Contract Support Officer

About the role

This permanent full-time position supports the City’s waste operations, spanning kerbside waste, recycling, green waste, hard waste, mattress collections, and medical waste disposal. The role works with residents, contractors, and internal stakeholders to deliver strong customer service, manage enquiries, address issues and complaints, and help keep services running smoothly across the community.

The classification is Band 5, with a salary of $83,436 per annum plus superannuation.

What you will do

• Carry out daily contract support tasks accurately and within agreed timeframes.
• Assist the Waste Services Department with business support, including handling questions about service arrangements, pricing, and escalated requests or complaints.
• Prepare, update, and maintain service records, datasets, and reports in a timely and accurate way.
• Apply established policies, procedures, and systems consistently in the areas you support.
• Help manage consumable contract stock such as stickers, promotional materials, bin components, and mobile garbage bins.
• Support the bin inspection and audit program, including issuing notices to residents and keeping records up to date.
• Build constructive working relationships with colleagues, customers, and subject matter experts across the organisation.
• Identify and implement process improvements that strengthen workflow efficiency and improve communication between customers, contractors, and Council officers.
• Keep accurate records of customer requests, complaints, and outcomes to support service reviews, reporting, and contract management.

About you

To succeed in this role, you will bring a qualification in administration, customer service, or a related field, and/or relevant experience in a similar role within a comparable organisation.

Additional requirements

• Proven capability in customer service and contract support.
• Strong computer literacy, including experience using customer relationship management systems in a busy environment.
• Good interpersonal skills with the ability to support, influence, and work collaboratively with stakeholders.
• Well-developed written and verbal communication skills.
• Ability to manage a range of stakeholders and work with different groups to achieve outcomes.
• Capability to recognise and deal with unreasonable customer behaviour.
• A current Victorian driver’s licence.
• Preferred applicants will need to complete a National Police Check as part of recruitment, funded by the City.

Child safety commitment

The organisation maintains a child-safe environment with zero tolerance for child abuse. Policies, procedures, and mandatory training are in place to support employees, volunteers, and contractors in meeting these obligations.

Diversity and inclusion

The City aims to reflect the community it serves and welcomes applicants from First Nations communities, culturally and linguistically diverse backgrounds, LGBTQIA+ communities, people with disability, and people of all genders, ages, and lived experiences.

Who we are

From parks and offices to childcare centres, depots, leisure facilities, the Wool Museum, and the waterfront, the team helps shape a growing and vibrant community. The organisation focuses on getting the essentials right, working collaboratively, and delivering sustainable outcomes that create lasting impact.

Accessibility

Accessibility support is available, and candidates are encouraged to discuss any adjustments they may need during the recruitment process.

Applications and enquiries

For further details, a position description is available. Enquiries can be directed to Terry Pendergast, Waste Contract Support Supervisor, at [email protected]. Candidates seeking reasonable adjustments for their application process can contact the Talent Acquisition team at [email protected] with their preferred communication method and contact details.

Demographic information is collected for outreach analysis and is kept strictly confidential. It is not shared individually.