Customer Support Officer

2 weeks ago

Rosebud, Victoria, Australia Mornington Peninsula Shire Full time

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

  • Permanent parttime (4 days per week, 8.30am 5.00pm)
- $66,853.80 per annum pro rata

  • The primary purpose of the position is to ensure requests for assistance and information from our customers are dealt with as efficiently and effectively as possible, providing clear, accurate, timely and relevant information in a courteous and respectful manner

About the role


The Customer Support Officer will be required to provide effective and timely response to all customer service requests, contributing to the overall culture, and uphold the Shire's core values and standards of the organisation, by working with individuals within the Customer Service team as we all as teams across the organisation.


Core responsibilities include

  • Undertake customer service duties as directed in a professional manner, ensuring a high quality, first point of contact resolution service;
  • Maintain confidentiality on appropriate matters and adhering to Council's policies in respect to providing and receiving information;
  • Ensure that correct information is provided to customers, contractors and Council Officers;
  • Take a proactive approach to the development of the Customer Service Team, including attending team meetings;
  • Monitor existing systems, databases and procedures to provide correct and up to date information on customer requests, enquiries and responses.
  • Identify information to be updated and corrections to Council's website and intranet in accordance with policy in a timely manner, under guidance of the Team Leader.
  • Maintain an accurate general knowledge of Council operations within groups and units.
  • Ensure that 'urgent' requests are brought to the attention of the appropriate section or person.
  • Receive and process customer requests for service into the Council's customer request system.
  • Sign for parcels and documents via courier and direct them to relevant departments.
  • Provide cashiering functions for receipting payments, reconciliations, and banking.
  • Provide support to other council staff for phone system functions and processes.
  • The incumbent of this position may be directed to carry out such duties as are within the limits of the employee's skill, competence, and training.

Skills, experience, and other requirements

  • Highly developed written and interpersonal skills;
  • Ability to build and maintain effective working relationships;
  • Ability to solve problems using policies, procedures and standards, as well as professional knowledge and experience;
  • Knowledge of functions/services of local government;
  • Understanding of telephone and computerbased customer request systems; and
  • Welldeveloped computer skills, including experience with Microsoft Word, Excel, Outlook, databases and websites
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 (optional), by 6pm, Friday 27 January 2023.
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: Kaylene Cook, Acting Coordinator Customer Support

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