City of Melville is seeking a motivated and collaborative Customer Relations Support Specialist to provide operational support to the City’s Contact Centre. Reporting to the Coordinator Customer Relations, this temporary full-time role is central to strengthening capability across the Customer Relations team through training, knowledge management, quality assurance, and continuous improvement initiatives. This is an exciting opportunity for someone passionate about customer service excellence, learning development, and improving systems that support high-quality service delivery. Location: City of Melville Civic Centre Salary: Level 5 $87,078.06 to $92,331.34 p.a. 12% Super Employment Type: Temporary Full Time (15 Months until June 2027) About the Role You will lead the development, delivery and ongoing optimisation of training programs and quality assurance initiatives while ensuring alignment with organisational priorities. The role also manages the Contact Centre knowledge base, working closely with internal stakeholders to enhance policies, procedures, and overall customer experience. What You’ll Be Doing Manage and maintain the customer relations knowledge base, ensuring it remains accessible, accurate and user-friendly Develop learning guides, process documentation and training materials in collaboration with subject matter experts Deliver training, coaching and technical support to Customer Relations Officers (CROs) across business processes and systems Conduct quality assurance audits across contact channels and provide constructive coaching feedback Identify capability gaps, learning needs and opportunities for service improvement Support initiatives that improve customer experience, productivity and first contact resolution Assist with implementation and monitoring of quality assurance principles Foster collaboration across the organisation to support strategic goals and continuous improvement Promote safe, sustainable and compliant work practices Provide backfill support as a Senior Customer Relations Officer when required About You You are customer-focused, organised and proactive, with a passion for learning development and service excellence. You enjoy collaborating with stakeholders, improving processes, and empowering teams through knowledge and coaching. Essential Requirements Relevant tertiary qualifications in customer service, business, or related discipline (or equivalent experience) Excellent interpersonal skills with the ability to build collaborative relationships Strong written, verbal communication and facilitation skills Demonstrated problem-solving and negotiation skills Experience working in a customer service or contact centre environment Experience developing learning or knowledge content for diverse audiences Highly developed organisational, planning and time-management skills Ability to work both independently and as part of a team Desirable Requirements Knowledge of Learning or Knowledge Management Systems and best practices Understanding of customer experience principles and methodologies Experience within local government How to Apply Apply online via the Apply button and provide a comprehensive resume and cover letter (no more than 2 pages) demonstrating fulfilment of essential requirements outlined in the Position Description attached. Closing Date: Friday, 27 February 2026, 11.59PM AWST. For further information about this position, please contact: Vandana Kadian , Customer Experience Program Manager on 08 9364 0 . If you are interested in this exciting opportunity, we strongly advise you apply as soon as possible as the City reserves the right to close this advertisement before the closing date. Why The City of Melville? We are a welcoming and diverse community that enjoys a blend of retail and business precincts and an abundance of open spaces in a unique, natural landscape, along the shores of the beautiful Swan and Canning Rivers. We are proud to be recognised as an Inclusive Employer 2024-2025 – a prestigious award that benchmarks workplace inclusion across various diversity areas. This recognition is the only one of its kind in Australia and highlights our commitment to fostering a workplace where diversity is celebrated, and inclusion thrives. In everything we do, we focus on our EPIC values of Excellence, Participation, Integrity and Caring and we aim to achieve an inclusive, vibrant, and sustainable future. Why Belong? Elevate your work experience with the City of Melville’s benefits! Join an award-winning, Inclusive Employer recognised for diversity, accessibility and welcoming workplaces Enjoy annual salary increases of 4%, effective each year from 1 July 2025 to 1 July 2027 Enjoy flexible working arrangements that help balance work and life Stay active with a free LeisureFit membership Save time and money with free on-site parking Celebrate your special day with Birthday Leave – no work on your big day! Access paid parental leave to support your family Take more time to recharge with 2 extra days of annual leave plus the option to purchase additional leave (up to 10 weeks off per year) Benefit from a generous superannuation co-contribution of up to 15.5% Maximise your pay with salary packaging and novated leasing options Grow your career with structured professional development and study assistance programs Look after your wellbeing with wellness initiatives and Employee Assistance Programs Connect outside of work with a vibrant social club The City of Melville celebrates diversity, inclusion, and belonging. We welcome and strongly encourage applications from individuals of all backgrounds, including but not limited to Aboriginal and Torres Strait Islander peoples, people from culturally diverse backgrounds, and people living with disabilities. Please note that the City does not offer visa sponsorship. While permanent positions are generally only open to Australian citizens or permanent residents, permanent positions may occasionally be filled on a fixed-term basis. In such cases and for fixed-term or casual roles, applicants with temporary unrestricted work rights in Australia (and residing in Perth) may be considered, provided they have unrestricted work rights for the duration of the appointment. All candidates applying for a position where the use of ‘plant and machinery’ or driving a vehicle is an inherent requirement of the role and other ‘high risk’ facilities where public safety is at risk, will be required to pass a drug and alcohol test as part of a pre-employment medical. We appreciate the interest from Recruitment Agencies in collaborating with us, however, at this time, the City of Melville is managing the recruitment process for this role. Please refrain from submitting candidate profiles to our team. Rest assured, should the need for external assistance arise in the future, we will not hesitate to reach out to recruitment agencies.
