Customer Experience Officer (Casual)

Job No: GP851
Location: Bannockburn & Smythesdale

Customer experience Officer - Casual

  • Casual role with opportunity to grow
  • Fast-paced and dynamic role in a transforming organisation
  • Hourly rate starting from $40.22 (includes casual loading)

Golden Plains Shire Council provides a workplace where people matter, communities are connected, and the future is bright. We offer a future-focused culture, a sense of purpose and possibility, and real opportunities to strengthen and enrich our diverse and growing community.

To continue to deliver for our community, we are seeking a high performing and dynamic Customer Experience Officer to join our Team on a casual basis.

We are looking for someone willing to work a range of hours, Monday through Friday, at both of our Customer Hubs in Bannockburn & Smythesdale.  The role will include covering other team member’s annual leave & rostered days off as well as the opportunity to pick up shifts at short notice.

This role will provide you the opportunity to:

  • Ensure the highest level of customer experience through servicing residents, ratepayers, and stakeholders in a professional, courteous and efficient manner.
  • To provide accurate information and resolve customer enquiries through an omni channel experience whilst upholding our Customer Experience values and strategy.
  • Help drive first contact resolution and increase customer satisfaction across the shire.
  • Provide administrative support regarding the provision of Council’s services by assisting all departments across Council in the delivery of corporate objectives, strategies, and service level agreements.
  • Learn and deliver administrative duties across multiple departments in line with Council’s key calendar of events and legislative commitments.

Our ideal candidate will:

  • High performing and dynamic Customer Experience Officer who can consistently deliver at a high standard in a professional, courteous, and efficient
  • Proficiency in dealing with a diverse range of customers including proven ability to respond to complex cases by demonstrating conflict resolution skills and a solution focused approach.
  • Proven ability to work co-operatively in a team environment and build and maintain effective working relationships.
  • Proven ability to be able to handle multiple forms of customer communication including call-centre, in person and formal written correspondence.
  • Experience in administrative and clerical tasks.
  • A basic understanding of the role of local government and the services provided by the Golden Plains Shire Council.
  • Be flexible to work on a casual basis and cover other officers shifts on both a planned and unplanned basis.

 A career with us

Our people are our most valued asset - we understand the importance of providing a rewarding, inclusive and supportive work environment where all people are empowered to bring their best selves. 

We offer:

  • learning and development opportunities aligned to your role and aspirations, along with opportunities to work on a variety of projects and undertake secondments
  • a new corporate office space, modern amenities and free onsite parking
  • an environment where health, safety and wellbeing are prioritised in all that we do
  • an active Social Club

If you are ready to carve out a future with Golden Plains Shire Council and are ready to join a values driven and community focused organisation, we look forward to hearing from you. 

Don’t meet every single requirement?  If you’re excited about this role but your past experience doesn’t align perfectly, we encourage you to apply as our recruitment process considers both technical and cultural fit, and how our development program can support individuals to grow into roles.  You may just be the right candidate for this or another position at Golden Plains. 

For further information about the role and the key selection criteria, please view the Position Description available on Council's website ( or, for a confidential discussion, contact MJ Goulopoulos, Coordinator Customer Experience on 03 5220 7131.

How to apply 

Please submit your application by completing the form below and attaching a cover letter addressing the selection criteria, and current resume.  

We encourage you to talk to us about any adjustments or additional support you may require during the recruitment process, as well as how this role can be flexible for you. Please contact our People & Development team at to discuss how we can best support you. 

 Applications close on Sunday 21 August 2022 at 5.00PM. 

At Golden Plains Shire Council we are dedicated to building a diverse, inclusive and authentic workplace that allows staff to bring their whole selves to work. We believe that every individual has something valuable to offer. We are striving to build a workforce that reflects the community in which we operate and encourage applications from people of all ages, genders and cultural backgrounds. We recognise our proactive duty to ensure compliance with equal opportunity, child safe and other workplace-related legislation, and to eliminate all forms of discrimination. 

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