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SalaryCX Digital Partner
Reference number: 10232
Closing date: 11pm, Sunday 03 March 2024
- Permanent full-time position
- Work in a hybrid way, within a highly skilled team
- Salary commencing at $94,996.15 (BAND 6) per annum commensurate with experience plus 11% superannuation
Working as part of the Customer Experience team, this role is a key position within the Customer Service team and the organisation. Using a customer-centric approach, it enables the provision of service to Customers across multi-channels through the use of efficient digital tools and a knowledge management system to provide a positive customer experience.
The role supports the Team Leader Customer Experience in undertaking customer focused improvement initiatives within the organisation, and also provides operational support when required.
If this sounds like an opportunity that you could excel in, then apply now.
Responsibilities
- Providing efficient administrative and operational support to the Customer Service team, managing conflicting deadlines within agreed timelines and service standards
- Supporting the CX Improvement Program as required by the organisation.
- Working collaboratively across the organisation to maintain the Customer Service knowledge management system “Valley Hub”, ensuring it is accurate and engaging and that staff across the organisation can deliver consistent and accurate information to the customer.
- Reviewing and documenting customer service processes and maintaining information in digital channel systems and knowledge bases, to enable quick and accurate responses to customer enquiries.
- Assist in discovery and implementation of new online delivery tools/channels
- Degree or Diploma in Business (or similar) or proven experience in a customer service (leadership) role supervising the day-to-day running of a multi-channel, high volume, customer driven environment.
- Experience in performing administration tasks in a Contact Centre system that facilitates multi-channel interactions (phone and digital), and a CRM system.
- Entry level experience in troubleshooting technical issues
- Able to sensitively manage customer enquiries through to completion, whilst managing customer expectations and the customer experience
- Highly effective interpersonal skills and a demonstrated ability to communicate effectively (written and verbal) and build rapport with all stakeholders
- Strong written skills, including ability to prepare and deliver presentations
- Highly adaptive and a proven ability to embrace innovation and drive change
- Advanced computer skills specifically including the MS Office programs such as Excel, PowerBI and PowerPoint.
Applications must be submitted through our online system and should be in line with the Moonee Valley City Council . Applications that do not meet these requirements may not be considered.
For further information, please view the or contact Andrea Micallef, Team Leader Customer Experience on (03) 9243 1242.
In line with Council Policy, Council positions require you to be vaccinated against COVID-19. If you are successful in our recruitment and selection process, you will be required to provide evidence of your vaccination status.
About Us:
Moonee Valley is a great place to live, work and visit. We are a local government within the north-west metropolitan area of Melbourne, providing a range of services to some 130,000 residents and over 10,000 businesses.
Our 1,200 employees bring their differing backgrounds, experiences and unique perspectives to our collaborative environment, and are supported to share ideas, initiatives and talent, making a positive impact on our community for now and in the future.
Some of the great benefits of working at Moonee Valley City Council are flexible working conditions, learning and development opportunities, supportive leadership and various staff benefits.
Our Council offices are located in the heart of our vibrant, diverse community with great food, cafes and green spaces nearby. We have excellent public transport at our doorstep as well as cycling access for our employees.
At Moonee Valley City Council, we pride ourselves on having job opportunities which make a real difference in the community and having a workplace which values everyone's unique skills and attributes.
Our Culture of Inclusion
If you are interested in the role but feel you may not meet the full range of selection criteria, we encourage you to contact us to discuss your experience and application for this position.
We don't just accept difference - we celebrate it, we support it, and we thrive on it for the benefit of our employees, our services and our community. With a focus on inclusion, accessibility and flexibility, we'll support you at every stage of your career. We recognise the importance of balance and embrace work agility, understanding that this means different things to each and every one of our employees.
Moonee Valley City Council is proud to be an Equal Opportunity and Child Safe employer and we value diversity and encourage people from different backgrounds to apply, including Aboriginal and Torres Strait Islander peoples, people from culturally and linguistically diverse (CALD) backgrounds, people of any age or gender, people identifying as lesbian, gay, bisexual, trans and gender diverse, intersex and/or queer (LGBTIQA+) and people with disability. If you have a reasonable adjustment, support or access requirement, we encourage you to let us know through your application or email H2@mvcc.vic.gov.au or call 9243 1122.
