Gas customer service officer job description

No formal trade qualification is required. The essentials are working rights in Australia and strong communication and systems skills. Preferred qualifications include previous contact-centre or customer service experience, familiarity with utilities or energy billing, and a senior secondary certificate. Focus on communication ability and systems confidence rather than over-qualifying the role.

Mandatory requirements should include working rights in Australia, strong communication skills and confidence using CRM and billing systems. Preferred qualifications typically include prior contact-centre experience, utilities or energy knowledge and a Year 12 certificate. Keeping entry requirements reasonable widens your candidate pool for a role that is often trained on the job.

Yes. Many gas retailers and distributors successfully hire and train customer service staff without prior contact-centre experience. Entry-level roles focus on attitude, communication and the ability to learn systems. Clear job descriptions help candidates understand expectations and self-select appropriately, and structured onboarding brings new officers up to speed on billing and fault processes.

It is desirable but not essential. Understanding gas billing, connections and meter processes helps officers resolve enquiries faster, but these are usually taught during onboarding. Strong communication, empathy and systems skills are more important selection criteria than prior energy-sector experience.

This depends on your business needs. Casual officers offer flexibility and suit variable call volumes, but attract a 25% casual loading. Permanent part-time and full-time staff provide consistency and may improve retention in a role that relies on system knowledge. Many contact centres use a mix — permanent staff for core coverage and casuals for peak periods.

Under the Gas Industry Award (MA000061), penalty rates include Saturday at 150%, Sunday at 200% and public holidays at 250%, with afternoon-shift loading at 115% and night-shift loading at 130%. Overtime is generally paid at 150% for the first hours and 200% thereafter, and casuals receive a 25% loading. Use award interpretation software to calculate rates accurately.

Key elements include the position title and classification level, employment type (casual, part-time or full-time), hourly rate or salary, applicable award, reporting structure, main duties, work location and required systems skills. For casuals, include the casual loading percentage. Use our digital employment contracts to simplify this process.

Because customer service officers often cover afternoons and weekends, the correct penalties under MA000061 must be applied to each shift. Track worked hours accurately with time and attendance and apply the award automatically with award interpretation to reduce payroll errors. Our overtime and penalty rate calculator helps you estimate costs in advance.

Best practice is to publish rosters well in advance so staff can plan around afternoon and weekend coverage — many employers use 7 or 14 days. Check the specific notice and change provisions in the Gas Industry Award and your agreement. Using rostering software helps ensure compliance and gives staff visibility of their upcoming shifts.

Match staffing to forecast demand by analysing historical call patterns and building shifts around peak periods. Use rostering software to schedule the right number of officers for each interval and see our how to roster gas staff guide for a step-by-step approach to demand-based scheduling.

Multiply the officer’s award rate by the hours worked, then apply any applicable penalties or casual loading for the shift. Our shift cost calculator does this automatically, and award interpretation applies MA000061 rates so your rostered cost matches what is actually paid.

Collect availability preferences during onboarding and update them regularly. Use staff availability management tools to track when each team member can work, and set clear policies about minimum availability and how to request changes. This simplifies roster creation for afternoon and weekend coverage and reduces last-minute gaps.