Customer Service Officer Cos49

Are you looking for a career-lifestyle opportunity?

Looking for a dynamic and diverse work environment within a supportive organisation?

The Colac Otway Shire Council are seeking an exceptional individual to join our Customer & Communications Department as Customer Service Officer.

Located within two hours south-west of Melbourne, Colac Otway is renowned for its magnificent southern coastline, the Otway rainforests and the northern lakes and offers an attractive lifestyle with diverse employment opportunities. Backed by a thriving economy in primary industries, tourism, commercial and community services this is an exceptional career opportunity.

As Customer Service Officer you will ensure that Council:

• Has an efficient and responsive service that provides residents and customers with the required information about Council services and processes.
• Provides a Customer Service experience consistent with Council’s values and best practice standards.
• Is responsive to customer needs from face to face, telephone and digital services.

 Key responsibilities include:

• Providing a friendly, courteous and responsive central point of contact for customer enquiries, transactions, customer requests.
• Resolving Customer Service enquiries and customer feedback through accurate and efficient personal attention, following the Customer Service Charter.
• Maintaining up-to-date knowledge of legislation, policies, procedures, events, activities and changes to Council operations in order to provide accurate information and assistance to customers.
• Responding to enquiries on designated aspects of the Council’s operations the first point of contact as per current procedure or direct complex and technical enquires to persons in the appropriate department.
• Accurately register and record customer requests using a wide range of computer systems including a Customer Request System and Record Management System.
• Performing administration and cashiering duties under supervision including receipting, reconciliation and banking by using our Financial Management System.
• Being pro-active in advising and recommending (online) services and information to residents and customers.
• Facilitating a culture of continuous improvement, collaboration and exceptional Customer Service.
• Answering and screening all phone calls by assisting, connecting and / or transferring all inbound calls efficiently.

 About You:

To support your success in this role you will:

• Demonstrate highly developed interpersonal skills in relation to working as part of a team, working with minimal supervision, using initiative and adapting to a constant changing and fast-paced environment.
• Have excellent communication skills and demonstrated problem solving abilities.
• Show sound administration and clerical experience including cash handing and reconciliation.
• Have excellent Customer Services skills with demonstrated experience in Reception and Call Centre operations.
• Show well-developed computer literacy and skills, including experience in using databases, Customer Request Management technology and other computer software programs.
• Demonstrate ability to think laterally to source accurate information quickly and effectively.

 Salary information: $65,257.92 to $68,803.80 per annum plus superannuation. 

For further information and how to apply:

1. 2. Information to be included with your application:
      • Letter of application 
      • Current resume
      • Key Selection Criteria Responses
   3. Submit your application

Anne Howard

Chief Executive Officer

 Colac Otway Shire Council is a child safe organisation and is committed to creating a diverse environment and is proud to be an equal opportunity employer.