* Full Time | 9 Day Fortnight | 36 Hours
* $79,016.00 - $84,656.00
* This vacancy is open to City of Gold Coast employees only
About our new business unit
Customer and Channels is a diverse and dynamic business unit located within the Planning, Regulation and Service Gold Coast department. We manage various enquiries about the City of Gold Coast through multiple channels such as phone, email, webchat and in-person.
Our business unit supports the organisation in achieving our shared mission of being a high-performing, customer-focused organisation that delivers value-for-money services to our community. We embrace the principles of making people our priority, the Gold Coast being at the heart of everything we do, and we pursue growth and success. A strong focus on the safety and well-being of our team and providing opportunities to have fun and get to know each other are essential priorities within our business unit.
About your new role
Customer Service Officers are the first point of contact for members of the public interacting with the City of Gold Coast's wide-ranging services available to residents, businesses and visitors within the community. Our team of Customer Service Officers assist customers with thousands of enquiries each year across multiple channels such as phone, email, webchat and in-person.
Our Customer Service Officers work in multiple locations across the City: Helensvale, Nerang, Palm Beach, Elanora, Southport, Upper Coomera, Bundall and Broadbeach as well as work from home.
You will be supported and set you up for success! We have well-documented knowledge articles, classroom training, dedicated post-go-live support, and ongoing professional development and upskilling opportunities.
Hours of operation are 6:45am to 6pm, Monday to Friday, on a roster basis, with rosters published four weeks in advance.
We are recruiting for multiple permanent positions commencing from March 2026. These are nine (9) day fortnight positions with a rostered day off (RDO) each fortnight.
What you bring to your new role
* You have a customer-centric mindset and display behaviours contributing to a high-performance workplace culture.
* You know how to strike the right balance between providing friendly and professional service, reaching the proper outcomes for customers and the City.
* You are adept at problem-solving, seamlessly navigating multiple systems, and able to work within documented processes.
* You can support the above with two years' experience working in a service-oriented multi-channel Contact Centre.
How to apply
To submit your application, please click apply now and complete the application form. You will be required to upload your resume and a cover letter (no more than two pages) outlining how your skills, experience and personal attributes will enable you to be successful in this role. Please note that you may also be asked to provide relevant qualifications, where applicable.
Contact Person Carly Barnes / Alexandra McNulty
Closing Date Sunday, 08 February 2026 @ 11:59pm
We’re committed to creating a diverse workplace and inclusive culture. We take pride in people who align with our high-performance principles. We believe that the diverse makeup of our workforce reflects the community we serve. We consider all qualified candidates for employment, irrespective of race, age, religion, gender identity, sexual orientation, disability, or other protected characteristics by law.
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