Customer Contact Officer

4 months ago

Merrylands, Australia Cumberland Council Full time

Located 20km west of Sydney on Dharug country, with a population of 240,000 residents, Cumberland City Council is the fourth most populous Local Government Area in Greater Sydney. Cumberland boasts one of the most diverse communities in Australia, with people from many different backgrounds and cultures living alongside one another.

Our people are focused on driving community outcomes, programs and services to innovate, inspire and deliver change for the community we represent and has worked hard to fulfil its community’s vision for Cumberland as a place where anyone can feel **welcome**, **belong **and **succeed**.

**ABOUT THE OPPORTUNITY**:
The Customer Experience team are responsible for being first point of contact for the community and work within Council's call centres, front counters and service centres to assist the community with their enquiries.

We have an exciting opportunity for two (2) dynamic Customer Contact Officers to join our Customer Experience team and provide a high quality, efficient and positive end to end experience for both internal and external customers across multiple Council sites.

The successful applicant will require:

- Relevant tertiary qualifications or demonstrated extensive related experience
- Eligible as a Justice of the Peace
- Ability to perform all functions across multiple work sites, including but not limited to, Auburn and Merrylands Service Centre and Berala, Greystanes and Wentworthville Community Centre
- Proven experience in the delivery of excellent customer service and in exceeding customer expectations across a variety of contact channels, including phone and front counter and remote sites
- Proven written and oral communication and interpersonal skills, including the preparation of regular reports, submissions and correspondence
- Experience with the handling of general technical or more complex enquiries including Development Assessment, rates and developing and upskilling staff to handle as appropriate
- Highly developed organisational and time management skills
- Demonstrated ability to effectively resolve conflict and negotiate solutions
- Flexibility to work as part of a roster to both lead staff and carry out duties on the counter, call centre, electronic customer service and administration
- Ability to monitor work volumes, report new or emerging issues or trends and recommend changes
- Demonstrated experience in administering a Customer Relationship Management System
- Demonstrated experience in implementing new customer service initiatives and service improvements to enhance the end user customer experience.

Download the position description here for more information.

**About this role**:

- Two (2) positions are available, one permanent, full-time position and a term contract full-time position for up to a period of ten (10) months
- 70 hour fortnight
- Access to Council's 9 day fortnight Rostered Day Off (RDO) arrangement
- These roles will be located at Council's Merrylands, Wentworthville, Berala, Greystanes and Auburn offices, with frequent travel required across Council worksites, and may be required to work across any of Council’s work locations.

**Salary information**: The salary and conditions of employment are in accordance with the NSW Local Government (State) Award.
- Grade 8 of the Cumberland Salary Structure with a salary range of $1,336.51 to $1,536.98 per week, plus 11.5% superannuation
- The commencing salary will be negotiated, taking into consideration the successful applicant's qualifications, skills and experience related to the role

**WHAT WE CAN OFFER**:

- We promote work-life balance and offer flexible working arrangements including working from home opportunities or an additional three (3) days' leave for front-facing roles that are unable to access working from home arrangements
- Training and professional development opportunities available to develop skills and grow your career
- Leave entitlements including annual leave,** **15 days personal leave per year, parental leave and access to Long Service Leave after five (5) years (where applicable)
- Three (3) additional grant days of paid leave over Christmas (where applicable)
- Corporate Health Insurance discounts
- Health and Wellbeing Programs to support our staff by providing access to online professional learning, paid leave to undertake annual skin checks, COVID-19 vaccinations and to donate blood
- Subsidies to assist with the cost of wellness and fitness activities
- Free access to Council owned and managed Aquatic Centres
- Access to Council's Fitness Passport Program and Employee Assistance Program (EAP).

