Customer Service Officer

About UsKempsey Shire Council (KSC) is located on the Mid North Coast of NSW, known for its genuine hospitality, pristine beaches, sub-tropical rainforests, mountain ranges, rock river gorges, sprawling farmland and peaceful villages. We are a progressive, proactive and dynamic organisation, and we pride ourselves on the respectful and supportive workplace we have cultivated. With 360+ dedicated staff managing $1.5 billion worth of assets across many sites throughout the Shire, KSC work closely with our community to build an inspired, connected Macleay Valley. Your new role:Do you have exceptional customer service skills, a positive can-do attitude with a keen eye for detail? Are you passionate about working with the community to get positive outcomes? We have the perfect opportunity to join our dedicated Customer Service team on a permanent full -time basis. Reporting to the Team Leader Customer Service, the Customer Service Officer will work to meet customer needs and exceed customer expectations, through the provision of efficient and courteous service to internal and external customers.Key Accountabilities include:Protect and enhance the positive image of Council and provide high levels of service to all customersProvide a friendly, courteous and responsive central point of contact for customer enquiries, transactions and customer action requests (work orders)Provide face-to-face customer service to the Shire’s towns and villages as part of Council’s Outreach Customer Service ProgramResolve customer service enquiries and complaints (face to face, written, phone) through accurate and efficient personal attention.Escalate customer action requests to the appropriate corporate or operational section of Council or specialist staff member.Perform administration and cashiering duties including receipting, balancing and bankingFor a full list of the Key Accountabilities of the role, please refer to the Position Description.About You: To be successful in this role, you will possess: Certificate III in Business Administration (or equivalent qualification), or other relevant tertiary qualifications, and/or demonstrated work experience directly related to the roleDemonstrated customer service experience, call centre environment preferable Local government experience highly desirable Experience in cash receipting, cash handling and banking proceduresWork with ease within a high-volume, high-pressure environmentDemonstrated ability to exercise sound judgement and initiative when obtaining information from and dealing with customersA positive, cooperative, flexible and friendly approachDemonstrated commitment to the provision of quality customer serviceBenefits of working for Kempsey Shire Council If successful in attaining the role you will be provided with:Permanent full-time position Monthly RDOsWeekly salary of $1,309.01 to $1,473.28 (plus superannuation)Generous leave entitlements, including access to Long Service Leave after five yearsA working environment focused on wellbeing, including flexible work arrangements, rostered days off, EAP access, social club, and health and wellbeing programs. ·Fitness Passports for discounted access to a range of gym and pool facilities. Career development and learning opportunities, access to study leave if required.A supportive, collaborative working environment designed to help you grow! A fantastic lifestyle and work life balance, on the beautiful Mid-North Coast.Interested?Please apply via Council’s website http://careers.kempsey.nsw.gov.au/. Note that you will be required to prepare and submit: A short statement (maximum 2 pages) outlining how your experience, abilities, knowledge and personal qualities will enable you to achieve the key accountabilities of the role (as listed in the Position Description); and Your current resume.Applications Close: COB Wednesday, 22 October 2025 Please note that Council reserves the right to close this job advertisement before the stated closing date if a suitable candidate is found. Therefore, we encourage all interested applicants to submit their applications as soon as possible.Have questions? Please contact Holly Carpenter, Team Leader Customer Service for a confidential discussion on Ph: 02 6566 3200.Please Note: Our recruitment notification process is primarily via system generated emails.  Please ensure your email is correct before submitting your application to avoid missing crucial updates. If you experience any difficulties applying online, please contact the Recruitment team on 02 6566 3200 or email jobs@kempsey.nsw.gov.au Thank you and good luck with your application.Kempsey Shire Council is an equal opportunity employer and we celebrate our diverse, inclusive and values-led workforce. We welcome and encourage applications from Aboriginal and Torres Strait Islander people, people with diverse culture and linguistic backgrounds and people with a disability. In addition, Kempsey Shire Council will provide reasonable adjustments for suitably qualified individuals with disabilities. If you require additional assistance to participate in the recruitment process, please discuss with the advertised contact person. You can ask for reasonable adjustments to be made at any time during the recruitment process. Position Description AUD West Kempsey 2440

Customer Service Officer

About Us

Kempsey Shire Council (KSC) is located on the Mid North Coast of NSW, known for its genuine hospitality, pristine beaches, sub-tropical rainforests, mountain ranges, rock river gorges, sprawling farmland and peaceful villages.

