Customer Focus Agent
- Respond to community enquiries across phone, email, social media, online and in-person channels, providing accurate and courteous customer service.
- Process customer requests, payments and service enquiries, and use Council systems to record and track interactions.
- Support the Customer Focus team with administration while managing competing priorities and complex enquiries collaboratively.
Do you want to make an IMPACT?
Customer Focus Agent
Morwell | Band 4: $38.37 per hour
1 x Permanent Full-Time Position
1 x Temporary Full-Time Position until 27 July 2027
We're looking for a two Customer Focus Agents to join our Customer Focus team. In this role, you'll be the first point of contact for many community members, providing outstanding customer service across a variety of channels while helping residents, businesses and visitors access Council services and information.
This is a great opportunity to join a fast-paced and rewarding customer service environment where you can make a positive impact every day by helping members of the community navigate Council services and find solutions to their enquiries.
Why Join Us at Council?
When you join Latrobe City Council, you'll make a real impact in your community while working in an inclusive, supportive and child safe environment that values your growth and wellbeing. We offer:
- Opportunities to support your learning, development and career progression.
- A collaborative team environment where you'll feel supported and connected.
- Meaningful work where you can make a difference in the community.
- A positive and inclusive workplace culture.
Join a team that supports you to thrive and empowers you to grow your career, right here in the heart of Gippsland.
What You'll Be Doing
- Respond to customer enquiries received via phone, email, social media, online channels, front counter and other customer contact points.
- Deliver prompt, professional and courteous customer service in line with Council's Customer Service Standards.
- Process customer requests, payments and service enquiries accurately and efficiently.
- Promote Council services and provide timely, accurate information to community members and stakeholders.
- Utilise customer management and request tracking systems to record and monitor enquiries.
- Support the broader Customer Focus team through administration and other duties as required.
About You
You bring a positive attitude, strong communication skills and a genuine desire to help customers achieve the best possible outcome.
You thrive in a fast-paced environment, can manage multiple priorities simultaneously and remain calm and professional when handling complex enquiries. Most importantly, you enjoy being part of a collaborative team that is committed to providing excellent service to the community.
Key Selection Criteria
- Demonstrated experience working within a dynamic customer service environment and the ability to provide a high level of customer service to internal and external customers.
- Demonstrated commitment towards supporting a team-based working environment.
- Demonstrated interpersonal skills to provide clear, concise and timely information to customers when dealing with complex multifaceted enquiries.
- Suitable business acumen to operate telephone customer management and tracking systems and experience using social media channels.
Successful applicants will be required to apply for and satisfactorily obtain a National Police Check and Working with Children's Check.
Interested or want to learn more?
Contact Lily Kilmartin - Team Leader Customer Focus on 0437 798 044. All discussions about recruitment at Council are confidential.
Ready to Apply?
Please click apply now to start your application. We're looking forward to receiving your application by 5.00pm on Friday 27 November 2026.
Belonging at Latrobe City Council
At Latrobe City Council, we are committed to creating a safe, inclusive and respectful workplace where everyone feels they belong. We have zero tolerance for child abuse and are committed to maintaining a child safe organisation. Our recruitment practices reflect this. We value diversity and welcome applications from people of all backgrounds, experiences and identities, including Aboriginal and Torres Strait Islander peoples.
We are committed to providing an inclusive recruitment process and offer support through our Indigenous Employment Program for Aboriginal and Torres Strait Islander applicants. For further information, contact IndigenousEmployment@latrobe.vic.gov.au or 1300 367 700. If you require reasonable adjustments at any stage of the recruitment process, please contact our Careers team at careers@latrobe.vic.gov.au or 5128 6113.
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