Customer Experience Officer 

Make a Difference in a Growing Community

Mitchell Shire Council serves one of Victoria's fastest-growing municipalities, providing services and support to a diverse and expanding community.

Located just 40 minutes from Melbourne, our region offers the perfect balance of rural charm and urban accessibility. Join us and play an important role in delivering exceptional customer experiences that make a real difference to our residents, ratepayers, businesses and visitors.

About the Role

As a Customer Experience Officer, you will be the first point of contact for our community, delivering exceptional customer service within our contact centre.

Working within our Customer Experience Team, you will:

• Deliver outstanding customer service through Council's contact centre and other customer service touchpoints when required.
• Provide accurate, timely and courteous information and assistance across all areas of Council operations.
• Efficiently manage customer enquiries, requests and complaints, ensuring positive customer outcomes.
• Apply a proactive and analytical approach to resolving customer interactions through effective questioning, problem-solving, negotiation and conflict resolution skills.
• Tailor your communication style to meet the needs of diverse customers and provide an inclusive and positive customer experience.
• Work collaboratively within a team environment, sharing responsibility for managing workloads and customer demand.
• Build and maintain positive relationships with Council departments to ensure customers receive consistent and effective service.
• Contribute to continuous improvement initiatives that enhance the customer experience.

Part-Time and Casual Opportunities Available

This role is a permanent part-time opportunity. Remuneration begins at $71.3K to $74.7K (Band 4) plus superannuation (please note the salary is the full-time equivalent rate and will be paid on a pro rata basis according to the part time hours worked).

Casual opportunity with an hourly rate starting at $45.15 (Band 4) plus superannuation.

This role involves working a variety of shifts within Council's operating hours. Casual applicants must be available to work at short notice when required.

About You

To be successful in this role, you will have:

• Demonstrated experience working in a call centre or high-volume customer service environment (mandatory).
• Exceptional verbal and written communication skills.
• Strong customer service skills with a genuine passion for helping people.
• The ability to remain calm, professional and resilient when dealing with challenging situations.
• Proven conflict resolution, problem-solving and decision-making abilities.
• Excellent computer skills and the ability to quickly learn multiple software systems.
• Strong organisational skills with the ability to manage competing priorities and work effectively in a fast-paced environment.
• The ability to work collaboratively as part of a team while also working independently when required.
• Experience within local government, contact centres or customer service environments will be highly regarded.

Why Join Mitchell Shire Council?

• Be part of a supportive and collaborative team.
• Contribute to meaningful work that makes a difference in the community.
• Access ongoing learning and development opportunities.
• Work within a growing and progressive organisation committed to customer excellence.
• Enjoy flexible part-time and casual employment opportunities.

Further Information

For further information about this opportunity, please contact Jacqui Magriplis, Customer Experience Team Leader, on (03) 5734 6200.

Mitchell Shire Council are a Child Safe Organisation. The successful applicant will be required to obtain a Working with Children Check, prior to commencement. Mitchell Shire Council is an equal opportunity employer and committed to building a diverse, inclusive and respectful workplace. We encourage applications from people of all backgrounds and experiences and are committed to creating an inclusive workplace that reflects the community we serve.

Applications close at 5pm Friday 19 June 2026.