We are a progressive, proactive and dynamic organisation, and we pride ourselves on the respectful and supportive workplace we have cultivated. With 360+ dedicated staff managing $1.5 billion worth of assets across many sites throughout the Shire, KSC work closely with our community to build an inspired, connected Macleay Valley. 

Your new role:

Do you have exceptional customer service skills, a positive can-do attitude with a keen eye for detail? Are you passionate about working with the community to get positive outcomes? We have the perfect opportunity to join our dedicated Customer Service team on a permanent full -time basis. 

Reporting to the Team Leader Customer Service, the Customer Service Officer will work to meet customer needs and exceed customer expectations, through the provision of efficient and courteous service to internal and external customers.

Key Accountabilities include:

  • Protect and enhance the positive image of Council and provide high levels of service to all customers
  • Provide a friendly, courteous and responsive central point of contact for customer enquiries, transactions and customer action requests (work orders)
  • Provide face-to-face customer service to the Shire’s towns and villages as part of Council’s Outreach Customer Service Program
  • Resolve customer service enquiries and complaints (face to face, written, phone) through accurate and efficient personal attention.
  • Escalate customer action requests to the appropriate corporate or operational section of Council or specialist staff member.
  • Perform administration and cashiering duties including receipting, balancing and banking

For a full list of the Key Accountabilities of the role, please refer to the Position Description.

About You: 

To be successful in this role, you will possess: 

  • Certificate III in Business Administration (or equivalent qualification), or other relevant tertiary qualifications, and/or demonstrated work experience directly related to the role
  • Demonstrated customer service experience, call centre environment preferable
  •  Local government experience highly desirable
  •  Experience in cash receipting, cash handling and banking procedures
  • Work with ease within a high-volume, high-pressure environment
  • Demonstrated ability to exercise sound judgement and initiative when obtaining information from and dealing with customers
  • A positive, cooperative, flexible and friendly approach
  • Demonstrated commitment to the provision of quality customer service

Benefits of working for Kempsey Shire Council 

If successful in attaining the role you will be provided with:

  • Permanent full-time position
  • Monthly RDOs
  • Weekly salary of $1,309.01 to $1,473.28 (plus superannuation)
  • Generous leave entitlements, including access to Long Service Leave after five years
  • A working environment focused on wellbeing, including flexible work arrangements, rostered days off, EAP access, social club, and health and wellbeing programs.
  • ·Fitness Passports for discounted access to a range of gym and pool facilities.
  •  Career development and learning opportunities, access to study leave if required.
  • A supportive, collaborative working environment designed to help you grow!
  • A fantastic lifestyle and work life balance, on the beautiful Mid-North Coast.

Interested?

Please apply via Council’s website http://careers.kempsey.nsw.gov.au/. Note that you will be required to prepare and submit:

  • A short statement (maximum 2 pages) outlining how your experience, abilities, knowledge and personal qualities will enable you to achieve the key accountabilities of the role (as listed in the Position Description); and
  • Your current resume.

Applications Close: COB Wednesday, 22 October 2025

Please note that Council reserves the right to close this job advertisement before the stated closing date if a suitable candidate is found. Therefore, we encourage all interested applicants to submit their applications as soon as possible.

Have questions? Please contact Holly Carpenter, Team Leader Customer Service for a confidential discussion on Ph: 02 6566 3200.

Please Note: Our recruitment notification process is primarily via system generated emails.  Please ensure your email is correct before submitting your application to avoid missing crucial updates. 

If you experience any difficulties applying online, please contact the Recruitment team on 02 6566 3200 or email jobs@kempsey.nsw.gov.au

Thank you and good luck with your application.

Kempsey Shire Council is an equal opportunity employer and we celebrate our diverse, inclusive and values-led workforce. We welcome and encourage applications from Aboriginal and Torres Strait Islander people, people with diverse culture and linguistic backgrounds and people with a disability. In addition, Kempsey Shire Council will provide reasonable adjustments for suitably qualified individuals with disabilities. If you require additional assistance to participate in the recruitment process, please discuss with the advertised contact person. You can ask for reasonable adjustments to be made at any time during the recruitment process.