Customer Service Technical Officer

3 weeks ago

Broadmeadows, Australia Hume City Council Full time

** Fixed Term contract for 12 months, Full-time**:

- ** $81,672.54 per annum plus Superannuation**:

- ** Join the Assets 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.

**What you’ll be doing**:

- Deliver customer service efficiently, and effectively manage complaints, enquiries, and requests on all the services and operations that the Traffic Engineering team provide including assistance to other Council engineering teams.
- Efficiently and effectively manage complaints, enquiries, and requests on all the services and operations that the Traffic team provide including assistance to other Assets teams when required.
- Provide accurate, timely and courteous information and assistance to customers.
- Deliver a proactive approach to resolving customer interactions through effective questioning, negotiation, and conflict management.
- Provide administrative and technical support to all services provided by the Traffic Engineering team including but not limited to:

- Traffic, parking and Councillor Enquiry investigations, assessment, and issuing of permits
- Community and stakeholder engagement of projects
- Local Area Traffic Management Studies
- Town Planning traffic impact assessment of developments
- Traffic Management Plan and Heavy Vehicle assessment and issuing of permits
- Procurement of services and equipment
- Traffic survey information
- Maintaining data registers and documents
- Perform any other duties as directed, within the skills and capabilities expected of a position at this level.

**The skills and experience you’ll bring to the role**:

- Ability to assess, provide advice and process permits relating to traffic, parking, cycling, pedestrians, traffic management plans and heavy vehicle routes within the relevant policies, regulations, and procedures.
- Understanding the key role and function of the Traffic team is to provide traffic engineering services for Council’s Road Network and Traffic Capital Works Programs.
- Ability to gain co-operation and assistance from clients, members of the public and other employees in the administration of well-defined activities.
- Demonstrated work skills and experience in providing administrative technical duties and support to organisations, departments, or teams.
- Demonstrated work skills, experience, and ability to provide high-level customer service, manage customer complaints and difficult customers, with an aptitude for developing customer-focused solutions consistent with organisational policies, procedures, and values.
- Well-developed interpersonal, both oral and written, influencing and negotiation skills with a commitment to delivering excellent and empathetic customer service.
- Ability to understand and interpret Geographic Information System (GIS), traffic engineering drawings and other relevant technical information.

**Required Certifications & Qualifications**:

- A relevant recognised qualification in Administration, Customer Service, or related field is desirable. Alternatively, a lesser formal qualification with relevant engineering administration and customer service experience.
- Current Victorian driver's license

**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 and people from culturally diverse backgrounds to apply.

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