Senior Customer Service Officer - Contact Centre

• Join a dedicated team focused on enhancing customer experiences.
• Engage in a dynamic work environment with diverse customer interactions.
• Opportunity to lead and support team members in a collaborative culture.
• Be part of the digital transformation journey of Sutherland Shire Council.

Sutherland Shire Council is committed to delivering exceptional service to our community, prioritising customer satisfaction and engagement. Our Customer Service Team serves as the vital link between the Council and our customers, ensuring seamless communication and service delivery.

We strive for continuous improvement in our operations, fostering a collaborative atmosphere that encourages innovation and responsiveness to customer needs.

The Senior Customer Service Officer will play a crucial role in providing high-quality customer service across multiple touchpoints, supporting the effective resolution of inquiries and enhancing the overall customer experience.

This position involves leveraging in-depth knowledge of Council’s policies and systems to assist team members, contribute to the omni-channel service delivery, and actively participate in the digital transformation of our customer service operations.

The successful candidate will possess a strong background in multi-channel customer service roles and demonstrate a commitment to delivering exceptional service.

• Proven experience in high-volume call centres, face-to-face, and digital customer service environments.
• Ability to provide expert advice and support to a small team in day-to-day operations.
• Strong problem-solving skills with a proactive approach to resolving customer issues.
• Excellent communication and interpersonal skills, particularly in managing complex customer interactions.
• Experience in handling financial transactions and utilising various software applications.

We are looking for a passionate individual who thrives in a fast-paced environment and is eager to adapt to evolving customer needs while promoting a culture of continuous improvement within the team.

Join our Team and Grow with Us!

If you are ready to take on a challenging and rewarding role that makes a real difference in the community, apply now to join our team at Sutherland Shire Council!

• Apply by responding to our online application questions and submitting your resume outlining why we are a great fit!
• Get your application in by 11.59pm: Tuesday 8 September 2026
• Interview date: Interviews will be facilitated within 2 weeks of the closing date
• Package: $91,655 - $97,152 gross p.a. plus 12% superannuation.
• Hours of work: Permanent Full Time. You will have the option of a 19 day month through Council’s flex system.   
• To benefit your wellbeing you will have access to fitness passport, employee assistance program, annual flu shots, health and wellbeing programme and novated lease options.

Suitable candidates are subject to pre-employment screening which includes Reference Checks, Work Rights Verification, Identity and Functional/Medical History Checks, and will also include a Criminal History, Qualification and Working with Children Check. Employment is subject to clearance of all these checks.

Reach out to Lauren McDonald ••••@ssc.nsw.gov.au Team Leader Customer Service Operations for any job specific enquiries.
Alison Wady ••••@ssc.nsw.gov.au Talent Acquisition Business Partner, can assist with any recruitment related enquiries.

Click on the link to check out the Position Description

Council is a Child Safe Organisation and is committed to ensuring the NSW Government’s Child Safe Standards are incorporated in our procedures, practices, programs, and events.