AddressCouncil is seeking a suitably qualified and experienced individual to work in our Customer Service Team.
As a Customer Service Officer, you will provide professional, efficient, effective and quality Customer Service to both external and internal clients of Council and also provide organisational administrative support.
The position is the first contact at the Council Administration Centre and will be expected to provide professional reception services, process accurate cashiering services, manage and monitor Customer Service requests, manage incoming documents and deal with general enquiries.
The main Key Performance Indicator for this position will be the managing requests and enquiries and finalising the request or enquiry in most instances without reference to other persons.
The position is casual and is classified as Grade 9 in Council’s salary structure with a salary commencing at $32.80 per hour plus casual loading, superannuation and allowances as per the Local Government State Award.
Applications close 8 April 2024
Position Title
Customer Service Officer
Doc ID
582860
Grade
9
Status f/t, p/t, casual
Casual
Hours of Duty/days worked
Casual
UV Rating
Low
Directorate
Corporate and Community
Supervisor
Senior Customer Service - Administration Officer
Date Compiled
10 June 2009
Date Modified
- June 2011
- May 2012
- 6 November 2013
- 14 November 2014
- January 2015, January 2019
- February 2021
- October 2021
Corporate Values - 'ECLAIRS'
- Ethical
- Caring
- Loyalty
- Accountability
- Integrity
- Respect
- Safety
Purpose of Position
This section should contain an encompassing statement of the major focus of the position. It should not define/list tasks, or responsibilities.
As a Customer Service Officer you will provide professional, efficient, effective and quality Customer Service to both external and internal clients of Council also provide organisational administrative support.
The position is the first contact at the Council Administration Centre and will be expected to provide professional reception services, process accurate cashiering services, manage and monitor Customer Service requests, manage incoming documents and deal with general enquiries.
The main Key Performance Indicator for this position will be the managing requests and enquiries and finalising the request or enquiry in most instances without reference to other persons.
Key Result Area’s for the PositionThe key result areas (KRA’s) are the major outputs for which the position is responsible and are not a comprehensive statement of the position activities. Ideally, each KRA should cover a separate area of the work function. Most positions should be adequately covered by 5-8 KRAs.
No position should require more than 8 – maximum. The KRA’s are each broadly defined explaining the essential functions of the position. In addition each KRA may also be accompanied by detailed lists of tasks of how work is to be carried out.
Key Responsibility Areas
Key Result Area: Customer Service
Task
Standard - to what qualitative or behavioural standard should the task be performed at:
1
Customer Greeting
Display professional / corporate dress standards in accordance with Council’s uniform policy. Be polite, respectful and confident when greeting customers (both face-to-face and over the telephone).
Observe and actively demonstrate commitment to the adopted Corporate Values.2
Deal with new Customer Service requests
Take ownership of matter and avoid passing requests to another person when the request can be resolved at that point in time, requests that are not able to be resolved are to be entered into the EDRMS for resolution by another Officer of Council.
Confirm and clarify with the customer their contact details and the content of the request. Enter the request into the EDRMS and provide the customer with a customer request reference number if required.
Customer service requests are to be entered into the system within 2 hours of receipt however urgent requests must be entered and dispatched immediately.3
Manage existing Customer Service requests
Make enquiries into the EDRMS to advise customers of the status of a request, if there has been no resolution investigate and reply to the customer.
In liaison with the Records Officer maintain a query and adopt a program of regular reviews of service requests to ensure that the ‘customer request loop’ is closed.
Identify trends and in consultation with direct supervisor promote strategies to achieve goals.4
Gauge customer satisfaction
Strong focus on ensuring that the ‘Customer Service loop’ is completed as per Council’s Charter.
In consultation with the Senior Customer Service – Administration Officer initiate a process whereby random service requests are selected and the customer is contacted to gauge their level of satisfaction.
In conjunction with the other Customer Service Officer introduce and monitor standard customer satisfaction surveys at key locations.
5
Keep abreast of corporate information
Review when necessary and promote Council’s ‘How to Manual’ and the web page as a single point of knowledge and reference.
Key Result Area: Receipting
Task
Standard - to what qualitative or behavioural standard should the task be performed at:
1
Receipting
Practice secure cash handling and display accurate receipting.
Payments are to be processed in a timely manner returning an official Council receipt to the customer.
2
End of day reconciliation
Reconcile daily cash, cheque, EFTPOS payments with report summaries obtained from the cash receipting module at end of each business day.
3
Prepare banking
Daily banking must be prepared so to reconcile with the values obtained from the daily cash receipting module summary.
Key Result Area: Clerical Duties
Task
Standard - to what qualitative or behavioural standard should the task be performed at:
1
Preparation of correspondence and reports
Ability to prepare detailed correspondence and reports in conformity with Council templates and business rules.
Demonstrate meticulous attention to detail.
Profiling of documents into the EDRMS are in accordance with the business rules.
