Senior Customer Service Officer

Step Into a Role That Makes Every Day Count — Become Our Next Senior Customer Service Officer

Wangaratta, VIC | Temporary Full Time until January 2027 | $70,017 per annum + super 

Are you the kind of person who brings calm, clarity and confidence to every customer interaction? Do you thrive in a fast paced environment where no two days look the same? If you are passionate about delivering exceptional service and ready to step into a role where your impact is felt every day, we want to hear from you.

The Rural City of Wangaratta is looking for an experienced customer service professional to join our dedicated team on a 12 month contract. In this role, you will handle a wide range of enquiries, provide accurate information and deliver a positive experience for our community. If you enjoy helping people, have strong communication skills and thrive in a dynamic environment, this is an opportunity to contribute to a team that truly values great service.

Your Key Role in Our Customer Service Team

As a Senior Customer Service Officer, you will be the face and voice of Council, delivering high quality service across multiple channels and ensuring every customer feels supported, informed and valued. From handling enquiries and processing transactions to managing bookings and providing administrative support, you will play a key role in keeping our services running smoothly and professionally.

Key Responsibilities:

• Maximise first time resolution by responding to enquiries in person, by phone, email and online
• Receipt, reconcile and bank daily revenues and complete monthly financial tasks
• Manage bookings for meeting rooms, halls, pool cars, parks and other Council facilities
• Issue permits and process applications in line with Council policies and local laws
• Track, action and resolve customer requests, complaints and enquiries
• Maintain high service standards and up to date knowledge of procedures
• Assist with training new staff and supporting customer service training across Council
• Work collaboratively with other departments to enhance service delivery
• Receipt, record and distribute daily mail and correspondence

What We Are Looking For

• A passion for delivering exceptional customer service
• Experience with cash handling, revenue collection and reconciliation
• Strong verbal and written communication skills
• Excellent organisational skills and the ability to multitask
• Confidence in handling complex customer issues and making informed decisions
• A collaborative mindset and positive team approach
• Proficiency in Microsoft Office, point of sale systems and customer request systems
• Certificate III in Business or Administration or significant experience in a similar role

Why Work for Rural City of Wangaratta?

Joining our team comes with an array of exciting benefits, including:

• Inclusive & Supportive Environment: Be part of a nurturing team that prioritises professional growth and development.
• Ongoing Training & Development: Access continuous learning opportunities to advance your career.
• Work-Life Balance: Flexible employment options to help you maintain balance in your personal and professional life.
• Corporate Benefits: Enjoy perks such as flu vaccinations and discounted gym memberships.
• Employee Assistance Program (EAP): Access mental health and wellbeing support.
• Christmas Closedown Period: Take advantage of time off to relax and recharge.

For more information and to view the position description, please visit our website at www.wangaratta.vic.gov.au. For further enquiries about this position should be directed to Ellen Paull, Acting Customer Experience and Information Management Coordinator on [email protected]

Applications close at 3pm on Monday, 9 February 2026. 

Rural City of Wangaratta is a child safe and equal opportunity employer.  Employment applications from Aboriginal and Torres Strait Islander peoples and people from culturally and linguistically diverse backgrounds are encouraged. In addition, applications for positions that work with children must provide referees who can comment on their experience working with children.  These roles also require a valid Working with Children Check and all roles require a National Criminal History Check. 

When submitting your application, you will need to include:

• Your current contact details;
• A cover letter to your application. This document is an introduction to your application and will generally include an outline as to why you have applied for the role;
• A current resume with a minimum of two current referees;
• A letter stating how you meet the key selection criteria, providing evidence that clearly demonstrates what you have achieved in relation to the position. It is helpful to use each selection criteria as a heading and then explain how your skills and experience meet that criterion; and
• Copies of any relevant qualifications or licence.