Customer Experience Officer at Clarence Valley Council

Job Description:

Latest job information from Clarence Valley Council for the position of Customer Experience Officer. If the Customer Experience Officer vacancy in Grafton NSW matches your qualifications, please submit your latest application or CV directly through the updated Jobkos job portal.

Please note that applying for a job may not always be easy, as new candidates must meet certain qualifications and requirements set by the company. We hope the career opportunity at Clarence Valley Council for the position of Customer Experience Officer below matches your qualifications.

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... We are recruiting for multiple Customer Experience Officer positions: 

Full-time permanent position:   •   70 hours per fortnight  •   the package: $62,123 to $74,083 plus superannuation per annum  •   location: Grafton/Maclean (to be negotiated) 

Full-time term contract:   •   70 hours per fortnight  •   the package: $62,123 to $74,083 plus superannuation per annum  •   location: Grafton/Maclean (to be negotiated) 

Part-time term contract: •   part-time - hours as negotiated  •   the package: $34.00 to $40.55 per hour, plus superannuation  •   location: Grafton/Maclean (to be negotiated) 

Casual contract:  •   hours as required  •   the package: $34.00 to $40.55 per hour, plus 25% casual loading, plus superannuation  •   location: Grafton/Maclean (to be negotiated) 

About the role Council has opportunities for talented customer experience staff to join our team. We have a full-time permanent position available along with full-time/ part-time term contracts and casual positions.

Your main responsibilities will include:  •   Responding to, referring and resolving enquiries from the public in an empathetic and timely manner;  •   Providing information on Council's services and facilities to customers;  •   Resolving general telephone, counter and online enquiries from the public and provide written responses within the agreed corporate guidelines; and  •   Processing payments received from the public, ensuring they are receipted according to Council's procedures. 

As the successful candidate, you will have:  •   Demonstrated experience in delivering an excellent standard of empathetic, customer focused service in a customer centred role;  •   High level organisational and well-developed administrative skills;  •   Technological skills to fulfil the requirements of the position; •   Well-developed verbal and written communication skills;  •   Ability to prioritise and complete customer enquiries to the expected standard in a timely manner. 

A full training program has been developed to enable your journey with Council Customer Service Centre operating hours are between 8.30am and 4.30pm (Monday to Friday). 

We are committed to fostering diversity in our team and are open to accommodating reduced working days or hours to ensure a healthy work-life balance.   To be considered for this position you will need to: •   Address the essential requirements of the role as per position description  •   Supply relevant certificates and licences  •   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. Please indicate in your cover letter which type of contract you are applying for.  •   Target questions - answer the target questions - maximum 300 words each question Q1. Can you describe a time when you had to balance empathy with efficiency to meet a customer's needs? How did you manage their expectations, and what was the outcome? Q2. Provide an example of a time when you had to think critically and solve a problem under pressure. What steps did you take, and what was the outcome?   Contact Lynette Burley, Coordinator Customer Experience on 02 6643 0***. 

Closing date Tuesday 2 September 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.

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. 

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.

Job Info:

• Company: Clarence Valley Council
• Position: Customer Experience Officer
• Work Location: Grafton NSW
• Country: AU

How to Submit an Application:

After reading and understanding the criteria and minimum qualification requirements explained in the job information Customer Experience Officer at the office Grafton NSW above, immediately complete the job application files such as a job application letter, CV, photocopy of diploma, transcript, and other supplements as explained above. Submit via the Next Page link below.