Customer Support and Information Officer

3 months ago

Strathfield, Australia Strathfield Municipal Council Full time

**Directorate**:Corporate & Community***
**Team**:Digital, Information & Customer
**Employment Status**:Permanent
**Employment Arrangement**:Full time, 35 per week with access to Council’s flexible working arrangements.
**Remuneration Range**:Grade** **7 (salary range $63,554.40 to $72,854.60), dependent upon experience, plus 11.5 % Superannuation.

**Council** Overview**

Strathfield Council (Council) is a medium sized Council located in Sydney’s Inner West. The area of the Council comprises approximately 14 square kilometres and has an estimated population of 46,000 residents, which is growing at 2.5-3% annually. Based on NSW Government projections, the population will increase to over 80,000 by 2036.

**About the Role**

Strathfield Council is seeking a capable and motivated Customer Support & Information Officer to join our Digital, Information & Customer team on a permanent, full-time basis.

The purpose of the position is the following:

- Provide accurate, reliable, high quality internal and external customer service, including seeking information from technical experts within the organisation, on a daily basis to meet customer needs and act as a one-stop shop point of contact for customers.
- Responding to enquiries via face to face, online, through Webchat and on the telephone to provide assistance and follow up information for residents and customers in respect to Councils services, Apps, bookings, customer feedback and any processes of gathering and providing relevant information and assistance, to ensure that each enquiry is satisfactorily resolved leading to a positive customer experience.
- Records Management: assist with storage, retrieval, and disposal of council records. This includes maintaining accurate and up-to-date information, ensuring confidentiality, and complying with relevant regulations and policies.
- To successfully complete day to day records activities whilst dealing with conflicting priorities within tight deadlines.
- Provide prompt and helpful assistance to staff and external stakeholders seeking access to council records. This involves retrieving requested information efficiently, assisting with data entry, and delivering high-quality customer service to ensure a positive experience for all.
- For more details regarding the specific challenges and accountabilities of this position, please see the attached PD below._

**Selection Criteria**
- Current NSW ‘Class C’ Driver Licence
- Justice of the Peace (Desirable)
- Willingness to undertake tertiary studies in the field of information management (Desirable)
- Relevant practical experience in a customer service role or industry;
- Relevant practical experience in a records role;
- Demonstrated experience in a call centre type of role and handling diverse, complex customer enquiries in a face-to-face situation within a government or complex environment;
- Demonstrated experience in office administration;
- Strong interpersonal skills including verbal and written communication skills;
- Proven adaptability to attend concurrently to several competing matters with accuracy and efficiency.

**Position Description**

**Staff Benefits**

**To Apply**

1. Please fill out your details, review and answer our designated questions below.

**_Your cover letter should address the selection criteria as found in the Position Description._**

**Applications Close at 11:59pm, Tuesday 3 September 2024.**

Job Snapshot
- Employer: Strathfield Municipal Council
- Job Type: Full Time Permanent
- Location: Strathfield, NSW
- Region: Capital City/Metropolitan
- Date Posted: 13/08/2024
- Closing Date: 3/09/2024
- Position #:

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