**ABOUT US**:
**What you'll need to have for this role**:

- The right to live and work in Australia
- Be able to provide information for pre-employment checks required for the position
- Participate in health monitoring as outlined in the risk assessment for this position and Council’s Health Monitoring Procedure, as required
- Provide evidence

  • Customer Contact Officer

    7 months ago

    Merrylands, Australia Cumberland City Council Full time

    Cumberland City Council is located within the fast-growing Central City District and is on the doorstep of two of Greater Sydney’s new cities, between the Greater Parramatta and Olympic Park (GPOP) area and the new Western Parkland City. The Central City District is benefiting from unprecedented city-scale infrastructure investments, making this an...

  • Customer Contact Officer

    4 weeks ago

    Merrylands, Australia Cumberland Council Full time

    Located 20km west of Sydney on Dharug country, with a population of 240,000 residents, Cumberland City Council is the fourth most populous Local Government Area in Greater Sydney. Cumberland boasts one of the most diverse communities in Australia, with people from many different backgrounds and cultures living alongside one another. Our people are focused...

  • Customer Contact Officer

    4 weeks ago

    Merrylands, Australia Cumberland Council Full time

    Located 20km west of Sydney on Dharug country, with a population of 240,000 residents, Cumberland City Council is the fourth most populous Local Government Area in Greater Sydney. Cumberland boasts one of the most diverse communities in Australia, with people from many different backgrounds and cultures living alongside one another. Our people are focused on...

  • Customer Service Officer

    3 weeks ago

    Merrylands, Australia Cumberland Council Full time

    Located 20km west of Sydney on Dharug country, with a population of 240,000 residents, Cumberland City Council is the fourth most populous Local Government Area in Greater Sydney. Cumberland boasts one of the most diverse communities in Australia, with people from many different backgrounds and cultures living alongside one another. Our people are focused...

  • Bookings and Community Centres Officer

    2 months ago

    Merrylands, Australia Cumberland Council Full time

    Located 20km west of Sydney on Dharug country, with a population of 240,000 residents, Cumberland City Council is the fourth most populous Local Government Area in Greater Sydney. Cumberland boasts one of the most diverse communities in Australia, with people from many different backgrounds and cultures living alongside one another. Our people are focused...

  • Youth Program Officer

    3 weeks ago

    Merrylands, Australia Cumberland Council Full time

    Located 20km west of Sydney on Dharug country, with a population of 240,000 residents, Cumberland City Council is the fourth most populous Local Government Area in Greater Sydney. Cumberland boasts one of the most diverse communities in Australia, with people from many different backgrounds and cultures living alongside one another. Our people are focused...

  • Bookings and Community Centres Officer

    4 weeks ago

    Merrylands, Australia Cumberland Council Full time

    Located 20km west of Sydney on Dharug country, with a population of 240,000 residents, Cumberland City Council is the fourth most populous Local Government Area in Greater Sydney. Cumberland boasts one of the most diverse communities in Australia, with people from many different backgrounds and cultures living alongside one another. Our people are focused...

  • Branch Officer

    2 months ago

    Merrylands, Australia IAG Full time

    We’re ready for you! Join the largest insurance group in Australia and New Zealand as Customer Business Consultant. **Your Role** We’re looking for a Customer Business Consultant to join our high-energy NRMA branch located in **Dharug Country (Merrylands).** In this role, you’ll be the first point of contact for all interactions from new and...

  • Parking Patrol Officers

    6 months ago

    Merrylands, Australia HOBAN Recruitment Full time

    As a Parking Patrol Officer, you will play a crucial role in maintaining public safety and amenity by patrolling areas with parking restrictions and enforcing local government regulations. This position requires a commitment to upholding parking laws, dealing with the public respectfully, and contributing to the community's well-being. **Benefits**: - Work...

  • Access to Information Officer

    7 months ago

    Merrylands, Australia Cumberland Council Full time

    Cumberland City Council is located within the fast-growing Central City District and is on the doorstep of two of Greater Sydney’s new cities, between the Greater Parramatta and Olympic Park (GPOP) area and the new Western Parkland City. The Central City District is benefiting from unprecedented city-scale infrastructure investments, making this an...

