Clarence Valley Council

Customer Experience Officer (Information Access)

Are you looking for a rewarding career where you can grow and develop while having the benefit of living in an idyllic North Coast location? Here at Clarence Valley Council, we strive to be a progressive employer that offers a rewarding and flexible work environment. Our vision is to create a community full of opportunity and our workforce is where we start to achieve our community aspirations.

Located in the Northern Rivers of NSW, we cover 10,441 square kilometres with the three major community hubs of Grafton, Yamba and Maclean. We are one of the biggest employers in the Valley and can offer you a rewarding career and a new lifestyle. Our goal is to be the employer of choice in the Valley, creating opportunities for those who live here already and for those who want to move here.

We are in an exciting period of transformation with a focus on employee engagement, satisfaction and delivering exceptional services and facilities for the community.

We strive to lead with openness and courage and want you to be part of that journey.

So come and join the team while enjoying all that Clarence Valley has to offer you and your family.

 Learn more about living in the Clarence Valley here.

What you need to know...

• permanent full time - 70 hours per fortnight
• the package: $64,296 to $76,674 plus superannuation per annum
• location: Grafton, NSW
• flexible work options for a healthy work/life balance
• enjoy the benefits of flex time 
• access to fitness passport 

About the role

Join Our Team as a Customer Experience Officer (Information Access)

Are you passionate about customer service and ensuring transparency in information access? This pivotal role focuses on fostering positive interactions with both internal and external customers by delivering effective and timely outcomes in information access.

Key Responsibilities:

• Serve as the primary point for requests for information enquiries and applications.
• Provide expert advice and support to customers, ensuring transparency and accessibility of information.
• Enhance Council's initial response to enquiries, ensuring professionalism and care in all customer interactions. 

What We Offer:

• An opportunity to positively impact the community by ensuring information is accessible.
• A supportive and dynamic work environment.
• Professional development and growth opportunities. 

About You: 

• Passionate about customer service.
• Strong understanding of information access legislation.
• Excellent communication and interpersonal skills.

If you are committed to making a difference and have a keen eye for detail, we encourage you to apply and join us in our mission to enhance customer experience and information accessibility.

Government experience in a similar role would be highly valued.

Download the position description here.

 To be considered for this position you will need to:

• Address the essential criteria
• Attach a cover letter (2 pages maximum) and an up-to-date resume (5 pages maximum) that clearly details your skills & experience as relevant to this position. You will need to demonstrate how you meet the focus capabilities and how your skills will enable you to achieve the key accountabilities.
• Target questions - answer the  target questions - maximum 300 words each question
• Q1. Tell us about a time when you encountered inconsistencies or gaps in information while working on a project. How did you address these issues, and what steps did you take to find a solution?
• Q2. Describe a time when you had to work with multiple stakeholders to achieve a common goal. How did you manage each stakeholder's different expectations and needs to ensure a positive outcome for the customer?
• Q3. Describe a situation where you had to ensure compliance with specific legislation, policies, or procedures in your work. How did you stay informed about the relevant requirements, and what steps did you take to ensure adherence while achieving the desired outcome for the customer? 

Contact

Lynette Burley, Coordinator Customer Experience on 02 6643 0257. 

Closing date

Tuesday 3 June 2025 at 11.30 pm (NSW time).

Other important information

This position is located at Council's Grafton office, however, this may change should business needs identify other work locations to be more appropriate to deliver our services in the future.

A probation period applies to this position.

How to apply:

• All applications must be lodged online via Council's website www.clarence.nsw.gov.au.
• Attachments such as certificates and licences must be combined into one document before you attach them to your application.
• For further information about the selection process including tips on how to address the selection criteria please refer to the Careers page on the Clarence Valley Council website. 

For this application you will be required to supply a resume and relevant certificates and licences.

Do you want further information on how to apply under the Capability Framework? Please read our How to apply for a job guide.

Council is an EEO employer and First Nations people are encouraged to apply.

Council also recognises the skills and attributes of veterans and welcomes applications from ex-service personnel.