Customer Service Officer

1 week ago

Broadmeadows, Victoria, Australia Hume City Council Full time

Permanent, part time role, 24 hours p/w:

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Band 4 role:

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Be part of delivering an excellent experience across Hume City Council
Hume City Council is one of Australia's fastest growing and culturally diverse councils.

We put the customer and our community at the centre of all that we do, ensuring our services are efficient and accessible.


As a CSO, you will be the friendly face and voice, ensuring our community members have seamless access to the wide range of services offered by Council.

Your empathetic approach and outstanding communication skills will be key in resolving inquiries, providing information, and guiding residents to various services.


What you'll be doing

  • Deliver customer service from any frontline touchpoint of the contact centre to deliver an omnichannel experience. This will include phone, facetoface and online/digital channels, and rotation between customer contact centres within Hume City.
  • Efficiently and effectively manage complaints, enquiries, and requests on all of Council's services and operations.
  • Provide accurate, timely and courteous information and assistance to customers in all aspects of Council operations.
  • Deliver a proactive and analytical approach to resolving customer interactions through effective questioning, negotiation, and conflict management.
  • Perform cashiering duties, receipting & balancing of cash float ensuring that there are no discrepancies at the end of day.
  • Tailor your approach and interactions to ensure all customers receive an excellent experience.
  • Contribute to a collaborative team environment which shares responsibility for managing customer enquiries and workloads to deliver positive outcomes for our customers.
  • Develop positive and collaborative working relationships with other business units of Council to achieve positive outcomes for our customers.
  • Maintain a strong commitment to social justice and inclusion, by providing respectful and culturally appropriate support to customers from culturally and linguistically diverse backgrounds, and people of all abilities.

The skills and experience you'll bring to the role:

  • Demonstrated experience within high volume contact centre and/or face-to-face environments.
  • Experience in using a contact centre system, including customer management or request tracking systems.
  • Experience working in an administrative environment with a strong customer and team focus.
  • Ability to ensure that all enquiries from members of the general public are dealt with in such a manner which reflects Council's professional standards and commitment to quality Customer Service. This includes the ability to follow through on customer enquiries to ensure completion by other departments.
  • Ability to set priorities and plan and organise work.
  • Ability to exercise initiative and find solutions to problems
  • Ability to assist and mentor colleagues, assisting with onthejob training and development of others.
  • Current driver's licence.

Why Hume City Council?
A leader in local government, we're committed to creating an inclusive and collaborative work environment that is guided by our values:

We're better, every day:
We give things a go and value progress over perfection. We have permission to go for it and are expected to reflect and learn.

We're in it together:
At Hume, everyone matters. We Welcome and include all. Respect and safety are expected.

We show up:
We empower and trust others and own our work. We rise to the challenges and are expected to do what we say we will.

All for Hume:
We strive to achieve our best for the Hume Community.

We are proud and passionate about working towards better outcomes and expect they are at the centre of everything we do.

We offer a competitive salary package, professional development opportunities, and a supportive work environment.

A child safe organisation and an equal opportunity employer.

Council encourages people of all ages, people with disability, Aboriginal and Torres Strait Islander people and people from culturally diverse backgrounds to apply.

Applications Close: 26 Nov 2023

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