Customer Service Officer

1 week ago

Katoomba, New South Wales, Australia Blue Mountains City Council Full time
To provide information and assistance on a wide range of Service NSW & Council functions in
a professional, courteous and efficient manner.

**RELATIONSHIPS

Reports to:
(Position Title)**:Coordinator - Customer Experience

Report to:
(Position Number) P00112

Staff Responsibility:
Nil

Key Internal Relationships:
Liaison with staff at all levels of the organisation.

Key External Relationships:
Residents; tourists and business sector; external
agencies such as the ServiceNSW; community
groups and other representatives.

KEY RESPONSIBILITIES
The position can be required to work at Katoomba and /or Springwood offices. Depending on
need, positions shift quickly between front and back of house services. Services include but


not limited to:
- provision of first point of customer contact services (telephone and in-person);
- provision of Service NSW services including agency functions

  • ServiceNSW services, activities such as but


not limited to:

  • Must have specialist knowledge and training in Service NSW activities.
\\bmcc-hqfile2\home\LDaley\Customer Service Officer

  • Provide Service NSW services to a wide range of customers performing a range of
transactions within relevant operational policies & procedures.

  • Calculate fees and charges for services; collect and balance monies, calculate floats and
issue receipts for services to Service NSW customers

  • Keep informed and take immediate action to update processes in Service NSW legislation
and/or procedures.

  • Collate and send Service NSW information collected to ensure accurate records.
  • Lead/coach new agency staff in training to attain required level of competency.
Front Counters activities, such as but

not limited to:

  • Provide the frontline response to customer enquiries and where applicable service those
needs via direct action (eg advice, information, payments, etc) or establishing a workflow
for action initiation (eg electronic Customer Service Requests).

  • Provide information and advice to all customers on Council policies, draft policies, codes,
exhibition items, business items, community services and work programs as requested,
referring to other Council officers for clarification and further information when required.

  • Provide advice, information and explanation with regard to a broad range of plans and
  • Calculate fees and charges for Service NSW and Council; collect, receipt and balance
monies, calculate floats and perform end of day duties.

  • Maintain Council's commitment to protecting personal information and ensure information
is handled in line with Council's Privacy Management plan.

Call Centre activities, such as but

not limited to:

  • Provide advice, information and explanation with regard to a broad range of Council


 Services.
  • Register Customer Service Requests for customer issues, establishing a workflow for
- actioning

  • Provide information on the range of Council services and determine the best way to
manage the customer contact in relation to a suitable and appropriate outcome for the
contact.

  • Maintain Council's commitment to protecting personal information and ensure information
is handled in line with Council's Privacy Management plan.

  • Team achieving a "First Call does it all" performance of min 80%.
  • Initiate action or workflows on incoming correspondence.
Hours of Operation are generally 8.30am - 5.00pm, but this may be reviewed in line with
broader organisational outcomes.

Guiding Principles

  • We act as one organisation responding to the changing needs of our LGA and community
  • We are strategy led, driven by our Community Strategic Plan with clear priorities and focus
  • We are service focused ' we continuously improve service provision and provide excellent
customer service

  • We collaborate and work together to achieve our outcomes
  • We ensure safety and wellbeing is at the centre of our organisation, operations and culture
  • We are a financially sustainable organisation, living within our means, ensuring best value
resource allocation
\\bmcc-hqfile2\home\LDaley\Customer Service Officer

These Guidelines complement the Council's adopted Values of: Work Together; Work Safe
Home safe; Service Excellence; Value for Money; Trust and Respect; and, Supporting
Community.

Workplace Health & Safety_ _

Ensure compliance with WHS obligations and responsibilities as outlined in Councils policies
and procedures and under the relevant WHS legislation.

These include but are

not limited to:
identifying potentially unsafe situations or work practices and notifying your Supervisor or
Manager (or the Health, Safety Manager/Area Safety Representative); never performing a task
that you believe is dangerous or for which you do not have the experience, or have not received
appropriate instructions and training or where the correct equipment to carry out the task safely
is not available; always work in a safe manner and in accordance with safety instructions,
wh

  • Customer Service/console Operator

    1 week ago

    Katoomba, New South Wales, Australia Balmain Coffee Company - All Stores Full time

    About usThe Dunn Group is an Australian family-owned business, operating in NSW for over 30 years, with 8 busy convenience petroleum retail sites across Sydney metro, the Blue Mountains, and Wagga Wagga. "Balmain Coffee Company" is an extension of our business along with our "Supply - Your Local Food Store" offer which is an amazing range of made in store...

