Customer Experience Officer

The City’s Customer Experience Business Unit ensures that the City is adaptable to customer needs and creates seamless and accessible experiences ensuring that our customers feel supported, connected, and empowered. The Business Unit also leads the digital transformation of the City of Swan - driving system integration, enhancing efficiency and effectiveness, and allowing the City to communicate with its customers using modern, efficient and functional applications. This position is a fixed term full-time role from 5 January 2026 to 30 June 2026 with the possibility of extension. Key Accountabilities Working with customers to provide a clear understanding of what services the City of Swan deliver to the local and surrounding community Responding to all customer enquiries in a professional manner Maintaining accurate and up to date notes for all enquiries Maintaining an up-to-date knowledge of City of Swan systems and practices Identifying new ways to provide better customer experience outcomes About you Ability to work on a roster across 7 days between the hours of 7am and 7pm Ability to work across multiple locations including working from home will be essential Demonstrated experience in customer service with a customer-centric focus Experience within a fast-paced working environment Experience within local government will be highly regarded A satisfactory National Police Certificate About working with us The salary for this position will be from $68,485 to $74,307 per annum, depending on the skills and experience of the successful applicant. Benefits Flexibility to balance work Excellent leave entitlements e.g. purchase additional leave, Local Government public holiday Generous Superannuation contributions up to a total combined 17% Comprehensive employee wellness program Free parking options available Travelsmart allowance to support public transport use or cycling to work About the City The City of Swan, located north east of Perth, is the largest local government by land size in the Perth metropolitan area, and has one of the fastest growing populations. The City covers an area of 1,042 square kilometres, equivalent to almost 20 per cent of the Perth metropolitan area. A beautifully diverse expanse of land, the City is rich in natural assets, including the iconic Swan River and internationally renowned Swan Valley viticulture region established in 1829. Our location, services and facilities make the City an attractive place to live. The population across our 42 suburbs stands at 168,334 in 2023, but is set to reach 300,000 by 2050. The Whadjuk people of the Noongar Nation have been the traditional custodians of the land for more than 40,000 years. The Derbal Yerrigan (Swan River) holds enormous cultural significance for the Noongar people. The City is also rich in European history, and our community is a melting pot of multiculturalism, with one in three people being born overseas and one in five speaking a language other than English at home. Our ideal location, significant history, diverse community and strong economy ensures a positive future for the City of Swan, full of opportunity. Our purpose at the City is to improve the quality of life for all of the people who live in, work in and visit the City of Swan by delivering our vision of ‘one city, diverse people, culture and places’ through shared values of respect, excellence, accountability and leadership. At the City of Swan we are committed to recruiting and retaining the right people and creating a great place to work. We offer our employees real careers, real impact, and real rewards. We welcome people with diverse skills, experiences, perspectives and backgrounds and encourage applications from Aboriginal or Torres Strait Islander peoples, and individuals who may identify as LGBTIQ+, with disability, a culturally and linguistically diverse background, and people of all ages. For queries Please contact Lachlan Roberts directly on 9***. To apply Please submit a cover letter that outlines your qualifications and experience and why you would be a good fit for this role, and a resume via the link. Closing Date Friday 28 November 2025 at 5:00 PM AWST Application Safety Notice 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