Shoalhaven City Council

Customer Experience Officer

• Permanent / Full Time
• Salary: $71,228 - $80,059 gross p.a. plus 12% Super
• 35 hours per week (Monday to Friday) with the option of flexitime
• Located at Nowra Administration Building, Bridge Road
• Applications close: Tuesday, 22 September 2026 (at midnight)

About the Role

Customer Experience Officers provide responsive and professional customer service across a range of Council functions, assisting customers via phone, face-to-face interactions, email, web chat, and online requests. Working primarily within Council's fast-paced Contact Centre, they manage a high volume of enquiries while delivering a positive customer experience. This includes:

• Embody Shoalhaven City Council's customer code by ensuring that all customers are dealt with efficiently, courteously and in accordance with Council's Customer Service Charter and Standards.
• Achieve positive results for the customer by behaving ethically, being openly accountable, and delivering an excellent customer experience.
• Quickly and sensitively identify customer needs as well as any other organisational related issues needing attention.
• Handle difficult customer situations in a calm and professional manner.

Please refer to the Job Description under the Job Attachments for a comprehensive list of duties, responsibilities and skills required.

About You

To be successful in the position, you will have:

• Certificate IV in Business (Administration), Customer Contact, or equivalent experience in a customer service role in the services industry
• Extensive experience in the provision of quality customer service
• Current Class C Drivers Licence
• Proof of Australian residency or citizenship, or authority to work in Australia (visa).

We are looking for a customer focused team player with strong communication skills, the ability to work in a fast-paced environment, and a commitment to delivering a positive customer experience. The ideal candidate will be adaptable, professional, and confident managing a high volume of enquiries.

How to Apply

To submit an application, click Apply and complete each step of the application. You will be required to attach your resume (and cover letter if required) and respond to questions regarding general information about you.

In addition, you will be required to demonstrate how you satisfy the requirements of the position by answering the below questions relevant to the essential criteria as outlined in the job advertisement.

1. At Shoalhaven City Council our corporate core values are: Collaboration, Adaptability, Integrity and Respect. Please choose one value and advise how you have enacted this value in a professional setting.
2. Please outline how you meet the essential criteria for this position including skills, qualifications, certifications and licenses relevant to this position.
3. Why do you want to work in a high-volume support environment?

Applicants who progress to pre-employment checks may be required to undergo a Qualification Check, Work Rights Verification, Reference Checks and Medical (Low Risk). Employment is subject to satisfactory outcomes for all required checks.

For tips and more information on how to submit a great application, please visit how to apply on Councils website. If you require assistance submitting your application, please contact the Talent Acquisition Team on 02 4429 3253 or 02 4429 3203.

Applications Close: Tuesday, 22 September 2026 (at midnight)

If you have any questions about this role, please contact Caitlin Spencer - Customer Data & Process Officer - 02 4429 3336

Why Work with Us

The Shoalhaven area is a unique place of great natural beauty, offering an enviable lifestyle and positive work-life balance. Our workforce is our greatest asset, and we pride ourselves on our people. Our teams are talented and inclusive and work together to provide better outcomes for our community, who are at the heart of everything we do. With a diverse range of professions and roles, we offer many career options and pathways, actively promoting opportunities and encouraging staff professional development.

Benefits include:

• Generous leave entitlements
• Long Service Leave after 5 years
• Option of flexitime for indoor staff
• 9-day fortnight for outdoor staff
• Flexible and remote working arrangements
• Novated lease arrangements available
• Opportunities for professional development and training
• Corporate wellbeing programs, including Fitness Passport and Employee Assistance Program (EAP), discounted health insurance
• NSW Welcome Experience

**Conditions apply as per the Local Government State award, and Council policies

Shoalhaven City Council is committed to creating a workplace that reflects our diverse community. We welcome applicants of all ages, abilities, and backgrounds, including Aboriginal and Torres Strait Islander peoples, veterans, people with a disability, culturally diverse individuals, and LGBTQIA+ community members. We ensure equitable recruitment practices, and encourage applicants living with a disability to request reasonable adjustments. As a Child Safe Organisation, we uphold the rights and safety of all children and young people.