Job Description

About the role

The Customer Service Officer provides a responsive and professional interface between the community and Council across a range of service environments, rotating between a busy contact centre and service centre to deliver courteous, accurate and solutions-focused support to both internal and external customers. In this role, you will liaise and communicate effectively with a diverse range of stakeholders, maintaining clear and concise communications that uphold the integrity of the organisation, while demonstrating a strong commitment to quality, attention to detail and meeting deadlines.

With a vibrant and friendly personality, resilience and adaptability, you will confidently navigate a complex environment, engage with all levels of the organisation and apply sound problem-solving skills to deliver an excellent customer experience.

There are 2 positions in total. Both are based at our Civic Centre, however we can offer a range of flexible work options for the right candidate/s.

• One is a part time (20 hours) temporary role through to the end of October 2027.
• The other position is a full time (38 hours) temporary role immediately available until the 25 October 2026.

Work will be allocated on a roster basis and spread across our service hours of Monday to Friday, 8am to 5pm.

The temporary positions are Band 4 classified roles, remuneration will be $73,349.33 - $78,124.95 (pro-rata for part-time and depending on experience) plus superannuation in accordance with the Superannuation Guarantee.

What you will bring to this role

The key selection criteria for this role are:

• Comfortable within a telephone contact centre and frontline service environment, handling between 60 and 100 customer contacts per day at varying levels of difficulty.
• Excellent communication (verbal and written) skills and demonstrated ability to listen, understand and negotiate successful outcomes.
• Ability to prepare clear and accurate notes using appropriate writing style and grammatically correct language.

How to apply

Please submit your application, including your resume and cover letter online via the ‘Apply’ button by 9am on 30 July 2026.

All applications must be made via the online portal. No applications direct to the hiring manager will be considered.

For further information on this role please contact Kerry Smithies, Head of Customer Operations, at kerry.smithies@knox.vic.gov.au or on 9210 6177.

A link to the position description can be found in the job listing on our Knox City Council Jobs and Careers page.  

Please note: Candidates will be shortlisted as applications are received and this role may close earlier than the anticipated closing date.

Why work at Knox

Discover your future at Knox City Council, where you will deliver meaningful impact, find great opportunities and work with committed people to shape our community. As an employee of Knox, you can enjoy:

• Accrued or rostered days off available for full-time roles, depending on operational requirements

• Broad range of leave options including up to 16 weeks primary and up to 4 weeks secondary parental leave

• Salary sacrifice option for Council-owned childcare fees

• Opportunities to take on temporary roles or work in different teams to build skills and support career growth

• Support towards further study

• 50% off Knox Leisureworks memberships

• Employee Assistance Program (EAP) for support in managing personal and work-related challenges.

To find out more about the benefits of working at Knox City Council, visit knox.vic.gov.au/why-work-knox

Inherent requirements

To view the inherent requirements for this position please see attachment below. 

• Office Based role(s) - Inherent Requirements Table .DOCX

Our commitments

Knox City Council is an Equal Opportunity Employer that is committed to providing a workplace that embraces diversity and inclusion. We are committed to a positive, barrier-free recruitment process. If you have any support or access requirements, we encourage you to advise us at the time of application.

Knox City Council has zero tolerance for child abuse and all forms of harm to children. All children and young people who access our services, programs, events and facilities have the right to feel safe and be safe. This includes spaces owned or managed by Council. We take the wellbeing and safety of children and young people in our care seriously. We maintain a child safe organisation by embedding the protection of children into everyday thinking and practice. All Knox City Council employees, contractors and volunteers are responsible for ensuring children and young people are valued, heard and protected from abuse.

Knox City Council acknowledges our offices are located on the traditional lands of the Wurundjeri Woi-wurrung and Bunurong people of the Kulin Nation.

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