Customer Experience Officer

2 weeks ago


Nowra, Australia Shoalhaven City Council Full time

Salary: $61,479 - $69,101 p.a. plus 10.5% Super
- Permanent / Full-time
- Work in a fast-paced, dynamic Customer Service Team

**About Shoalhaven Council**

Shoalhaven City Council is a dynamic organisation serving a large and diverse community; limitless opportunity exists for an exciting and rewarding career. The Shoalhaven is located just 2 hours from Sydney and 2.5 hours from Canberra. The Shoalhaven is home to 104,000 people and comprises of 49 unique towns and villages. It is a place of great natural beauty and offers an enviable lifestyle and positive work-life balance.

**About the role**

This is a
**Permanent Full-time** position, working
**35 hours** per week (Monday to Friday, between 8:30am and 5:00pm) at the
**Nowra Administration Building**.

**Duties**

Reporting directly to the Contact Centre Lead, the focus of this position is to:

- Reconcile transactions to daily monies in accordance with procedures.
- Interacting with customers in a sensitive manner and welcoming all feedback.
- Providing guidance and assistance to telephone and front counter enquiries, at all times maintaining a professional and courteous manner.
- Attending to customers promptly, impartially, and courteously taking into account particular characteristics, needs and diversity.
- processes and the Privacy Principles.
- Providing a clear, accurate and comprehensive response to an enquiry, supported by helpful written documentation as follow up, where appropriate.

**Skills & Experience**

In order to be successful in the position, you will be/ possess:

- Certificate IV in Business (Administration) or equivalent experience in a customer service role in the services industry
- Experience in information provision in a high volume and highly demanding environment either over the telephone or face to face
- A high level of communication and interpersonal skills, with the ability to maintain a calm, efficient manner during sensitive and demanding situations across a diverse range of backgrounds and cultures.
- Ability to develop productive working relationships in a professional manner to a diverse range of people including our internal and external customers.
- Current Class C Drivers Licence
- Proof of Australian residency or citizenship

**Benefits**

We are committed to creating a positive culture and strong team environment, and offer a range of benefits:

- Generous Leave Entitlements
- Long Service Leave After 5 Years
- 9 Day Fortnight for Outdoor Staff
- Flexitime for Indoor Staff
- Remote Working Arrangements
- Fitness Passport
- Novated Lease Arrangements
- Discounted Private Health Insurance
- Training and Development Programs

**How to Apply**

In addition, you will be required to demonstrate how you satisfy the requirements of the position by answering the below questions relevant to the essential criteria as outlined in the job advertisement.
- At Shoalhaven City Council our corporate core values are: Collaboration, Adaptability, Integrity and Respect. Please choose one value and advise how you have enacted this value in a professional setting.
- How would you describe your approach to customer service?
- Why do you want to work in the Customer Experience team?
- How do you deal with pressure or stressful situations?

**Contact**: Calena Karaitiana - Senior Customer Experience Officer (02) 4429 3325

**Applications Close**: Tuesday, 21st February 2023 (at Midnight)



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