Customer Contact Officer - Albany, WA, Australia

Permanent Appointment

Join our team in Albany and make a difference by delivering reliable information and exceptional customer service to individuals and businesses. We are seeking a Customer Contact Officer to be part of our dedicated team.

Would you also like to work in a genuinely exciting and friendly work environment?

We value diversity and appreciate every individual’s perspective, bringing together a diverse and inclusive workforce to drive innovation and success. Whether it is enabling good governance to local communities, regulating racing, gaming and liquor activities, resolving consumer and trade disputes, monitoring compliance, protecting workers’ health and safety, or rolling out new technology to provide better customer service, LGIRS is committed to delivering for the benefit of WA and future generations.

The role

Our Customer Information Directorate is responsible for providing frontline customer centric service and information that is outward-facing, streamlined and responsive to meet the needs of the Department customers.

As a Customer Contact Officer in our Albany office, you will form part of a dynamic team responsible for providing excellent customer service and delivering consistent, accurate, and timely information in a demanding environment. Drawing on your experience in customer service and communication, you will play a vital role in supporting individuals and businesses by identifying and assessing their circumstances and providing relevant information.

Your strong interpersonal skills, combined with experience applying policies, guidelines and/or legislation will support you to confidently assess customer needs and provide accurate, consistent information.

You will contribute your ability to accurately record, retrieve and source information using technology and software applications, while actively participating in team discussions, coaching and training to support continuous improvement and a positive team culture.

Please refer to the Job Description Form (JDF) attached for further information regarding the position, including any specific requirements, leadership capabilities and pre-employment checks which will be assessed as part of the selection process.

Located in Albany, the position will provide you with historical sites and modern environmentally sustainable infrastructure. Albany boasts a range of planning, building, environmental, and transport facilities, along with family and community services to support living, working and raising families in a picturesque location. For further information, visit the City of Albany website – www.albany.wa.gov.au

While this selection process will initially be used to fill the above vacancy, it may also be used to fill other similar vacancies (permanent, fixed-term, full-time or part-time) within the department for the next 12 months, from the date that the recruitment breach period has been finalised.

Eligibility

To be eligible for a permanent appointment, applicants must be an Australian citizen, permanent resident, or have a visa to live and work indefinitely in Australia at the time of application. Applicants with a valid visa to work and live in Australia for a specific duration may be assessed and considered suitable for similar fixed term vacancies that arise.

To be eligible for fixed term employment you must be an Australian citizen, permanent resident, have a visa to live and work indefinitely in Australia or have a valid visa to live and work in Australia for the duration of the fixed term employment at the time of application.

Should a qualification be required for this position, applicants must provide their certification and/or academic transcripts to verify relevance to the job requirements. Qualifications obtained outside of Australia must be provided with an assessment from the Overseas Qualifications Unit to ensure they meet Australian Standards (this is a free service).

To work for LGIRS, you must consent to a Nationally Coordinated Criminal History Check and obtain a clearance before you start. If deemed suitable, LGIRS will coordinate and pay for your NCCHC as part of your pre-employment checks.

More information about eligibility requirements can be found on the Job Description Form.

Further information

Please contact Nancy Fotukava Helu, Regional Customer Services Coordinator on 0458 483 394 or via Nancy.fotukavahelu@lgirs.wa.gov.au or visit our website. You can also keep up to date on LGIRS achievements and activities by following us on LinkedIn.

How to apply

We ask for you to provide:

A detailed resume outlining your key achievements, work history, education and professional development and covering letter of no more than two (2) pages, addressing the following role specific requirements.

• Proven ability to identify and find solutions to meet customer needs.
• Experienced in using websites, computers and knowledge bases to locate and retrieve information.
• Demonstrated ability to work within given timeframes.

Shortlisted applicants will have their skills and experience in relation to the remaining role specific requirements and leadership behaviours assessed in further stages of the recruitment process. The complete list of role specific requirements and expected leadership behaviours can be found in the attached Job Description Form.

In the attached Applicant Information Pack, we offer further information on how to apply, and the range of incentives offered to employees who work with LGIRS. If you have any questions about employment conditions or the application process, or require any technical support when submitting your application online, please contact Claire Hodges, Recruitment Officer on (08) 9222 0940 or email RecruitmentandEngagement@lgirs.wa.gov.au.

To submit your application, click on the “Apply for Job” button at the bottom of this page. You will be asked to complete several questions, before attaching your resume and covering letter (where appropriate).

Supporting diversity and inclusion

LGIRS is committed to fostering an inclusive, respectful and supportive workplace. We want everyone to feel valued and empowered to contribute. Inclusion is central to our values of collaboration, accountability, respect, and excellence (CARE). We recognise that a diverse workforce strengthens our organisation. Different perspectives, experiences, and ideas help us better CARE for the Western Australian community. As an equal opportunity employer, and in accordance with the Equal Opportunity Act 1984 (WA), preference may be given to Aboriginal and Torres Strait Islander peoples, people with disability, young people, and people of diverse sexualities and genders.

We are proud members of the Hidden Disability Sunflower Program and the Australian Disability Network. LGIRS is also a nationally recognised Accredited Carer Friendly Employer through the Carers + Employers program. Our engagement with these programs and networks reflects our commitment to supporting accessible and inclusive employment for individuals, as well as those with caring responsibilities through flexible work practices.

We use the National Relay Service (NRS) to ensure we are accessible to people who are deaf or have a hearing or speech impairment. NRS can help you connect with us on:

• TTY/voice calls – 133 677
• Speak & Listen – 1300 555 727
• SMS relay – 0423 677 767

If you have any access needs that may require adjustment to allow you to fully participate in the application and interview process, including alternate methods of communication, or to request a document in an alternative format please contact us at RecruitmentandEngagement@lgirs.wa.gov.au

Closing Date: 4.00 pm on Monday, 16 November 2026 (WST)

Please ensure you allow yourself sufficient time to lodge your application online as late applications will not be accepted. It is your responsibility to ensure your application is submitted on time.

We look forward to receiving your application and considering you for this exciting opportunity to join our team.