Customer Liaison Officer

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Job Description

• Permanent, Full time
• $75,252 per annum plus Superannuation
• Join the Home Support Services team
  
  

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.

The Customer Liaison Officer is responsible for assessing Aged and Disability Services customer needs to determine the most appropriate course of action in line with organisational policies, procedures, and values. Providing general administrative support, such as basic rostering for A&D clients, as required while ensuring a prompt and efficient resolution to customer enquiries while maintaining a high standard of customer service.

What You'll Be Doing

• Deliver high-quality customer service while on the phone.
• Efficiently manage and resolve enquiries, and requests related to A&Ds and operations.
• Provide clear, accurate, and timely information to customers about all aspects of Council operations in a courteous and professional manner.
• Adapt your communication to provide a high-quality experience for every customer.
• Actively contribute to a collaborative team environment that shares the responsibility of managing customer enquiries and workloads, delivering positive outcomes for all customers.
• Foster positive working relationships with other Council business units to ensure seamless service delivery and customer satisfaction.
• Uphold a commitment to social justice and inclusion by providing respectful, culturally appropriate support to customers from diverse backgrounds, including those with different abilities.
• Complete relevant administrative tasks associated with customer requests, applications, and enquiries efficiently and accurately.
• Maintain a safe, professional, and well-presented work area.
• Perform any additional duties as required and directed by Service Coordination Leader.
• Demonstrate a basic understanding of the Aged Care sector and the services provided by the Council.
• Maintain awareness of the Home and Community Care Program for Younger People (HACC PYP) and its related services.
  
  

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

• Proven ability to effectively use customer service and A&Ds software, including telephony systems, knowledge management, customer management and client management systems
• Provide ability to provide effective Customer Services including the use of Client Management programs.
• Proficient in MS Office applications and use of software telephone-based systems
• An understanding of the Aged Care sector, including services provided, and familiarity with disability support under the HACC PYP program.
• Demonstrated capability to deliver high-quality customer service.
• Excellent communication skills to address diverse customer needs.
• Demonstrated experience working with customers from culturally and linguistically diverse backgrounds, ensuring inclusive and respectful service.
• Proficiency in a language other than English, relevant to Hume City's community, is highly desirable.
  
  

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, LGBTIQA+ people and people from culturally diverse backgrounds to apply.

All candidates will be required to undertake background and probity checks including Reference Checks, Working with Children Check, and a Criminal Record Check.

Additional Information

Position DescriptionSeniority level

• Seniority levelEntry level

Employment type

• Employment typeFull-time

Job function

• Job functionOther
• IndustriesGovernment Administration

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