Customer Experience Officer

Company Description

Position: Customer Experience Officer
Location: Stirling, Western Australia
Type: Max-term full-time & part-time positions on a 12 month contracts are available.  Please add your preference in your application letter.
Salary: From $83,638.59 base salary + super

At the City of Stirling, we’re proud to be WA’s largest local government, serving over 243,000 residents with more than 200 community-focused services. With a workforce of 1,600, we’re committed to building an inclusive, capable and future-ready organisation. We invest in our people, embrace innovation, and offer a workplace where flexibility, wellbeing and growth are more than just words—they’re how we work.

Job Description

Are you passionate about delivering exceptional service and solving complex customer queries? As a Customer Experience Officer, you’ll be the first point of contact for our community - supporting customers across a hybrid working model that includes Contact Centre, digital channels, and front counter service. You’ll play a key role in shaping how we deliver service at the City of Stirling.

Why You’ll Love This Role
This is your chance to join a dynamic team that’s passionate about delivering exceptional service. You’ll be empowered to make decisions, solve problems, and contribute to continuous improvement across the City. Whether it’s supporting your colleagues or helping our community, your impact will be felt every day.

What You’ll Be Doing

• Responding to customer enquiries via phone, webchat, and in person
• Explaining policy and resolving complex issues
• Acting as first escalation point for challenging queries
• Supporting and mentoring team members as Floor Support
• Using multiple systems to provide accurate information
• Delivering and participating in training and coaching
• Collaborating on service improvement initiatives
• Driving customer-centric culture and continuous improvement

Click here for the job description.

Qualifications

What You’ll Bring
We’re looking for a customer service champion with a passion for problem-solving and teamwork. You’ll ideally bring:

• Experience in customer service and contact centre environments
• Strong verbal and written communication skills
• Ability to make quick, informed decisions
• Resilience and professionalism in challenging situations
• Initiative and a proactive approach to learning
• Ability to interpret queries and think on your feet
• Well-developed computer skills (Outlook, Word, Excel)
• National Police Clearance (under 3 months)

Additional Information

Why You’ll Love Working Here

Work Your Way – Flexible hours and free parking
Rewarding You – Boosted superannuation and extra leave options
Grow With Us – Leadership programs and study support
Explore all our benefits at http://www.stirling.wa.gov.au/employmen

Ready to Make a Real Impact?
If you’re ready to lead with purpose and be part of a team that values service, innovation and community - express your interest now and help shape the future of customer experience at the City of Stirling.

Additional Information
Questions? Reach out to Dijana Miloseski on (08) 9205 8963 9205 8963)
Applications close: Friday 18 September at 11.59pm (We may begin interviews before the closing date, so don’t wait!)

Max-term full-time & part-time positions on a 12 month contracts are available.  Please add your preference in your application letter.

The City embraces its diverse workforce by supporting work-life balance and offering opportunities for progression and development. Here at City of Stirling we celebrate and support inclusion and diversity.

We acknowledge the traditional custodians of the City of Stirling, the Wadjak People of the Nyoongar Nation, and the Aboriginal and Torres Strait Islander peoples of Australia. We will act with compassion and respect towards all people and value people of all abilities, ages, religions, faiths, sexualities, gender identity and cultural backgrounds.