2
Postage
Prepare outgoing mail for lodgement at Australia Post or delivery on a daily basis
3
Rates and property enquiries
Accurately respond to authorised persons requesting rating information such as outstanding balances, due dates and property details.
At all times have regard to the Privacy & Personal Information Protection Act, 1998 when providing information.4
Clerical Matters
Where necessary assist customers to complete customer request forms and other application forms such as but not limited to a pensioner concession claim form for a rebate of rates and charges. Attention to detail is paramount by checking the application against the property rate card and ensuring that all fields are completed correctly.
5
Initiate Certificates and Applications
Many of Council services require an application; the position holder will be expected to prioritise workloads to process these applications in a timely manner. The positon holder is to ensure that the correct fees and the correct information is provided.
Task
Standard - to what qualitative or behavioural standard should the task be performed at:
1
Scanning and registering of physical documents in to the EDMS also dealing with digital correspondence addressed to Council
Document management protocols and procedures are to be conformed with 100% of the time.
Incoming items are to be date stamped and are to be entered into the EDRMS on the same day that they are received using the file structure and established business rules.
The item is to be actioned or for information to the relevant Council Officer.
Items must be titled and saved correctly in accordance with the business rules.
Key Result Area: Co-ordinate activities within the physical confines of the group
Task
Standard - to what qualitative or behavioural standard should the task be performed at:
1
Dealing with incoming telephone calls
The telephone is to be answered within 3 rings using a professional voice manner using the prescribed phone answering script.
Calls are to be evaluated and where possible resolved in the first instance; if the issue is unable to be resolved all relevant information is to be obtained before transferring the call to another Council Officer.
Coordinate with the other Customer Service Officer to ensure that incoming calls receive prompt attention.
Calls are not directed to voice mail messages (unless the caller wishes to leave a voice mail).
2
Co-ordinate the Customer Service group to ensure that the switchboard is always attended
Demonstrate leadership, mentor and co-ordination skills.
Key Result Area: Training and Development
Task
Standard - to what qualitative or behavioural standard should the task be performed at:
1
Relieve in the role of Senior Customer Service - Administration Officer
When necessary during periods of leave or when the Senior Customer Service - Administration Officer is seconded to another position, it is expected that the person in this position will relieve on a rotational basis the duties of the Senior Customer Service - Administration Officer.
The person in this position is expected to have practical knowledge and skills to manage the scheduling, formatting, collating, publishing and the dissemination of the monthly Council and Committee agendas, business paper and Minutes.
The position holder will be expected to schedule and produce a Council business paper once per calendar year.
Enterprise Risk and Work Health and Safety responsibilities of workers/staff
Task
Standard
1
Comply with safe working procedures
Comply with the WH&S Act section 28, Duty of workers;
(a) Take reasonable care for his or her own health and safety; and
(b) Take reasonable care that his or her acts or omissions do not adversely affect the health and safety of other persons; and
(c) Comply, so far as the worker is reasonably able, with any reasonable instruction that is given by the person conducting the business or undertaking to allow the person to comply with this act; and
(d) Co-operate with any reasonable policy or procedure of the person conducting the business or undertaking relating to health or safety at the workplace that has been notified to workers.
Follow safe work procedures established by Council
2
Use of appropriate personal protective equipment and safety systems
Where PPE is required to control exposure to hazards in the workplace, wear and maintain the PPE as directed, as indicated in a risk assessment, or as required in WH&S procedures, or as in the safe work method statements.
3
Assist with the preparation of risk assessments and safe work method statements
Before commencing work or job where there is an identified risk, conduct a risk assessment to identify, assess and control the hazards associated with the work or job. This must be conducted in conjunction with other relevant staff, and the supervisor;
Assist in the annual review of safe work method statements.
4
Report WH&S
Report workplace hazards to the supervisor or manager and WHSO as soon as possible after they occur or are identified; and
Report injury or illness arising from workplace activities using the Incident /Injury/ Near miss report form as soon as possible after incident.
5
Enterprise Risk and WHS Training
Attend all required Enterprise Risk and WHS training
Qualifications:
Essential: NSW Higher School Certificate or equivalent
Essential: TAFE Certificate III in Business Administration or working toward similar and substantial work experience in Customer Service
Preferable: Class C Driver Licence
Experience / Knowledge / Attributes:
1.
Excellent interpersonal and communication skills with the proven ability to build effective relationships and communicate with a diverse range of team members.
2.
Use of organisation wide information systems such as Council’s corporate system, records management systems & word processing.
3.
Experience in managing customer relations by telephone or using digital media.
4.
Utilise reports to identify trends and propose strategies to action anticipated service outcomes
5.
Ability to source information and use plain English to produce correspondence & reports in a standard format
6.
High level customer liaison skills including conflict resolution skills
7.
Well-developed organisational skills with the ability to prioritise & schedule tasks within an environment of fluctuating workloads and changing priorities
8.
Knowledge in the use of an electronic document management system
