Working at AlburyCity is not just a job, you are connected to something much bigger. Every position, every person, every department is here for our community and to make a difference to where we work, live and play. We are here to learn, to grow, to achieve and to create genuine connections within our community.
The Position
To provide customer service excellence across our multi‐channel environment (face‐to‐face, contact centre and the online customer). You will consistently interpret and apply Council policy and legislation, resolve complex enquiries through accurate processing, decision making and continuous improvement.
Tasks and Responsibilities
* Deliver customer service excellence across multiple channels (telephone, face‐to‐face, and online), ensuring compliance with legislative requirements, Council policies, and privacy obligations.
* Ensure strict confidentiality and secure handling of all council information accessed during the course of employment.
* Accurately interpret and apply complex policies, procedures, and regulatory frameworks to provide authoritative advice on diverse Council services, including, but not limited to, water connections, permits, planning applications, waste management, and animal registration.
* Manage and process a broad range of administrative functions with precision and accountability, including applications, permits, and requests under GIPA legislation, ensuring Council's legal and reputational risk is mitigated.
* Exercise sound judgment and problem‐solving skills to resolve complex customer enquiries, reconcile competing priorities, and negotiate outcomes that balance community needs with statutory obligations.
Qualifications and Experience
* Customer Service Training or equivalent relevant work experience.
* Significant experience in a customer service role.
* Proven track record in processing complex applications/permits and managing sensitive or confidential matters.
* Experience in frontline receipting, cash handling, reconciliation and banking within audit/security frameworks.
* Experience mentoring or onboarding peers/new starters and contributing to continuous improvement initiatives.
Hours
Based on a 35 hour week, with actual days and times being Monday to Friday, 8.30am to 5pm, with an RDO in accordance with AlburyCity's RDO guidelines.
Benefits
Live and work in a culture‐rich location minutes from the Murray River, just a short drive to one of Victoria's best wine regions and with the ski fields so close you will be zooming down the mountains in under two hours.
Our conditions of employment support equal opportunities and an ethical, diverse, and inclusive workplace. We also recognise and value your priorities beyond work. It's important to us that you have a sustainable work‐life balance, so we offer flexible working arrangements, a nine‐day fortnight for full‐time staff, and a range of leave options and support programs.
We are committed to creating a diverse, equitable and inclusive workplace where everyone feels respected and supported. We encourage applications from all people, including Aboriginal and Torres Strait Islander peoples, people with disability, culturally and linguistically diverse backgrounds, LGBTQIA+ communities, and people of all ages and identities.
AlburyCity is committed to being a child safe organisation by creating cultures, adopting strategies and taking action to empower children. We work hard to keep them safe from harm because child safety is everyone's responsibility.
This role closes on 03 May 2026. Should you require any further information, please email maree.bice@alburycity.nsw.gov.au or call 02 6023 8786.
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