AddressExciting opportunity to join one of Melbourne's largest municipalities.
Located in the centre of Melbourne's growing west, Brimbank City Council is a local government that is welcoming, diverse and proud - just like the community we serve.
Being community first underpins everything we do. We work and advocate for our community, being innovative, future-focused and responsive and apply these same principles to the way we work with each other every day.
Every person working for Brimbank City Council shares our aspiration to make our City the best it can be!
We are currently seeking a 12-month Fixed Term Full TimeCustomer Service Officer.
Reporting to the Contact and Service Centre Co-ordinator, the purpose of this position is to deliver exemplary Customer Service, meeting and surpassing the demands of the Brimbank community. This is achieved by being the first point of contact for Council in either face to face counter enquiries at our Customer Service Centres or via phone, email or virtual assistant in our Contact Centre. The role will work across sites based in Sunshine, Keilor and Watergardens.
Customer Service Officers (CSOs) are the key link in the relationship between Council and its customers. As the first point of contact, CSOs enhance and promote Council’s public image by consistently delivering high levels of Customer Service to the public, Council and its departments by assuming responsibility for:
- Maintaining a professional and positive welcoming image and promote the Council as a customer focused organisation by actively demonstrating a culture of excellence and innovative Customer Service.
- Responding and resolving to as many written, counter and phone enquiries as possible at first point without the need to refer the enquiries to other staff
- Identifying continuous improvement opportunities to enhance service delivery
- Maintaining an excellent knowledge of Council operations, and proficient use of Council systems
- Utilising technology, internal systems and Council’s website to assist customers find information, download forms and make payments on-line
- Managing cash collection duties related to the taking of all Council monies.
- Assisting in promoting the highest level of communication and co-operation throughout the organisation by maintaining positive relationships with staff from other Departments.
About you
The position requires you to have:
- An ability to gain co-operation and assistance from customers, members of the public and Council staff
- Highly developed written and verbal communication skills
- An ability to work well under pressure by managing difficult situations and applying conflict resolution skills
- An ability to recognise and communicate opportunities for continuous improvement
- An ability to relate to people from different position levels, backgrounds and cultures
- An ability to show empathy, listen and respond appropriately to customer needs
- An ability to contribute a high functioning team environment
- An ability to manage time, set priorities and plan work effectively
- Local government experience is desirable.
To view a copy of this Position Description, please go to https://www.brimbank.vic.gov.au/careers and click on the Job Listing. To apply, please include your Resume and a Cover Letter of no more than 2 pages, outlining how you can deliver on the key aspects of the role and how you will assist Brimbank in 'becoming the best it can be'.
Brimbank City Council actively encourages applicants from Aboriginal and Torres Strait Islander heritage, people living with disability, and LGBTQIA+ and people from culturally diverse backgrounds to explore the opportunity of a career at Brimbank.
If you have any support or access requirements, or would like to speak to someone about employment process please contact People Culture and Wellbeing on 92494000.
Brimbank City Council is a Child Safe organisation and endeavouring to promote child safe, child friendly practices.
To be eligible for employment at Brimbank City Council you must be an Australian citizen, permanent resident of Australia or be legally entitled to work in Australia.
All applications should be submitted online by clicking on 'Apply' link.
Direct any queries regarding the role to: Sadiye Djemal -*******@brimbank.vic.gov.au
Don’t meet every single requirement for this role? Studies have shown women and those of underrepresented groups are less likely to apply for roles unless they meet every criterion. At Brimbank City Council, we recognise that different experiences make for great community outcomes. If you are excited about this role, but your experience doesn’t perfectly align to the criteria we encourage you to click the APPLY button now and submit your application.
If you want to know more about what we do or why you should work for Brimbank City Council check out our web page: https://www.brimbank.vic.gov.au/careers
