Customer Service ASSIST Officer 

• Salary Range Band 4 $75,181 to $80,090 plus 12% super.
• 3 x 12-month Fixed Term roles to backfill internal movement.
• Work on site five days a week with structured training and coaching to help you succeed.
• Join a dynamic team delivering contact centre and front-of-house services!

About City of Port Phillip 

We are a vibrant and diverse inner-city council stretching 20kms from South to Port Melbourne along the stunning bay beaches down to Elwood and out to St Kilda East with around 1000 people who all work together to deliver more than 100 programs and services to our engaged community of residents, businesses and visitors. What does that mean? Think, childcare, libraries, parks, recreation, waste rubbish collection, road maintenance, family and youth services, property & assets, city planning & development, customer experience, digital technology, governance, people, culture and safety, and of course South Melbourne Market!  City of Port Phillip has zero tolerance for child abuse and is a committed Child Safe organisation. 

What’s the role all about 

We are looking for three full-time (38 hours/week), 12-month fixed-term team members to start mid to late March 2026. 

As an ASSIST Officer, you are the first point of contact for the community, helping residents, businesses, and visitors navigate Council services with confidence and clarity. You will respond to enquiries through multiple channels including phone, online forms and face to face at our front counters. You will provide accurate, timely information, take ownership of requests, and ensure matters are resolved efficiently or referred to the appropriate service area in line with key performance targets.

In this role, you will be the bridge between the community and Council, supporting a positive experience at every interaction. Your work will include documenting enquiries, tracking requests in our CRM, following up where necessary, and identifying opportunities to improve processes and customer outcomes. You will contribute to a collaborative team culture, supporting colleagues and sharing knowledge to strengthen overall service delivery.

Please note: This role will be based in the Contact Centre for the first 6 months 

What you might do 

• Facilitate timely responses to customer enquiries by phone and in person, providing clear information, resolving matters at first contact where possible in line with set KPIs. 
• Drive accurate recording of customer enquiries, actions, and outcomes in the CRM in line with service standards and performance expectations. 
• Coordinate the escalation of complex or unresolved issues to the appropriate teams to ensure effective resolution and service targets are met. 
• Build strong relationships with customers and team members, contributing to consistent service delivery, and driving continuous improvement.

Who we are looking for 

• A candidate who can assess situations and find solutions efficiently, resolving enquiries while ensuring a high level of customer satisfaction.
• A professional who stays calm, adaptable, and focused in a fast-paced environment, maintaining composure under pressure.
• A positive and approachable team member with a strong customer focus and a proactive, can-do attitude.
• And an individual who welcomes feedback, embraces continuous learning, and is committed to delivering friendly, professional service at all times.

Our work environment  

We love what we do and are all proud to work at the City of Port Phillip. Yes, we are local council, and we are one with vibrancy, passion and ambition who are a welcoming, health conscious, diverse and inclusive. Our Main location at the iconic St Kilda Town Hall offers a heritage and modern open plan hub to work from where people can collaborate and develop both professionally and personally whilst planning and delivering a range of important services and programs to the community.  

Proudly as one we all take accountability to put our community first. Together we work, creatively and strategically we think and with courage comes growth and with integrity we perform. 

The ASSIST call centre is based at St Kilda Town Hall, a modern, open plan heritage building, operating Monday to Friday 8.30 to 5pm. 

Front counter services are available at Port Melbourne on Monday, Tuesday and Friday from 10am to 4pm, and at St Kilda Monday to Friday from 8.30am to 5pm.

You will work on site five days a week initially, with potential for hybrid work of up to two days from home once competency is achieved. 

What’s in it for you 

• Be supported and empowered to be your best by a passionate leadership team that encourages collaboration and innovation
• Discounted fitness membership with access to over 260+ gyms, pools, group classes and facilities across Melbourne for you and your family!
• Our work hubs are located close to our very own Child Care centres making accessing childcare a breeze!  
• Career development opportunities within your team and/or across council plus a great study assistance allowance of up to $4000 per year per person and 6 hours per week study leave (on approved courses only) 
• Flexible working conditions, an active social club, supportive health and wellbeing program, and a well- regarded Employee Assistance Program (EAP)
• Our very own Pride Network, that helps create an environment where each and every person can feel safe, welcomed, seen, and supported to bring their whole selves to work   
• 20 weeks paid parental leave and our pioneering 24 weeks paid leave for single parents 
• Access to novated leasing and salary sacrificed technology

Security Requirements and Professional Obligations   

Pre-employment screening will apply to all appointments.  

Prior to a formal letter of offer, preferred applicants will be asked to provide:

• Evidence of mandatory qualifications/registrations/licences,
• Sufficient proof of their right to work in Australia, and                                                       
• Sufficient proof of their identity. 
• Complete a National Police Check completed via City of Port Phillip’s Provider.
• Evidence of a Working with Children Check (employee type with City of Port Phillip registered as the organisation). 

So, what’s next?  

Hit that APPLY button now! 

Whether you think you meet all the requirements or not, we strongly encourage you to apply, as we take a holistic approach to considering your skills, life experience, and alignment to our key selection criteria. You’ve got this! 

Please submit; 

• Resume – latest and detailed version  
• Cover letter no longer than 2 pages that captures your response to the Key Selection Criteria (KSC) found on the Positions Description (PD).  

Note: Only applications submitted via the online Recruitment Portal will be considered. 

For further information about the role please contact Louise Fali – Team Leader ASSIST via email assistteamleaders@portphillip.vic.gov.au 

Applications close 11.59pm Sunday 15th February 2026

The City of Port Phillip is an equal opportunity employer, committed to an inclusive and accessible environment where diversity is valued. We actively welcome and encourage candidates from culturally and linguistically diverse backgrounds, First Nation and Torres Strait Islander candidates, members of the LGBTQIA+ community and candidates with a disability. 

If you have accessibility requirements or require an adjustment to participate in our recruitment and selection process, please contact Yass Mustafa (Recruitment and Employee Experience Advisor) on phone 0468 576 806 or email: recruitment@portphillip.vic.gov.au 

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