Customer Advocate Support Officer

At Whitehorse City Council, community is at the heart of everything we do.

Are you driven by the desire to make a positive impact in your community through outstanding customer service? Our council is seeking a Customer Advocate Support Officer who embodies our commitment to service excellence. This pivotal role supports the resolution of customer complaints and ensuring our community's voice is heard and acted upon effectively.

• Salary $76,294.15 per annum + 11% Superannuation
• Full time but Part Time may be considered
• Great leadership opportunity to grow your career
• Supportive leaders and opportunity for professional development

At Whitehorse City Council, community is at the heart of everything we do. To stay ahead of the evolving changes and needs of the community, the organisation is undertaking an exciting transformation journey that will transform ways of working and will empower employees to be innovative and constantly striving towards providing excellent customer experience at all times. The five pillars of our transformation focus on:

• Excellent Customer Experience and Service Delivery
• Great Organisational Culture
• Innovation and Continuous Improvement
• Good Governance and Integrity
• Long Term Financial Sustainability

The role:
We're on the lookout for a passionate Customer Advocate Support Officer, dedicated to enhancing our community's experience through exceptional service and efficient complaint resolution. This role is perfect for someone who thrives in identifying and implementing improvements to customer service processes and enjoys the challenge of complex case management. Working closely with the Customer Advocate Lead and Customer Service teams, you'll be instrumental in coordinating responses to community and stakeholder issues, which may include those escalated to Councillors, and leveraging complaint data to inform and drive service enhancements.

About you:
We're in search of an experienced Customer Advocate Support Officer who excels in navigating the complexities of customer service within a multi-channel organisation. You bring a rich background in developing and implementing complaints frameworks that span various communication platforms, ensuring a seamless and efficient customer experience. Your expertise includes handling and resolving escalations, making you adept at turning challenging situations into opportunities for service excellence.

With a strong foundation in de-escalation techniques and complex problem-solving, you're driven by a commitment to enhance service delivery and customer satisfaction. Proficient in leveraging technology, including Microsoft Office and data analysis tools, you're skilled at creating actionable insights for continuous improvement. Your exceptional time management and communication abilities enable you to collaborate effectively across departments, championing our CARES principles and driving impactful changes that uplift our community's experience.

In return, we will offer:

The ability to make a difference - Working at Whitehorse City Council you contribute to making a real difference in the lives of the community and those that live, learn, work or visit Whitehorse. Every day you really will see how the work you're involved in benefits the diverse community.

Great working conditions - a professional environment, friendly and supportive teams and a flexibility program that promotes employee work life balance.

An extensive Health and Wellbeing offering - Employee assistance program, private health insurance benefits, health checks (skin, hearing and vaccinations), discounted gym membership and facilities (e.g. Theatre, Arts, Leisure) and an active health and wellness program (e.g. stretching, healthy eating demonstrations and health challenges.

Career opportunities - engaging work and the opportunity to apply your skills and experience.

Transformation - We are in a time of transformation to stay ahead of the evolving changes and needs of our community. Together, we are on an exciting journey to empower all of our employees to be innovative, and constantly strive towards continuous improvement.

Further Information:

Further information is available from Mel Thompson on 03 8873 9***. Applications close Monday, 15 April 2024.

How to Apply:

Visit our website to submit your application including a one-page (or less) statement outlining an example of how you have developed and implemented a complaints framework in a multi-channel organisation, including how you handled and resolved a significant escalation, and what the outcome was in terms of service improvement and customer satisfaction?

This role is your opportunity to be at the forefront of delivering exceptional service that makes a real difference in our community.

Download the Position Description:

Customer Advocate Support Officer

City of Whitehorse is a culturally and linguistically diverse community. We are proud of the diversity of our workforce and recognise the strength this provides in meeting the needs of our community. We are committed to upholding a safe, inclusive and respectful workplace that values the contribution of all.

Whitehorse City Council is committed to being a child safe organisation. We recognise our responsibilities to keep children and young people safe from harm and have established policies, procedures and training to achieve these commitments.

ABOUT US

The City of Whitehorse, located 15 kilometres east of the Melbourne CBD, is a culturally diverse community of almost 177,000 people. Whitehorse includes the suburbs of Box Hill, Burwood, Nunawading, Blackburn, Mitcham, Forest Hill and Vermont and is characterised by quiet tree-lined residential streets, an abundance of parks, gardens and natural bushland reserves, bustling shopping centres and a diverse range of arts, cultural, sports and leisure facilities.

Whitehorse City Council provides more than 100 services and facilities across a range of areas within our community services, city development, infrastructure, corporate services and transformation directorates. Whitehorse is one of Melbourne's largest metropolitan councils with a workforce of approximately 1300 employees and aspires to foster an inclusive, vibrant, prosperous and sustainable community. Our employees help us achieve these goals!

At Whitehorse, employee health, wellbeing and development are paramount, and we aim for everyone to become the best they can be in the workplace. Benefits of working with us include:

• A welcoming and supportive working environment
• Great opportunities for training and to build a long-term career within Whitehorse or the local government sector.
• Extensive employee health and wellbeing programs including flexible working arrangements
• Salary sacrifice options for gym / swim memberships, childcare and superannuation; and access to novated vehicle leases.
• Competitive terms and conditions of employment
• Ample onsite parking at most facilities with ready access to public transport
• Active Social Club with a calendar of events through the year