Customer Experience Officer

About the role:

The City’s Customer Experience Business Unit ensures that the City is adaptable to customer needs and creates seamless and accessible experiences ensuring that our customers feel supported, connected, and empowered.

The Business Unit also leads the digital transformation of the City of Swan - driving system integration, enhancing efficiency and effectiveness, and allowing the City to communicate with its customers using modern, efficient and functional applications.

We are seeking expressions of interest for casual Customer Experience Officers that will be responsible for working with customers to provide a clear understanding of what services the City of Swan deliver to the local and surrounding community as well as responding to all customer enquiries in a professional manner. The Customer Experience Officer position is rostered across 7 days per week between the hours of 7am and 7pm.

Key Accountabilities include, but are not limited to:

• Always promote the City of Swan as a customer-focused organisation by ensuring that all are dealt with efficiently, courteously and in accordance with Council’s Customer Services Charter.
• To be the first point of contact to all visitors into the City of Swan, managing the signing in process.
• To operate a first-call resolution service to provide an efficient service to callers, directing queries to the relevant areas of the Council as required.
• Assist/aid other Customer Service Officers in providing high level of service to the public and internal customers in accordance with departmental and organisational objectives.
• To have an extensive knowledge of the City of Swan and its services and respond appropriately to requests, messages, and enquiries.
• To be the initial point of contact for taking details of complaints and forwarding details to the departments concerned for review.
• To provide accurate high-quality information to customers in person, by phone, post and electronically.
• Keep detailed customer records after each interaction with a customer in the relevant technology platform and follow up on where appropriate to ensure a satisfactory outcome.

For more information regarding the role please refer to the position description.

The successful candidate will have the following:

• Demonstrated experience in customer service with a customer-centric focus
• Experience within a fast-paced working environment
• Experience within local government will be highly regarded
• A satisfactory National Police Certificate
• Ability to work on a roster across 7 days between the hours of 7am and 7pm

About working with us:

The hourly rate for this position is $32.28 – $34.28 depending on the skills and experience of the successful applicant, plus 25% casual loading.

You will also enjoy benefits including:

• Up to 16.5% Superannuation
• Comprehensive employee wellness program
• Free parking options available
• Travelsmart allowance to support public transport use or cycling to work
• Flexible location at either Midland or Gidgegannup

About the City:

The City of Swan, located north east of Perth, is the largest local government by land size in the Perth metropolitan area, and has one of the fastest growing populations. The City covers an area of 1,042 square kilometres, equivalent to almost 20 per cent of the Perth metropolitan area. A beautifully diverse expanse of land, the City is rich in natural assets, including the iconic Swan River and internationally renowned Swan Valley viticulture region established in 1829. Our location, services and facilities make the City an attractive place to live. The population across our 42 suburbs stands at 168,334 in 2023, but is set to reach 300,000 by 2050.

The Whadjuk people of the Noongar Nation have been the traditional custodians of the land for more than 40,000 years. The Derbal Yerrigan (Swan River) holds enormous cultural significance for the Noongar people. The City is also rich in European history, and our community is a melting pot of multiculturalism, with one in three people being born overseas and one in five speaking a language other than English at home. Our ideal location, significant history, diverse community and strong economy ensures a positive future for the City of Swan, full of opportunity.

Our purpose at the City is to improve the quality of life for all of the people who live in, work in and visit the City of Swan by delivering our vision of ‘one city, diverse people, culture and places’ through shared values of respect, excellence, accountability and leadership.

At the City of Swan we are committed to recruiting and retaining the right people and creating a great place to work.  We offer our employees real careers, real impact, and real rewards.

We welcome people with diverse skills, experiences, perspectives and backgrounds and encourage applications from Aboriginal or Torres Strait Islander peoples, and individuals who may identify as LGBTIQ, with disability, a culturally and linguistically diverse background, and people of all ages.

For a confidential discussion, please contact Shamus Hurley directly on 0438 225 ***.

For queries regarding the application process, please contact our friendly People Services team on (08) 9267 9***.

To apply please submit resume via the link that includes your availability. 

Closing Date: Sunday 17 March, 2024 at 11pm AWST.

The City of Swan reserves the right to commence shortlisting and interviews earlier than the closing date. The City also reserves the right to close the vacancy early, therefore if you are interested in this position please submit an application as early as possible.

ID 29229