About Us 

At Penrith City Council, we’re passionate about people; in our community and in our workplace. We want you to be able to be your best self and we get that work is just one part of your life, so we’re here to support you in the moments that matter. As the winner of the 2020 Local Government Excellence in People and Culture Award and an Excellence Award in the 2020 Australian HR Awards, you can be confident in joining a workplace that offers truly outstanding benefits, including:

• A range of flexible work arrangements
• 18 weeks paid maternity leave
• Health and wellbeing leave
• 15 days personal leave
• Significant financial and leave support for undertaking further education 
• Diverse salary packaging
• And much, much more! 

Customer Experience is the face of Penrith City Council. We are the first point of contact for all customers and residents. We manage enquiries through our front counter, phones service and online. Our team prides itself on being vibrant, friendly, helpful and professional. We offer an efficient and consistently high standard of service to our valued customers, while also seeking creative solutions to ensure customer satisfaction and engagement. 

About the role 

We are seeking passionate, dynamic and motivated people with a genuine focus on customers, to join Penrith Council’s Customer Experience team. This position will work across multiple channels including handling incoming phone and digital enquiries as well serving customers at our Council Offices. Our Customer Experience Officers enjoy regularly working from home on a rostered basis.  

You will join a vibrant and energetic team who are passionate about delivering on our Customer Promise to the Community. These positions are ideal for motivated, helpful and reliable people who are focused on providing outstanding customer service. This position is often fast paced, and any applicants must have a willingness to learn as well as use their initiative to problem solve.  

Essential Criteria:  

• Minimum 3 years customer service experience in a contact centre or customer facing role  
• Proven ability to meet time constraints and manage multiple tasks    
• Outstanding interpersonal, verbal and written communication skills  
• Demonstrated experience in using computerised databases and PC applications  
• Well-developed negotiation, problem solving and decision-making skills  
• Demonstrated competency in cash handling   
• A current Class C Driver Licence   
• Are you vaccinated for COVID-19 or do you have a Medical Exemption?  

 Desirable Criteria:  

• Tertiary qualification in Customer Service or a related field  
• Experience in local government or a large diverse organisation   
• Demonstrated knowledge of Council’s business activities  

Commencing salary: $69,186 per annum, plus 10% Superannuation. 

You may be required to undertake background checks, as relevant to the position for which you have applied 

Visit careers.penrith.city to view the position description and to find out more information about employment with Penrith City Council. To submit your application, please apply online using the link below.  

In addition to a cover letter and resume, applicants are required to submit comprehensive responses to the selection criteria (listed above) as a part of their initial application. Applicants who do not meet the essential criteria will not be considered. 

Completed applications must be received by 11.55pm on the closing date. Please allow 4 weeks from the closing date for the processing of your application. 

For further information about the position, please contact Amelia Wallace, Customer Experience Team Leader, on 4732 7591. 

Council practices EEO and WHS principles. 

Applicants must have the right to live and work in Australia to apply for this position.  

Penrith City Council is committed to ensuring the safety of our people and community during the COVID-19 pandemic.  

Many of our employees are currently working remotely or in a way that is different to normal, which may impact our recruitment processes including time to respond to applicants and conducting online interviews instead of in-person. Some roles may also require temporary remote working arrangements; if applicable, this will be discussed with you at the time of interview.   

We thank you for your patience and understanding during this time.