City Assets Customer Experience Improvement Officer
Job No:
BC3559
Location:
Blacktown, NSW
Blacktown City is a growing and thriving city, located halfway between Sydney City and the Blue Mountains. With 460,000 residents, we are the largest and most diverse city in NSW, spread across 54 suburbs. Blacktown City is vibrant, dynamic and multicultural, home to a large First Nations community and people from more than 180 different birthplaces and languages.
With $26.43 billion regional economy, Blacktown City is also home to 34,000 businesses. Working at Blacktown City Council provides widespread, exciting professional opportunities. Our Council is leading the transformation of Blacktown City and Western Sydney. We are implementing a vision for a modern city, full of opportunity for our residents and businesses.
Our Council is led by highly skilled and experienced professionals, working with talented and passionate teams across a diverse range of business units. We are delivering high quality, customer-focused services, experiences, and facilities, and leading a program of strategic planning, activity and investment.
Blacktown City Council strives to be an inclusive workplace for all people. We welcome applications from all ages and genders, Aboriginal and Torres Strait Islander peoples, people from culturally diverse backgrounds, the LGBTIQ+ community, veterans and people with disabilities.
About the opportunity
We are seeking a customer‑focused professional to lead correspondence improvement across City Assets on a term contract, full-time basis for up to 2 years.
This role plays a key part in improving correspondence performance across the City Assets Directorate. It is responsible for managing correspondence systems, including CRM platforms, processes, and reporting, to ensure responses are timely, accurate, and consistent.
By improving the quality, clarity, and reliability of written responses, the role enhances the experience of residents, Councillors, and stakeholders. It supports operational teams to meet correspondence performance targets and strengthens practices for Councillor constituent requests, complaints, and general enquiries.
The role operates in accordance with all relevant legislation and Council requirements, including the NSW Work Health and Safety Act 2011, Work Health and Safety Regulation 2025, and Council’s Safety Management System.
Qualifications and experience
Essential:
- Minimum Diploma in Business Administration or a related field
- Solid experience in a similar field
- Strong written and verbal communication skills
- Able to provide professional and timely customer service responses
- Proven experience in managing and improving customer experience through a correspondence process in the context of a large organisation
- Experience in managing relationships with internal and external stakeholders
- Demonstrated proficiency in Microsoft 365 products such as Word, Excel, Outlook and Teams
- Demonstrated proficiency in SharePoint, TRIM/HPE CM and Microsoft 365 tools to manage workflows and information
- Current class C driver’s licence.
Desirable:
- Knowledge of applicable legislation/regulations
- Demonstrated high understanding of team engagement, process improvements, customer value chains and communication processes
- Ability to work within a team environment.
Remuneration and benefits
The salary and conditions of employment are in accordance with Blacktown City Council’s Enterprise Agreement.
- Entry level for this position starts at $1,621.31 per week
- 35-hour working week
- Opportunity to participate in Council's flextime arrangement
- Employee benefits such as leave entitlements (where applicable), 12% employer contribution payable to your nominated superannuation fund, Fitness Passport, gym membership discounts, and social clubs.
Our commitment to safety
Blacktown City Council is committed to safety. We have introduced alcohol and other drug testing at the pre-employment phase, and via a series of random and cause testing.
We are a child safe organisation that supports and promotes the safety, wellbeing and empowerment of children.
Position description
Click here to view or download the position description.
Apply now using our fast and easy-to-use online application process:
- Have your resume and any other relevant documentation ready to attach.
- Have a personal email address ready to use and complete your application without 'logging out' of the system.
- Review the questions and decide on your responses before commencing your application.
Best of luck.
Closing date: Friday 15 May 2026, 11.59 pm
Contact officer: Rebecca Cooper on 9839 6251
Internal ref: Term contract