  • Customer Service/console Operator

    1 week ago

    Katoomba, New South Wales, Australia bp Wentworth Falls bp Katoomba bp Blackheath - Balmain Coffee Company Full time

    About usThe Dunn Group is an Australian family-owned business, operating in NSW for over 30 years, with 8 busy convenience petroleum retail sites across Sydney metro, the Blue Mountains, and Wagga Wagga. "Balmain Coffee Company" is an extension of our business along with our "Supply - Your Local Food Store" offer which is an amazing range of made in store...

  • Administration Officer

    1 week ago

    Katoomba, New South Wales, Australia Nepean Blue Mountains Local Health District Full time

    Employment Type: CasualPosition Classification: Administration Officer Level 2Location: Blue Mountains District ANZAC Memorial and Springwood HospitalsRemuneration: $ $32.24 per hourRequisition ID: REQ484420Applications Close: 05/06/2024 With __CORE__ Values of __C__ollaboration, __O__penness, __R__espect and __E__mpowerment,_- working with us will ensure...

  • First Nations Visitor Services Officer V24/9239

    1 week ago

    Katoomba, New South Wales, Australia Blue Mountains City Council Full time

    Blue Mountains City covers the traditional lands of the Dharug and Gundungurra First Nations people.The First Nations Visitor Services Officer will work with Traditional Custodians and the local FirstNations community following the cultural requirements to identify, develop, source and coordinateIndigenous led opportunities to deliver indigenous visitor...

  • First Nations Visitor Services Officer

    1 week ago

    Katoomba, New South Wales, Australia Blue Mountains City Council Full time

    The First Nations Visitor Services Officer will work with Traditional Custodians and the local First Nations community following the cultural requirements to identify, develop, source and coordinate Indigenous led opportunities to deliver local indigenous visitor product including retail products for sale through the Visitor Information Centres and other...

  • Reception and Administration Support Officer

    1 week ago

    Katoomba, New South Wales, Australia Chandler Macleod Full time

    About the company: This leading Federal government agency supports Australian's in achieving their goals and helps them to live a better life. Their work has an impact on a significant area in the social sector, and you can contribute to the difference that they make in this role. This agency is known for having a great culture across different teams and...

  • Asset Investigation Officer

    1 week ago

    Katoomba, New South Wales, Australia Blue Mountains City Council Full time

    An exciting full-time opportunity exists for an Asset Investigation Officer, to join our fast-paced team in carrying out systematic and prioritized inspection programs and audits of our civil assets. If you have a passion for preserving civil infrastructure in our world heritage city and possess a sharp eye for detail and a strong sense of responsibility...

  • APS3 Administration Officer

    3 weeks ago

    Katoomba, New South Wales, Australia Randstad Australia Full time

    This is a 12 month temporary contract, working full time hours (37.5 per week) through Randstad.Duties and responsibilities:Providing front of house / reception support for the local office, including participant enquiries.Managing the team's shared email inbox, handling appointments and taking telephone enquiries.Coordinating appointments with the use of...

  • APS3 Administration Officer

    2 months ago

    Katoomba, New South Wales, Australia Randstad Australia Full time

    This is a 12 month temporary contract, working full time hours (37.5 per week) through Randstad.Duties and responsibilities:Providing front of house / reception support for the local office, including participant enquiries.Managing the team's shared email inbox, handling appointments and taking telephone enquiries.Coordinating appointments with the use of...

  • Marketing Officer

    1 week ago

    Katoomba, New South Wales, Australia Blue Mountains City Council Full time

    Initiate and implement effective marketing strategies to promote the Blue MountainsTheatre & Community Hub activities and programs.**RELATIONSHIPSReports to: Position Title Program Leader, HUBReports to: Position Number P00903Staff Responsibility:NoneKey Internal Relationships:Programs Coordinator, Venue & Ticketing ServicesOfficer, Administration Officer;...

