Senior Customer Service Officer - Data & Reporting

Mornington Peninsula Shire is Victoria's destination municipality, characterised by unique townships, highly productive agriculture, world renowned landscapes, tourist regions, and areas of national and international conservation significance within a vital Green Wedge.

The Shire is responsible for a broad range of infrastructure and community services that support the wellbeing and prosperity of our diverse community. With approximately 900 employees, Mornington Peninsula Shire is a busy and vibrant workplace.

Job Title

• Senior Customer Service and Support Officer – Data and Reporting
• Permanent Full Time
• Band 5 - $72,249.49

About the role

The role of the Senior Customer Service Officer is to deliver outstanding customer service while providing critical support to the Customer Service Team. The Senior Customer Service officer – Data & Analytics role will be passionate about the customer experience and knowledge management and will contribute to fostering an organisational culture where the customer is central. Specifically, the Data & Analytics role will be responsible for creating and running reports on all channels to provide information to the customer service team and the wider organisation, reviewing the after hours report and looking at statistics to determine trends that will assist the leadership team in rostering and team development

Core responsibilities include:

• Review, analyse and recommend improvements in service delivery process, resourcing, performance and metrics to continually raise the standard and performance of the team
• Develop and run reporting that produces regular and up to date information on customer requests/complaints to meet the needs of both customers and the organisation.
• Support the Customer Service Coordinator in resource coordination to ensure customer service standards expected for the team are met.
• Support the Customer Service team to deliver a positive customer experience
• Operate as a proactive and positive member of the Customer Service Leadership Team

Skills, experience, and other requirements

• Well-developed verbal and written skills
• Ability to solve problems using policies, procedures and standards, as well as professional knowledge and experience
• Understanding of cashiering, receipting and balancing
• Knowledge of functions/services of local government
• Understanding of customer service principles, practices, customer service request systems and complaint processes
• Well-developed computer skills, including experience with Microsoft word, excel, databases, email, and web sites

• Please review the Position Description in full, for specific information about this role.

To apply

It is a condition of employment that all MPS employees declare their Covid-19 Vaccination status. If vaccinated, evidence of vaccination certificate will be required.

Please provide your CV, and a one-page cover letter addressing the position requirements, by 6pm, Monday 22 August 2022.

The Mornington Peninsula Shire is committed to creating a diverse and safe environment. We are proud to be an equal opportunity and Child Safe employer. We welcome applicants who identify as Aboriginal or Torres Strait Islander, have a disability, and/or are from a culturally and linguistically diverse (CALD) background.

Applicants must have valid Australian work rights.

Make contact: For a confidential discussion about this exciting opportunity, please contact: Linda Counsell Coordinator Customer Service – Tel: 5950 1977