Casual Customer Service Officer
Job description
Casual Customer Service Officer
Reference number: 11320
Closing date: 11pm – Friday 9 October 2026
- 2 X casual positions available
- Band 4 rate - salary commencing at $49.87 per hour plus 12% superannuation (inclusive of casual loading)
- Deliver high-quality responsive services to customers within a supportive Council team
The Opportunity
Moonee Valley City Council is seeking a dedicated and enthusiastic Customer Service Officer to join our high-performing Customer Service team. In this frontline role, you’ll be the first point of contact for the community in providing support, information, and resolution across a wide range of Council services.
As Customer Service Officer, you will work across multiple contact channels including phone, face-to-face, digital and social media, ensuring a consistent, high-quality customer experience. You’ll play a vital role in strengthening our customer-focused culture and promoting a positive public image of the Council.
Responsibilities
- Deliver professional and timely responses to customer enquiries, complaints, payments and service requests.
- Provide guidance and support to customers accessing digital services and platforms.
- Ensure accurate documentation and reporting of customer interactions using relevant corporate systems.
- Refer complex enquiries to specialist teams and follow up to ensure timely resolution.
- Participate in team-based planning, continuous improvement and service innovation initiatives.
- Assist in maintaining our internal knowledge base and contributing to effective information management.
About You
- Previous experience working in a high-volume, multi-skilled customer service environment, with a strong commitment to excellence in service delivery.
- Proven ability to engage professionally and empathetically with a diverse range of customers across multiple channels.
- Strong digital literacy, including proficiency in Microsoft Word, Excel, and other Microsoft Office products, with the ability to quickly learn and adapt to Council-specific systems and software.
- Solid numeracy and problem-solving skills, including experience with cash reconciliation processes.
- A calm and solutions-focused approach to managing enquiries and complaints, with excellent attention to detail and follow-through.
- A collaborative mindset and willingness to contribute to team goals, continuous improvement, and innovation in service delivery.
Next Steps
Applications must be submitted through our online system and should be in line with the Moonee Valley City Council Application Guide. Applications that do not meet these requirements may not be considered.
For further information about the role, please contact Michelle Rowlands, Team Leader Customer Service on (03) 9243 1136. If you'd like to view the Position Description, learn more about what we do, or find out why Moonee Valley City Council is a great place to work, visit our Careers website at https:
Skills mentioned
Moonee Valley City Council traces its roots back to December 1994, when it was established following the amalgamation of the City of Essendon and the City of Keilor. This union brought together a rich history of community service and local governance, creating a new entity dedicated to the people of Melbourne's north-western suburbs. Situated on the traditional lands of the Wurundjeri Woi-wurrung people, the Council has grown to become a pivotal institution in the region, managing a diverse landscape that includes vibrant residential precincts, bustling commercial hubs, and expansive green spaces. Over the years, the organisation has expanded its scope and capabilities, now employing nearly 1,000 dedicated professionals who share a commitment to public service. The Council's journey has been defined by a continuous drive for improvement and innovation, evident in its strategic long-term vision, MV2040. This ambitious roadmap guides the Council's efforts to create a city that is fair, thriving, connected, green, and beautiful. By embracing modern governance practices and fostering a collaborative workplace culture, Moonee Valley City Council has adapted to the changing needs of its community, offering flexible working arrangements and a supportive environment for its staff. Today, the Council provides more than 200 critical services, from maintaining local infrastructure and waste management to delivering maternal and child health programs. Its commitment to sustainability is reflected in its carbon-neutral operations and extensive environmental initiatives. As it looks to the future, Moonee Valley City Council remains steadfast in its mission to enhance the wellbeing of its residents, ensuring that the municipality remains a great place to live, work, and visit for generations to come.
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