Vacancy Details

ASSIST Officers x 4

  • Salary range Band 4 $69,949 - $79,670 (pro-rate for part-time_ + 11% super
  • 4 x fixed term (12 months) roles currently available with possible extension 
  • We have a diverse and inclusive culture with a supportive team. Ability to work across two sites located at either St Kilda or Port Melbourne Town Hall required

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 

Do you thrive in a fast-paced and supportive team environment? Love assisting customers? 

We are excited to be on the search for ASSIST Officers who are part of the Customer Service team that connects our people, community and customers to the wide range of services the City of Port Phillip offers whether that is on the phone or face to face on the front counter, right here at St Kilda Town Hall. 

As an ASSIST Officer, you'll be the extension of every service across the Council and be the first point of contact for most enquiries-providing guidance, connecting residents to relevant departments and actioning requests. 

Your enthusiasm, ability to dissect customer requests and provide accurate information, deal with sometimes difficult enquires whilst remaining positive and providing a high-quality customer experience will see you succeed in these roles. 

We have a passionate and driven team who all work together to deliver a customer service that positively benefits our community. An extremely rewarding career path where no two days will be the same!

Roles currently available: 

  • 4 x fixed-term (12 months) full-time positions

There may be future opportunities that arise, where suitable candidates from the process could be contacted. We do take into consideration part-time or job-share arrangements where possible.

Please note these roles are based onsite 5 days per week in the contact centre for the first 6 months to build capability and council knowledge, after this period you will rotate between contact centre, Port Melbourne and St Kilda Town Hall front counters with one day a week work from home available. 

Recruitment Process 

You are invited to participate in an engaging and relaxed recruitment campaign process. Candidates will join us as we provide an overview about life at the City of Port Phillip, understand exactly what it is like to work in our ASSIST (customer service) team, and to get to know each other a little better and ensure we are a great fit for each other, you will participate in a short 30-minute individual interview and group activity, with the added opportunity to see the space you might be working in and meet some of the team!

Note: We are currently planning for interviews and your insight to Council to be held in August 2024, however this is subject to change.  

What you might do 

  • Be the first point of contact for a broad range of enquiries via phone, in-person or online
  • Build and maintain meaningful relationships with new and repeat customers 
  • Accurately and efficiently record enquiries into our CRM
  • Take accountability to resolve enquiries on first contact where possible 
  • Contribute to our evolving customer experience and service to the community 

Who we are looking for 

  • People with positivity and a genuine passion for providing a great customer experience 
  • Experience working in call centre is beneficial 
  • Ability to think on your feet in a fast paced environment 
  • Confident in handling complaints and ability to de-escalate situations where necessary 
  • Front counter and cash handling experience desirable 
  • Confident to explain complex information to customers in a clear and concise manner 
  • People who are resilient, adaptable and supportive
  • And finally, an excellent team player!

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 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 work and grow together, thinking creatively and strategically with courage, integrity, and accountability to put our community first.  

What’s in it for you 

  • A knowledgeable and supportive team, so you feel comfortable and confident 
  • 2 week induction program, followed by 2 weeks of practical coaching and training 
  • Great opportunities to develop and career progression within your team or across council after 12 months 
  • Study assistance allowance of up to $4000 per year and 6 hours per week study leave for approved learning 
  • An active social club, supportive health and wellbeing program, and a well- regarded Employee Assistance Program (EAP), and ability to salary sacrifice new technology, superannuation and vehicles  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 

Important pre-employment requirements   

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

  • Evidence of qualifications if applicable 
  • Sufficient proof of right to work in Australia, and proof of 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, work experience, and alignment to our key selection criteria. You got this! 

Please submit:

  • Resume – latest and detailed version  
  • Cover letter expressing why you are interested & suitable for the role and response to the Key Selection Criteria (KSC) found on the Positions Description (PD) no longer than 2 pages.  

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

For further information please contact Louise Fali, Team Leader ASSIST via email Louise.Fali@portphillip.vic.gov.au 

Applications close 11.59pm on Sunday 30 June 2024. 

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 Shane Turner (Recruitment Advisor) on phone 0421 757 521 or email: recruitment@portphillip.vic.gov.au 

South Melbourne > Port Melbourne > Albert Park > Middle Park > St Kilda > Balaclava > Ripponlea > Elwood