  • Front Office Receptionist

    1 week ago

    Katoomba, New South Wales, Australia Metropole Guest House Full time

    Job descriptionMetropole Guest House is part of a privately owned Hotel Group with a very fresh focus, offering complete Blue Mountains holiday experiences to our guests. We are seeking an enthusiastic Front Office Receptionist to join our innovative team.The Front Office Receptionist will have:Have exceptional customer service skills Have excellent...

  • Children and Family Services Development Officer

    1 week ago

    Katoomba, New South Wales, Australia Blue Mountains City Council Full time

    -To provide specialist expertise, strategic input and advocacy on behalf ofCouncil on issues relating to improving the quality of life for children andfamilies, living in the Blue Mountains. To assess the needs and facilitate the development of targeted services andfacilities for children and families living in the Blue Mountains. To lead and maintain...

  • Fire Safety Compliance Officer

    1 week ago

    Katoomba, New South Wales, Australia Blue Mountains City Council Full time

    Actively contribute to Council's Annual Fire Safety Statement Program (for buildings)to ensure that statements are received, assessed, processed and accepted inaccordance with legislative requirements. The position is focused on providing quality customer service and regulatory outcomesthat contribute to improved development and public safety standards in...

  • Children and Family Services Development Officer

    1 week ago

    Katoomba, New South Wales, Australia Blue Mountains City Council Full time

    In this position, you will:- provide specialist expertise, strategic input and advocacy on behalf of Council on issues relating to improving the quality of life for children and families, living in the Blue Mountains.- assess the needs and facilitate the development of targeted services and facilities for children and families living in the Blue Mountains.-...

  • Policy & Compliance Officer (V23/8866)

    1 week ago

    Katoomba, New South Wales, Australia Blue Mountains City Council Full time

    This role delivers the organisational governance and compliance frameworks, including policy,delegations, compliance and legal management. It provides business improvement initiativesin relation to policy and compliance management and seeks best practice in governance andtransparency. The role provides policy management through the preparation, review...

  • Resource Recovery Officer

    1 week ago

    Katoomba, New South Wales, Australia Blue Mountains City Council Full time

    This Customer Service role for Blaxland Waste Management Facility includes:Greeting customers at the Waste Facility Checking and identifying a variety of Waste Loads Directing customers and ensuring correct disposal of Waste loads Identifying and reporting hazards, including asbestos contaminated loads Housekeeping of the Waste Facility and various other...

  • Overnight Guest Services

    1 week ago

    Katoomba, New South Wales, Australia YHA Australia Full time

    YHA is Australia's largest backpacker accommodation provider, allowing people of all ages to travel and meet other backpackers in more than 50 YHA properties across the country. We are a membership-based, not for profit association, with all profits going back into our properties and the experience they provide. YHA Australia is part of the world's largest...

  • Privacy & Information Officer (V23/8920)

    1 week ago

    Katoomba, New South Wales, Australia Blue Mountains City Council Full time

    This role delivers the organisational governance and compliance frameworks, specificallyrole provides policy, delegations, compliance and legal management functions. It providesbusiness improvement initiatives in relation to privacy, policy and compliancemanagement and seeks best practice in governance and transparency. The role supportspolicy management...

  • Visitor Information Officer

    1 week ago

    Katoomba, New South Wales, Australia Blue Mountains City Council Full time

    Blue Mountains Visitor Information Centres are looking for a creative and customer focused individual with experience in retail, local area knowledge, and experience working in a busy and fast paced environment. You will foster and promote the development of the Blue Mountains by providing information services to visitors, prospective visitors, members,...

  • Resource Recovery Officer

    1 week ago

    Katoomba, New South Wales, Australia Blue Mountains City Council Full time

    Council's Waste Management Facilities are looking for enthusiastic applicants that can demonstrate professional customer service experience and a willingness to learn, upskill and actively participate in all aspects of the Waste Facility operations.You will be required to: Greet customers at the Waste Facility Use computerised systems on the Weighbridge...