AddressGeorges River Council are seeking energetic, passionate and customer-focused individuals to join our Customer Experience team. We are upbeat, resourceful, determined and put our staff and community at the core of what we do. We're always looking for ways to deliver a positive Customer Experience in every interaction, in line with Council’s Customer Experience Strategy.
About the role
Our Customer Experience Officers act as the first point of contact for Council's customer enquiries, assisting customers via our multi-faceted contact centre. The successful applicants will be responsible for responding to customer enquiries over the telephone, via email, web chat and our front counter, as well as administering planning and customer applications. These positions will be assisting with all other aspects of customer service including direct and in-direct contact with our community.
You will be responsible for providing a welcoming, efficient and effective service to all internal and external customers. This is a critical role which represents Georges River Council directly in assisting the needs of our community as well as playing a pivotal role in taking Council's Customer Experience to the next level.
What We Offer
- Permanent, part-time roles either:
- 25 hours per week
- 21 hours per week
- Salary from $67,262.44 - $77,933.75 per annum plus 11% superannuation (pro rata) dependant on the skills, qualifications and relevant experience of the suitable candidate
- Health and Wellbeing paid leave
- Long service leave after five years
- Fitness Passport Program offering discounted membership for you and your family to selected facilities
- Employee Assistance Program
- Salary Packaging options
- Sponsored Study Program
- Parental Leave and support
- Shine Bright Rewards Program
- Ongoing education and resources
Key Accountabilities
- Deliver exceptional, professional customer service in a fast-paced environment
- Respond to customer enquiries over the phone, over email and face to face
- Ability to handle difficult customers with high emotional intelligence, patience, and excellent communication skills
- Provide customer quotations, payments, and lodging planning and customer applications
- Work closely with internal stakeholders to provide solutions for our customers
- Positively contribute to the team for the benefit of our customers and Council
Selection Criteria
- Passion for providing fantastic customer service
- Experience working in a contact centre desirable
- Excellent interpersonal, communication (written and oral) and teamwork skills
- Ability to work effectively in a high-pressure team environment
- Demonstrated sensitivity in dealing with customers from diverse backgrounds
- Experience handling cash and processing payments
- Demonstrate flexibility and teamwork to meet rostering requirements while carrying out Customer Experience and call centre duties
- Openness and willingness to change and continually improve business processes
- Ability to work across all Council's Service Centre locations including any temporary Customer Experience Service locations
If you have made a positive commitment to further your career and you possess the attributes located in the Position Description essential criteria, then please submit your application today. Applicants are asked to ensure that they provide responses to the targeted questions, failure to do so may result in your application not being considered.
If you would like further information on this role, please contact Naomi Bryant, Coordinator Customer Experience Operations on 02 9330 9465.
Applications must be completed and submitted via our website. Closing Date: Wednesday 3 July 2024 at 11:59PM AEST
Offers of employment at Georges River Council are contingent upon satisfactory results of a thorough background check.
Georges River Council aims to be a leading, people-focused organisation delivering outstanding results for our community and city. We foster our values of Accountability, Professionalism, Unity and Honesty and take pride in promoting the image of Council in the community.
We are committed to building a workplace culture that values diversity and inclusion, and welcome applications from Aboriginal and Torres Strait Islander people, workers of all ages, people with disabilities, people who identify as LGBTQIA+ and those from culturally and linguistically diverse backgrounds.
At Georges River Council we are committed to putting children first and championing child safety within our community. We actively advocate for the rights of children and young people and will uphold our commitment as a child safe organisation.
Please note you must be an Australian or New Zealand citizen or a permanent resident or have unlimited working rights (with no Visa restrictions) in Australia to apply for this position.
