Customer Solutions Officer

2 days ago

Geelong, Australia Civica UK Ltd Full time

Customer Solutions Officer

Changing communities for the better starts with you

Join us on our mission to change the world.

Civica is a global organisation of over 5,000 employees, providing smart software to deliver the public services of the future and improve outcomes for citizens.

We are problem solvers and experts in our field. And we love what we do because it makes a difference to those who really need it.

In our team we have some truly amazing people - smart, passionate, fun. And there’s plenty of room for you to join us.

So, are you ready to become part of our vision in building a better world through smart software and cloud services?

What does it take to become a Civican?

Working across our internal and customer environments, building robust solutions, and providing specialist engineering support needs all your natural superpowers to be at the ready.

Working as a Customer Solutions Officer, you will be responsible to support the first contact resolution team and you will also be supporting the customer service representatives too. You will be focused on achieving excellent individual and team performance outcomes, with the ability to self-manage, set your own goals, and strive for the best possible results

If you have a CAN DO attitude and a very customer-centric approach, This is the right role for you

**Requirements**:
We welcome your unique talents

As a Customer Solutions Officer you will have:

- Strong written and verbal communication skills along with active listening
- Ability to multi-task, set priorities and manage time effectively
- Proven ability to follow policies and procedures

Hopefully, you also have strong problem-solving and analytical skills.

A day in life

This team sits within the Correspondence space and will focus on achieving daily KPI workload whilst actively contacting our customers to gather the vital pieces of missing information in order for us to complete all processing actions in the first instance. You are also extra willing to be flexible and support our friends in Contact Centre, Nominations, and other teams. Ultimately you will be part of a team that is versatile and multi-skilled, leading the way in managing complex customer inquiries via multiple channels.

You will be proactively managing a high volume of customer/client inquiries via phone or written correspondence as required. You will have to Identify and drive continuous improvement opportunities for enhanced customer satisfaction and efficiencies adhering to policies, business rules, and work instructions.

**Benefits**

Why you’ll love working with us

We know that when our people are happy they will work better and have greater work satisfaction. We are an Australian Business Awards Employer of Choice and a UK Financial Times Diversity leader for the second year in 2021, rising 400 places and ranking 10th overall in the IT and software sector. We work with leading organisations such as the Tech Talent Charter and White Ribbon

So here at Civica, we look after you. Here’s what you can expect:
Career opportunities - we take great satisfaction in seeing you grow and share your knowledge to other parts of our large business

Flexible work - we have the technology and tools to support you to work from that tropical paradise you’ve dreamed ofor even if you just prefer to work from home and come into our offices now and then to catch up and socialise with colleagues

We’re all different - and we love this about us. We provide an inclusive, safe and welcoming environment to all Civicans, new and old

Focus on learning
- there are heaps of opportunities to enable you to grow and be your best.

Giving culture - we encourage you to “give back” with benefits such as our Donate a Day leave where you can volunteer for a charity of your choice

Do you see yourself in this role? If so, then we would love to hear from you. Please include a cover letter outlining how your experience, aspirations and values are a match, along with your resume and we will take it from there

We are an equal opportunity employer. We do not discriminate on the basis of race, religion, colour, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

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