Customer Service Coordinator

Full time
Ongoing
Band 6, $83,031 pa + Super

Closing date: 9am on Monday 22 April 2024

Mount Alexander Shire Council is looking for an enthusiastic, creative leader for its Customer Service Unit. We’re dedicated to building a better customer experience for our community, and this role, alongside the wonderful team, is a key position in doing so.

With a diverse community, Mount Alexander Shire is a beautiful place to live and visit with a vibrant, engaged community and thriving local economy. Perfectly located only 30 minutes from Bendigo 90 minutes from Melbourne, you’ll enjoy a balanced lifestyle with great services, schools and homes in townships like Castlemaine and Maldon.

The role

Key responsibilities undertaken by the Customer Service Coordinator include:

• Provide leadership and guidance to our Customer Service Team developing a united team culture.
• Ensure the service desk and phone lines are staffed by enthusiastic, trained team members.
• To deliver excellent Customer Service and to be the first point of contact for Council enquiries.
• Analyse data from the telephony and Customer Service request systems and prepare reports to help drive improvements in the customer experience.
• Actively promote and enhance Council’s Customer Service Charter and assist in the implementation and review of strategies to improve service quality.

Our ideal candidate

To be successful in this role you will have:

• Demonstrated experience in developing and delivering a great customer experience – local government experience not necessary
• Great skills in internal stakeholder management
• A commitment to listening to the voice of the customer, and a drive for continuous improvement
• Experience in roster management, and demonstrated organisational skills

Benefits

• Annual salary increases
• Hybrid working options – work from home and the office
• Flexible working arrangements, including options for part time work and rostered days off
• Wellbeing initiatives and a free Employee Assistance Program (EAP)
• Generous leave provisions, including purchased leave options and paid parental leave

• Cross-skilling and professional development opportunities

Visit the Why work with us page on our website for more benefits.

Contact

If you have any questions or would like to discuss the role, please contact Ed Butler, Manager Communications and Customer Services, on 0438 834 ***.

How to apply

Visit our website and review the Information for applicants, then apply via our Current Vacancies page.

Please ensure your application includes:

• A cover letter, telling us why you are the best person for the position, focused on our desired elements under ‘our ideal candidate’
• A copy of your current resume

Additional information

Mount Alexander Shire Council is committed to providing a safe, inclusive, and respectful workplace. We are an equal opportunity employer and are committed to child safety with zero tolerance for child abuse.  We value a diverse workforce and encourage applicants from all cultures, sexual orientations, gender identities and backgrounds.

Applicants can expect that the recruitment process will include interviewing, reference checks and criminal history checks. Some positions will also be required to provide a Working with Children Check, and medical assessments including drug and alcohol testing may be undertaken.

For more information on the recruitment process, please download the Candidate information document from our website.