Customer Contact Consultants

Customer Contact Consultants

About your new branch

Our branch 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 branch.

About your new role

Customer Contact Consultants 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 Contact Consultants assist customers with thousands of enquiries each year across multiple channels such as phone, email, webchat, and in-person.

You will be based initially at our primary Contact Centre in Bundall. However, future opportunities are also available at our other five (5) locations, Helensvale, Nerang, Palm Beach, Southport, and Upper Coomera, as well as work from home.

Support provided to set you up for success is well-documented knowledge articles, classroom training, dedicated post-go-live support, and ongoing professional development and upskilling opportunities.

Hours of operation are 7am to 6pm, Monday to Friday, on a roster basis, with rosters published four weeks in advance.
We are recruiting for multiple 'fixed-term full time' positions commencing early July, initially up to 12 months contract duration. These are nine (9) day fortnight positions with a rostered day off (RDO) each fortnight. Future permanent opportunities for top performers as they become available.

For more information, view the position brief by clicking the paperclip icon in the top right corner of this screen.

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, and doing so efficiently.
• You are adept at problem-solving, seamlessly navigating multiple systems, and able to work within documented processes.
• You can support the above with at least two years' experience working in a service-oriented multi-channel Contact Centre.

Be part of shaping the Gold Coast's future

The Gold Coast is inspired by lifestyle and driven by opportunity. We are the second largest Council in Australia.

As a 5-star employer of choice, we care about being the most flexible government organisation in Australia. We have a range of benefits to help you create the right balance:

• 9-day fortnight
• Flexible work arrangements to suit your lifestyle
• Personal and professional development courses
• Access to 350+ fitness facilities through Fitness Passport
• 4 free confidential counselling sessions a year for you or an immediate family member
• 1 free nutritionist and financial advice session per year

We pride ourselves on our shared mission of being a high-performing, customer-focused organisation which delivers value-for-money services to the community. We're committed to creating a diverse workplace and inclusive culture.

Interested? Apply now

Click on the 'Apply' button below to complete your online application. As part of your application please upload your current resume that outlines how your skills, and experience would allow you to achieve success in this role. 

Please not applications that have not completed both elements will not be assessed by the selection panel.

Our selection process may include a one-way video interview via Criteria, a face-to-face or virtual interview via Microsoft Teams, reference checks via Xref and additional checks including police checks, employment history checks, qualification checks, pre-employment medical reviews and drug and alcohol testing.

Please note applications for all of our vacancies close at 10.30pm on the listed closing date.

The City of Gold Coast is an equal opportunity employer dedicated to promoting an inclusive and diverse workplace. We are committed to supporting an environment where all employees, regardless of their differences or similarities, feel valued, respected and supported. Aboriginal and Torres Strait Islander persons are encouraged to apply.