  • Records Management Officer

    7 months ago

    Merrylands, Australia Cumberland City Council Full time

    Cumberland City Council is located within the fast-growing Central City District and is on the doorstep of two of Greater Sydney’s new cities, between the Greater Parramatta and Olympic Park (GPOP) area and the new Western Parkland City. The Central City District is benefiting from unprecedented city-scale infrastructure investments, making this an...

  • Archivist/records Management Officer

    7 months ago

    Merrylands, Australia Cumberland City Council Full time

    Cumberland City Council is located within the fast-growing Central City District and is on the doorstep of two of Greater Sydney’s new cities, between the Greater Parramatta and Olympic Park (GPOP) area and the new Western Parkland City. The Central City District is benefiting from unprecedented city-scale infrastructure investments, making this an...

  • Workshop Officer

    7 months ago

    Merrylands, Australia Cumberland Council Full time

    Cumberland City Council is located within the fast-growing Central City District and is on the doorstep of two of Greater Sydney’s new cities, between the Greater Parramatta and Olympic Park (GPOP) area and the new Western Parkland City. The Central City District is benefiting from unprecedented city-scale infrastructure investments, making this an...

  • Records Management Officer Part-time

    7 months ago

    Merrylands, Australia Cumberland City Council Full time

    Cumberland City Council is located within the fast-growing Central City District and is on the doorstep of two of Greater Sydney’s new cities, between the Greater Parramatta and Olympic Park (GPOP) area and the new Western Parkland City. The Central City District is benefiting from unprecedented city-scale infrastructure investments, making this an...

  • Community Development Officer

    2 months ago

    Merrylands, Australia Cumberland Council Full time

    Located 20km west of Sydney on Dharug country, with a population of 240,000 residents, Cumberland City Council is the fourth most populous Local Government Area in Greater Sydney. Cumberland boasts one of the most diverse communities in Australia, with people from many different backgrounds and cultures living alongside one another. Our people are focused...

  • Development Compliance Officer

    6 months ago

    Merrylands, Australia Cumberland Council Full time

    Cumberland City Council is located within the fast-growing Central City District and is on the doorstep of two of Greater Sydney’s new cities, between the Greater Parramatta and Olympic Park (GPOP) area and the new Western Parkland City. The Central City District is benefiting from unprecedented city-scale infrastructure investments, making this an...

  • Development Compliance Officer

    7 months ago

    Merrylands, Australia Cumberland Council Full time

    Cumberland City Council is located within the fast-growing Central City District and is on the doorstep of two of Greater Sydney’s new cities, between the Greater Parramatta and Olympic Park (GPOP) area and the new Western Parkland City. The Central City District is benefiting from unprecedented city-scale infrastructure investments, making this an...

  • Development Programs Officer

    7 months ago

    Merrylands, Australia Cumberland City Council Full time

    Located 20km west of Sydney on Dharug country, with a population of 240,000 residents, Cumberland City Council is the fourth most populous Local Government Area in Greater Sydney. Cumberland boasts one of the most diverse communities in Australia, with people from many different backgrounds and cultures living alongside one another. Our people are focused...

  • Fire Safety Officer

    7 months ago

    Merrylands, Australia Cumberland Council Full time

    Located 20km west of Sydney on Dharug country, with a population of 240,000 residents, Cumberland City Council is the fourth most populous Local Government Area in Greater Sydney. Cumberland boasts one of the most diverse communities in Australia, with people from many different backgrounds and cultures living alongside one another. Our people are focused...

  • Banking Traineeship Aboriginal Identified

    7 months ago

    Merrylands, Australia Maxima Full time

    **About Maxima**: Maxima’s First Nations Employment Team is here to provide culturally safe and relationship-based practices to build your capacity in being deadly and successful. We provide a collaborative approach when providing coaching and mentoring in Traineeships. **Your Host Employer**: St. George Bank is a subsidiary of the Westpac Banking...