Customer Experience Officer

Overview

Become a Part of Moira Shire Council's Exciting Journey

At Moira Shire Council, we're reimagining local government with fresh ideas, a friendly approach, and a passion for making a real difference in our vibrant regional community. Nestled along the stunning Murray River, our region spans from the lush Barmah Forest to lively towns like Cobram, Numurkah, Nathalia, and Yarrawonga—one of Victoria's top holiday spots.

We believe in working together with honesty, respect, integrity, teamwork, and accountability to create a future everyone can be proud of.

Our role as a Council? To serve, support, and inspire our communities to facilitate the success of the Moira2045 Community Vision.

Why Work With Us?

• The primary purpose to truly make a difference locally.
• A strong, values based organisational culture.
• Supportive and family-friendly workplace.
• Flexible work arrangements to suit your lifestyle. Opportunities to Work From Home are only available after the first 6 months, and for certain roles identified as being able to accommodate this. Applications are to be made in line with our organisational policy.
• In-house, custom designed Leadership Development Program.
• Access to extensive training and education opportunities.
• Superannuation information sessions with Vision Super.
• Salary packaging and novated leases.
• Access to wellness initiatives like annual flu shots and skin checks.
• Corporate gym discounts at five different gyms across our shire.
• Benefits and discounts for certain businesses and insurances.
• Generous parental leave (16 weeks for primary carers, 6 weeks for secondary carers, and this is on top of the paid parental leave offered by the government).
• Up to two days paid volunteer leave for a community service within our shire. Following the first 12 months of service.
• Cultural and ceremonial leave.
• Opportunities for purchased leave to better accommodate your lifestyle.
• So much more…..

Please note all benefits are considered individually for roles on a pro-rata basis. Temporary and part-time roles may not be eligible for all inclusions.

Equal Opportunity

Moira Shire Council is an Equal Opportunity Employer offering flexible work arrangements for employees in a family-friendly work place.

Moira promotes a workplace that actively seeks to include, welcome and value the contributions of all people and encourages people with a disability, Aboriginal Australians, young people and people from culturally diverse backgrounds to apply.

Key Responsibilities and Functions

Customer Contact

• Deliver quality information and services via multiple channels including face-to-face, telephone, email and other forms of electronic communication.
• Answer incoming telephone calls promptly, courteously, efficiently and in a manner that enhances Council's image, including during high volume or demanding situations.
• Lodge real time customer requests for service to appropriate officers and provide progress advice to customers when requested.
• Receive, assess, and initiate actions on customer enquiries, requests and applications.
• Capture statistics for customer interactions with Council.
• Resolve a high portion of customer enquiries at first point of contact in a consistent and accurate manner and to a high standard and in accordance with performance targets.

Reception and Payment Duties

• Receive customers and visitors to Council in a prompt and courteous manner.
• Accurately receipt and reconcile all payments, including monies received in person, over the telephone and through the mail system, in accordance with procedural guidelines.
• Ensure all visitors to Council are signed in as required and their arrival announced to the hosting Council Officer(s).
• Accept and record courier deliveries and promptly notify the appropriate business unit or Council Officer of arrival of the goods.
• Issue keys to customers hiring Council owned facilities.
• Ensure customer service areas are maintained in a clean and orderly state at all times.

Service Delivery and Administration Support

• Participate in the continuous improvement of work practices by contributing to team meetings and discussions, sharing information and techniques with other staff members and management.
• Maintain and update information in the knowledge base to support first point resolution.
• Assist in the achievement of agreed outcomes consistent with department business plans and budgets.
• Monitor community satisfaction with council services through customer feedback.
• Provide a booking service for various council venues.
• Liaise, as required, with staff from other departments to gain information and to resolve customer issues.
• Stay up to date of Council activities and services to provide timely and appropriate information to customers.
• Promote Council's commitment as a customer focused organisation with adherence to Customer Service standards.
• Advise Coordinator of customer service trends and assist with proactive strategies to ensure best practice customer service.

For more information about the role view the Position Description HERE (if Hyperlink is not working, click "Apply" to view it).

To Apply for this role, please include a cover letter addressing the following Key Selection Criteria:

• High level customer service skills and experience
• Commitment to customer care and service
• Cash handling experience including receipting and reconciliation
• Demonstrated ability and experience in a Customer Service role
• Excellent written and oral communication skills
• Experience in a busy customer focused environment

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