Customer Liaison Officer

Yarra Ranges Council

Why work anywhere else!

With aspirations of Innovation, Trust and Empowerment driving everything we do at Yarra Ranges Council, we inspire people to create a better future through:

Stronger collaboration across teams
Continuously looking  for better ways to deliver
Encouraging our people to be courageous, authentic and accountable
Improving outcomes for our community
Whenever our customers and community engage with us, we want it to be a positive experience. Our Customer Liaison team is dedicated to improving our customers’ experience, leading our organisation to be responsive, accountable and empathetic to our community’s needs.

To continue to improve our Customer Experience, we are looking for exciting new Customer Liaison talent to join our team. Customer Liaison Officers are hungry for better outcomes for our customers. As the central coordination point for complex complaints, Councillor and CEO requests and Ombudsman enquiries, Customer Liaison Officers take ownership for customer’s challenges, look to identity opportunities for early resolution and champion better outcomes for our customers. The role is also responsible for investigating, compiling relevant history and ensuring that all final responses address the customer’s concerns and are accurately documented. You will have excellent written skills and be able to take complex information and turn it into plain English, and also be able to guide other internal teams to develop quality correspondence.

Salary from $36.54 per hour (Band 5), plus superannuation
Two Temporary Part Time roles available:Position 1 – 26.6 hours per week until 24 December 2021
Position 2 – 22.8 hours per week until February 2022
What you’ll bring to our team

Passion for delivering an exceptional customer experience

Experience in dealing with complex and escalated issues
Experience translating technical/complex information into plain English.
Experience using corporate document systems (preferred)
Experience working in a fast-paced environment
Skills in working with people across different business units
Previous experience working for a Council (preferred)

Why you’ll want to join us

As part of an innovative workplace that supports and enables collaboration, our employees enjoy a wide range of benefits including:

Flexible working hours
Free onsite car parking
Close to public transport
Activity Based Working environment
Access to professional and career development opportunities

Why wait, apply now

To ensure your online application is complete, please attach your Cover letter, CV and your response to the below selection criteria: (otherwise referred to as Competencies, which form the basis of the behaviours required to be successful in this role), these are also outlined in the position description attached.

Managing Work (includes Time Management)

Effectively managing one’s time and resources to ensure that work is completed efficiently.


Clearly conveying information and ideas through a variety of media to individuals or groups in a manner that engages the audience and helps them understand and retain the message.

Customer Focus

Ensuring that the customer perspective is a driving force behind business decisions and activities; crafting and implementing service practices that meet customers’ and own organisation’s needs.

Contributing to Team Success

Actively participating as a member of a team to move the team toward the completion of goals

Click to view the position description or for further information about our recruitment process visit  our Careers at Yarra Ranges page.

Contact for enquiries: Lucy Proctor (03) 9294 6185
Closing date: 11.59pm, Friday 03 September 2021

Conditions of employment are in accordance with the Yarra Ranges Shire Council Enterprise Agreement 2019 and our Corporate Code of Conduct.   Applicants will require the following:

National Police Check
Working with Children Check
Australian licence in line with Council’s Fleet Policy and Vic Road Regulations
Yarra Ranges Council is an equal opportunity employer that is committed to conversations for all positions about flexibility that works for you, be it full-time / part-time / job-share / purchased leave.  We are committed to a culturally safe workplace that fosters diversity and inclusion and to the protection of children against child abuse in line with the Victorian Child Safe Standards.


Upload your CV/resume or any other relevant file. Max. file size: 256 MB.

Upload your CV/resume or any other relevant file. Max. file size: 256 MB.

Contact us

Yarra Ranges Council

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