AddressCustomer Experience Officer
- Part-time – Permanent- 3 day working week- 24 hours per week
- Hourly rate starting at $33.90 plus superannuation
- Great work-life balance
Are you looking for an organisation that supports staff through career development and great work-life balance?
Do you want to escape the city life and experience the regional lifestyle?
Want to read more about life in Wodonga? Click here or visit our website here.
Wodonga Council is dedicated to providing high quality services across the community.
We are a values-driven organisation that is committed to building healthy and engaged teams with health and wellbeing initiatives, and development opportunities, so that we grow as individuals and as an organisation. We recognise the importance of balancing work and life and understand that priorities change with time.
At Wodonga Council we offer meaningful work and take pride in what we do.
The role
The Customer Experience Officer will assist in the effective operation of the organisation through the provision of accurate assistance and first-time resolutions to both internal and external customers of council, in a “one stop shop” environment.
Key aspects of the role include the following.
- Maximise first time resolutions for customers by providing accurate information in response to enquiries or referring enquiries to appropriate officers where required;
- Lodging electronic customer requests for service to appropriate officers and providing progress advice to customers when requested;
- Ensure a positive image of the council is promoted when dealing with both internal and external customers and liaise with the customer service team leader and other customer service officers as appropriate to ensure that the service delivery is effective and efficiently provided;
- Ensuring contact centre calls, electronic mail, online and written requests are managed and responded to within council standard timeframes;
- Determine appropriate action, perform tasks according to established practices and procedures and escalate issues appropriately.
- Ability to manage own time, set priorities and plan and organise one’s own work to achieve the team’s goals.
Key Selection Criteria:
Our ideal candidate will be able to show us the following.
- Relevant qualification in customer engagement or business administration and experience in a high-volume customer service and/or contact centre team role.
- Good verbal and written communication skills to communicate with customers, staff and members of the public.
- A team player with good people skills who understands how to build strong working relationships.
- Well-developed computer skills and adaptability in using a variety of computerised systems.
- A fast learner who is not afraid to ask questions when they are not sure.
- Demonstrated sound judgement and decision-making skills.
How to Apply
Visit our websitewww.wodonga.vic.gov.au/careers
Use the “apply” button to commence your application.
Applicants will be required to upload three documents.
- A document addressing the key selection criteria as outlined above (support on how to address this criteria can be found here)
- A brief cover letter
- A current resume
Prior to commencement, the successful applicant will be required to provide the following.
- A copy of a recent National Police Check (less than 3 months)
- A current driver’s licence
- Any other mandatory requirements outlined in the position description (eg. first aid, CPR, WWCC, forklift).
- The completion of a pre-employment functional assessment (paid for by the council) might also be required.
If applicable, evidence regarding right to work in Australia will need to be presented.
Enquiries
Team Leader Customer Experience – Jessica Hales– (02) 6048 4***| ******@wodonga.vic.gov.au
Applications close11.59pm, Monday, 20th May 2024
Position description below
Wodonga Council is committed to the safety and wellbeing of all children and young people.
Wodonga Council is an equal opportunity employer and provides many benefits for staff, including:
- Employee health and wellbeing programs;
- Learning and development; and,
- Career pathways and opportunities.
The organisation prides itself on having a positive and supportive culture. We are committed to ongoing learning and development opportunities to grow and enhance the skills of our staff. We have a strong commitment to the council’s corporate values of trust, integrity, learning and respect.
We encourage applications from the Aboriginal and Torres Strait Islander community; people with a disability; people from any gender identity and sexuality orientation; and, people from every age, culture and ethnic background.
If you have special needs that we can address to assist you to submit your application or to fully participate in the selection process, please contact us.
We welcome applications from veterans and defence families. If you are a veteran and would like to discuss how your skills may transfer across, please contact us at **@wodonga.vic.gov.au.
