Customer Experience Officer

Casual

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...

• casual

• the package: $34 to $40 per hour plus superannuation and casual loading

• location: Grafton or MacleanAbout the role

Council has opportunities for talented customer experience staff to join our team.

We have Casual positions available. 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).

To be considered for this position you will need to:

• Address the essential requirements of the role as per position description

• Attach certificates and licences as listed in the essential requirements as a supporting

• document

• 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.

• Answer the target questions - maximum 300 words each question

Q1. Describe a situation where you had to manage multiple customer enquiries while dealing

with changing priorities. How did you stay calm and ensure accuracy?

Q2. Can you give an example of when you investigated incomplete or unclear information

from a customer? How did you clarify it and what steps did you take next?

Q3. Tell us about a time you had to deal with a difficult or frustrated customer. What was the

issue, and how did you resolve it?

Contact

Tammy Carr, Team Leader Customer Experience on 02 6643 0277

Closing date

Tuesday 28 July 2026 at 11.30 pm (NSW time).

Other important information

This position is located at Council's Grafton or Maclean 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.

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.