Customer Experience Officer

Located 20km west of Sydney on Dharug country, with a population of over 245,000 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 a dynamic Customer Experience Officer 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 and touchpoints. It's primary goal is to foster a customer experience orientated culture within the team and Council through excellence in Customer Experience.

Reporting to the Customer Experience Coordinator, this role provides front line customer service to external and internal customers over telephone, in person, writing and online including provision of information, processing applications and requests for service, production of certificates and cashiering.

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
- Extensive experience in processing applications and requests for service, production of certificates and cashiering including end of day reconciliation and processing
- 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.

Council offers a range of benefits, including:

- Permanent, full-time position
- 70 hour fortnight/week
- Access to Council's 9 day fortnight Rostered Day Off (RDO) arrangement
- 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 range of $1,376.59 to $1,686.33 per week, plus 12% superannuation
- Opportunities for training and professional development
- 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)
- Health and Wellbeing Programs to support our staff
- 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

Council adheres to the principles of a child safe organisation and is committed to the safety and wellbeing of all children and young people. Cumberland City Council is committed to building a diverse and inclusive workplace, reflective of the community it represents.

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