Call Centre - Customer Service Officer

Are you someone who craves a dynamic workday filled with diverse challenges? Do you possess an unwavering dedication to exceptional Customer Service and community support? Then we're eager to connect with you!

• Do you love a position which provides consistent variety in your day?
• Have a strong passion for Customer Service and assisting the community?
• Have experience within a Call Centre and can't imagine doing anything else?

LET’S EXPLORE THE JOB

Join our vibrant Customer Service team at Lake Macquarie City Council for an exciting opportunity. We're on the lookout for enthusiastic, driven, and seasoned Call Centre professionals to join us in a full-time temporary capacity at our Customer Service Centre.

Your day will be varied and challenging and will require you to demonstrate your well-developed communication skills, positive approach to problem solving and ability to thrive in a changing environment. By placing the customer at the centre of everything we do, this role will achieve customer satisfaction through positive and value-added interactions with our customers. Your responsibilities will include:

• Assist customers with their enquiries on all Council operations, ensuring alignment to the expectations set out in Council’s Customer Charter, whilst also adhering to relevant policies, legislation and processes.
• Adhere to the CSC workforce management process, and quality and coaching program framework.
• Ensure customer information, documentation and requests are recorded accurately and in accordance with required standards, legislation and policies across all relevant systems.
• Be proactive as a customer centric champion and provide suggestions for process improvement that will also contribute to a positive team environment.
• Develop and maintain effective relationships with key internal stakeholders.

Read the position statement and learn more about this exciting opportunity.

LET’S HEAR ABOUT YOU

• You have a Certificate III or above in a relevant qualification and/or experience in Customer Service delivery within a high-volume Call Centre.
• Previous experience within a similar position you will stand out from the crowd.
• Being passionate about working together to meet a common goal your teamwork skills are second to none.
• Having well-developed communication skills, including the ability to present a professional image through appropriate verbal and non-verbal communication is a must.
• Your well-developed conflict resolution skills and ability to display a high level of resilience will be evident.
• You display excellent Customer Service skills to identify customer’s needs and adapt your communication style to display empathy which is unmistakable.
• Thriving on variety and a challenge you demonstrate a high level of flexibility to handle multiple diverse tasks and the willingness to perform duties across all channels.
• Being a quick learner and eager to acquire knowledge and new skills, navigate a variety of computer systems, and to adapt to continual changes in process is a must to excel in this position.

LET’S REVEAL THE PERKS

• Competitive salary from $71,196 to $82,742 per year plus 12% superannuation
• Temporary 12-month Contract
• 35-hour working week with nine-day fortnight
• Enterprise Agreement salary increase of 3.5% as of 1 July 2024
• Be mentored and work closely with your Coordinator in a supportive, empowering, innovative and collaborative work environment
• We value your health and wellbeing and offer generous discounted gym memberships through our Corporate Fitness program, connect with colleagues through our social club, be inspired by regular wellbeing initiatives, annual flu vaccinations, and confidential support via our employee assistance (EAP) program
• Free parking within walking distance of our new contemporary office building
• At Lake Macquarie City Council, we value our staff and the hard work they do. In return we offer a range of benefits click here to view more benefits on offer

CHOOSE THE LAKE MAC WAY

We know it is our people that will shape the future of our city. That’s why we’re passionate about providing a workplace that empowers our staff to be creative, innovative and bold. When you join the team at Lake Macquarie City Council, you’re joining a group of people with a commitment to make our city even better. We’re proud of our city and the work we do, and we know you will be too.

We celebrate diversity and are committed to creating an inclusive workforce. We believe that a diverse network of employees, which truly reflects the people it serves and represents, is best equipped to understand and meet the needs of our community. We welcome and encourage applications from all ages and genders, Aboriginal and Torres Strait Islander peoples, people from culturally diverse backgrounds, the LGBTIQ+ community, refugees and people with disability. We understand the skills and attributes veterans can bring to our Council.

LET’S START

• Applications close midnight, Sunday 5 May 2024
• Interviews will be held, Monday 13 May 2024
• For enquiries related to the duties of the role, please contact Natasha Britt, Senior Customer Service Officer, 4921 0719 or via email nbritt@lakemac.nsw.gov.au
• If you need assistance with submitting your application, please Blair Stevenson, Talent Acquisition Advisor, 4069 0083 or via email bstevenson@lakemac.nsw.gov.au.
• We are a 2024 Circle Back Initiative Employer – we commit to respond to every applicant.
• To view the capability Framework – Role Profile relevant to this role, please click here.
• To complete your online application, you will be asked to upload a copy of your resume and provide responses to questions which are based on the criteria listed in the Position Statement.
• Please note that as part of Lake Macquarie City Council’s recruitment process, prior to an offer of employment being made, recommended candidates may be subject to a medical assessment.