Customer Service Officer

About Us :

Katherine Town Council is the Municipal Council for Katherine, NT. Providing services to the Katherine Community relating to rates, roads, infrastructure, animal control, waste management and other core essential services. Katherine is the fourth largest town in the Northern Territory, situation 320km south of Darwin.

We strive to provide an inclusive, happy, healthy and safe work environment for all.

About You :

• Current NT Drivers Licence
• Sound written and verbal communication skills
• Business, Administrative and/or Event Management qualification or other related tertiary qualification

Position Summary :

This position reports directly to the Administration Manager and is responsible for the delivery of a comprehensive range of high quality, integrated Council services to customers via the counter, over the telephone or email, ensuring excellent service.

Key Requirements :

• Demonstrated ability to meet the positions key responsibilities
• Experience in Microsoft Officer products and packages
• High Level Customer Service experience
• Experience in managing and positively engaging a team environment
• Ability to understand various legislations, statutory obligation and Council policies in order to make informed decisions
• Demonstrated experience and ability to deliver good outcomes
• Extensive knowledge and skill gained through on-the-job training
• Minimum experience of 2 years in similar or related role
• Previous experience in Local Government role

Job Responsibility :

1. Deliver a high level of Customer Service by providing a secure and friendly first point of contact, promptly and courteously responding to customer’s needs and enquiries via the front counter, telephone, email or other;
2. Process, receipt and balance all incoming payment transactions that come via telephone and/or the front counter in accordance with Council regulations in a professional manner;
3. Provide high level administrative support to the Administration Manager and the Team Unit;
4. Coordinate the processing of bookings for Council Facilities including the receipt of deposits, payments and fees; coordination of facility inspections, manage the applications for facility hire and the hire diary and general liaison with customers/hirers. Includes both short term and long-term hires;
5. Assist with the process of creating, sending, filing and recording ingoing and outgoing correspondence on behalf of the Council;
6. Undertake errands throughout Katherine as required, do the daily courier run and all the responsibilities associated with the courier run.
7. Support operations that come to the front counter by undertaking duties including but not limited to processing dog registrations/licenses, hiring of anti-barking collars, hiring animal traps, impounding dogs and vehicles, processing signage applications, disable permits, infringements and service requests;
8. Assist Katherine Municipal Ratepayers with acquiring general property information, whilst also undertaking minor property file changes, updating property details such as postal addresses and contact information.
9. Undertake operations of Council record management system and processes, this being uploading and the creation of tasks and ensuring all tasks are in accordance to Council’s Customer Service Charter.
10. Ensure the disabled parking permits register is kept up to date with accurate information available, provide reprint permits and process applications;
11. Improve the delivery of services by making recommendations for change and creating standardised practices and/or processes that are easily adaptable to the needs of the community;
12. Other responsibilities as shall be reasonably associated with or incidental to the above responsibilities or as shall, in the course of the employment, be agreed between the parties as being or forming part of the duties.

Organisational Responsibilities

1. Ensure compliance with Workplace Health and Safety requirements. Comply with workplace procedures for risk identification, risk assessment and risk control. Participate in activities associated with the management of workplace health and safety. Identify and report health and safety risks, accidents, incidents, injuries, property damage and mishaps at the workplace.
2. Assist in the implementation of the Katherine Town Council’s Local Counter Disaster Sub-Plan in the event of a disaster;
3. Ensure incumbent is dedicated to servicing our community and will listen to and proactively respond to their needs;
4. Foster sustainable, honest relationships with the community and stakeholders
5. Perform and deliver results that align with organisations strategic direction and serve our community;
6. Work in accordance with Council’s Vision and Mission statement.
7. Provide excellent Customer Service through incoming telephone calls, email and front counter enquiries

Job Functions :

Local

Job Benefits :

1. 6 weeks annual leave p.a
2. 3 weeks sick leave p.a
3. Free access to Katherine town pool.
4. Above award entitlements

Selling Point :

Customer Service Officer

Contact :

Tess Ousey