Customer and Visitor Experience Officer

ABOUT THE ROLE:

We have a number of exciting opportunities for experienced customer service professionals to join our diverse and busy Customer and Visitor Experience team across various locations within Bass Coast.

You will join a team who strive to exceed the expectations of our customers at Council’s Customer Service Offices and our Visitor Information Centres in Wonthaggi, Inverloch, Newhaven, Cowes and Grantville.

No day is ever the same, with responsibilities including:

• Answering and responding to telephone enquiries with a focus of ‘customer @ centre’;
• Frontline customer service; providing Council Services, tourism information and assistance to visitors and residents;
• Assisting with venue hire inquiries and processing ticketing sales for performances at our cultural venues;
• Point of sale for tourism tickets, accommodation and merchandise;
• Processing and actioning customer requests through our online Request Management System; and
• Receipting, reconciling receipts and banking.

What will make you stand out from the rest?

• Proven experience dealing with a high volume of calls;
• Passion for providing excellence in customer service and Visitor Experience; making a difference to the members of our community;
• Experience in a fast paced, multi-faceted customer facing role;
• Availability to work a variety of days, across a 7-day roster including regular weekends and public holidays across peak holiday periods;
• Ability to work across any of our Council’s Customer Service Offices and our Visitor Information offices, including Newhaven, Wonthaggi, Grantville, Inverloch and Cowes; and
• An enthusiasm for tourism and promoting the Bass Coast region, and all it has to offer.

HOW TO APPLY:

For more details on this position, and to view the position description, click Apply. You can also contact Ailsa Wines, Team Leader Customer and Visitor Experience, on 1300 226 278.

Applicants must attach a resume and a cover letter outlining their suitability and interest in the position.  Applicants should also indicate their preference for full-time or part-time employment in their cover letter.

Applications close: Midnight, Thursday 4 April 2024

WHY BASS COAST SHIRE COUNCIL:

From surfing to cycling to wining and dining and everything in between, Bass Coast provides the perfect balance of rural, residential and holiday lifestyles for all to enjoy - all with stunning backdrops of beaches, bushland and rolling hills. Less than 2 hours from Melbourne by car, Bass Coast Shire is one of Victoria’s fastest growing municipalities and an easy drive from the hustle and bustle of city life. If you are looking for that sea change, or open to flexible working, Bass Coast Shire Council could provide you with that perfect employment opportunity to support your interpretation of work/life balance.

Bass Coast Shire Council has been recognised as a leader within local Government. We have designed and implemented landmark workplace policies that are some of the most advanced in the state. We have led the public conversation on gender equality and continue to drive initiatives that back up our commitment to an inclusive workplace culture. We have also pledged a commitment to do our part in the fight against climate change; working together with the community and our employees to take action on this global crisis.

Bass Coast Shire Council continues to exceed goals in service excellence and has recently embarked on the implementation of new technologies and systems to support our high standards of service delivery. We are a Council that thrives on innovation, and this is an exciting time to join us and play a significant role in shaping our workforce for the future.

Reasons why we love working at Bass Coast Shire Council:

• At Bass Coast Council, we celebrate diversity and have made it a top priority for all staff to feel safe and welcome regardless of race, religion, gender, disability, age or sexual orientation. We value inclusivity and a positive workplace culture.
• Flexible working arrangements; including flexible start and finish times and a hybrid working model. We encourage our employees to think about their work-life balance and what will help them flourish.
• We encourage open discussions with People Leaders and the People & Culture team to talk about any individual modifications or adjustments that may be required, enabling your on-going success in the role. Reach out to **************@basscoast.vic.gov.au to start the conversation.
• Regular and proactive discussions on performance development, focusing on shared expectations, training opportunities, and career advancement. What can we do to help you achieve?
• Opportunities to experience other roles in the business with our ‘Expression of Interest’ process
• Options to purchase additional annual leave in advance of any extended trips or planned time off.

Bass Coast Shire Councilis committed to the safety and wellbeing of children.