recommend any changes to the Team Leader or Coordinator. How to Apply If this role sounds like you, click 'Apply'. Mornington Peninsula Shire is committed to creating a diverse and safe environment. We are proud to be an equal opportunity and Child Safe employer. We encourage applications from First Nations people, culturally and linguistically diverse people, people with disabilities, neurodiverse people, and people of all genders, sexualities and age groups. Mornington Peninsula Shire undertakes a variety of employment screening checks. This includes employment references, Working with Children Checks and Nationally Coordinated Criminal History Check (NCCHC). Applicants must have valid Australian work rights. For further information about the role, you can download the Position Description by clicking 'Apply'. For a confidential discussion about this opportunity, please contact: Amy Stewart, Customer Support Coordinator, 1***. Applications Close: 5pm, Thursday 11 December 2025. Be careful – Don’t provide your bank or credit card details when applying for jobs. Don't transfer any money or complete suspicious online surveys. If you see something suspicious, report this job ad. #J-18808-Ljbffr