Senior Customer Experience Officer

Description Permanent / Full Time Salary: $82,529 - $96,073 gross p.a. plus 12% Super 35 hours per week (Monday to Friday) with the option of flexitime Located at the Council Administration Building, Bridge Road, Nowra Applications close Monday, 10 November 2025 (at midnight) About The Role This position provides support to the Customer Experience Officers and the Contact Centre Lead with support including counselling and training, and frontline customer engagement. The position also measures quality, coordinating customer surveys, and evaluating team and individual training needs during observing customer interactions. Reporting to the Customer Experience Lead day‑to‑day, the position: Provides a high level of Customer Service, communicating efficiently and sensitively. Behaves fairly, respectfully and ethically in all dealings with customers and staff. Provides guidance and assistance to telephone and front counter enquiries in a professional and courteous manner. Please refer to the Job Description under the Job Attachments for a comprehensive list of duties, responsibilities and skills required. The advertised salary is based on the grade of the position, comprising of 4 steps within the range shown. The starting salary is at Step 1 within the grade. Progression through the salary steps shall be based upon the achievement of performance objectives relating to the position. About You Diploma in Business (Administration) or equivalent experience in a customer service/ training/ support role in the services industry. High level of communication and interpersonal skills with the ability to maintain a calm, efficient manner during sensitive and demanding situations across a diverse range of backgrounds. Experience in providing information in a high volume, and highly demanding environment (via phone or face‑to‑face). Demonstrated ability to coach and support a team within a customer service environment. Current C Class Driver’s Licence. Australian residency or citizenship, or the authority to work in Australia (visa). How To Apply To apply for the position, click Apply and complete each Step of the application. You will be required to attach your resume (and cover letter if required) and respond to questions regarding general information about you. In addition, you will be required to demonstrate how you satisfy the requirements of the position by answering the below questions relevant to the essential criteria as outlined in the job advertisement. At Shoalhaven City Council our corporate values are Collaboration, Adaptability, Integrity and Respect. Please choose one value and advise how you have enacted this value in a professional setting. Briefly describe your experience supervising and supporting a team. At times the contact centre can receive high call volumes, what strategies do you use to stay calm under pressure? Applicants who progress to pre-employment checks may be required to undergo a Working with Children Check Verification, National Criminal History Check, Qualification Check, Work Rights Verification, Reference Checks and Medical (Low Risk, Medium Risk, High Risk). Employment is subject to satisfactory outcomes for all required checks. For tips and more information on how to submit a great application, please visit how to apply on Councils website. If you require assistance submitting your application, please contact the Talent Acquisition Team on . Applications Close Monday, 10 November 2025 (at midnight) Contact Karla Raison - Contact Centre Lead - Why Work with Us The Shoalhaven area is a unique place of great natural beauty, offering an enviable lifestyle and positive work-life balance. Our workforce is our greatest asset, and we pride ourselves on our people. Our teams are talented and inclusive and work together to provide better outcomes for our community, who are at the heart of everything we do. With a diverse range of professions and roles, we offer many career options and pathways, actively promoting opportunities and encouraging staff professional development. Benefits Include Generous leave entitlements Long Service Leave after 5 years Option of flexitime for indoor staff 9 day fortnight for outdoor staff Flexible and remote working arrangements Novated lease arrangements available Opportunities for professional development and training Corporate wellbeing programs, including Fitness Passport and Employee Assistance Program (EAP), discounted health insurance Conditions apply as per the Local Government State award, and Council policies At Shoalhaven City Council, we are proud to foster a workplace that reflects the diverse community we serve. We welcome applicants of all ages, abilities, and backgrounds, and encourage Aboriginal and Torres Strait Islander peoples, veterans, people with disability, culturally diverse individuals, and LGBTQIA+ community members to apply. We are committed to ensuring a equitable recruitment processes. If you have a disability and require reasonable adjustments to fairly demonstrate your skills, please contact us. As a Child Safe Organisation, we are committed to upholding the rights of children and young people and ensuring a safe and respectful environment for all. Job Details Seniority level: Mid-Senior level Employment type: Full-time Job function: Other Industries: Government Administration Referrals increase your chances of interviewing at Careers at Council by 2x #J-18808-Ljbffr