Customer Service Officer

**Multiple Full time permanent roles available (based on 35 hours per week)**:

- **Fortnightly RDO**:

- **Salary: $77k - $82k + Super**:

- **Ability to transfer or take LSL (Long Service Leave) within Local Government**

**About Merri-bek City Council**:
Merri-bek City Council is a progressive council of 175,000 residents: one community, proudly diverse. Our council area sits within the banks of the Merri Creek and the Moonee Ponds Creek, and includes Brunswick, Coburg, Fawkner, Glenroy, Gowanbrae, Hadfield, Oak Park and Pascoe Vale. Our city is vibrant and energetic, known for its active community, cultural diversity, creative industries and the arts. Our long-term vision has ambitious goals for environmental sustainability, social justice, community wellbeing, and creating great places. With the Civic Centre located in Coburg, 8 kilometres north of Melbourne’s CBD, there are excellent public transport options and great food and cafés right at the doorstep.

Merri-bek Council strives to be a contemporary, innovative and collaborative organisation with a deep commitment to engaging and supporting the Merri-bek community. Our organisational vision is to be one team, brave and diverse, making a difference.

We pride ourselves on being an inclusive and welcoming workplace. We offer flexible and hybrid work options and genuinely care about providing our staff work/life balance. With the Civic Centre located in Coburg, 8 kilometres north of Melbourne’s CBD, there are excellent public transport options and great food, cafés, parks and a cinema right at the doorstep. Merri-bek is a great place to live, work and play.

**About the role**:
Are you looking for a role to showcase your customer service skills and make a difference in the community? Join our Team

We are looking for Customer Service Superstars who are passionate about providing a great service to our community. Working as part of a team within a highly supportive environment, you will be empowered to support and serve the community both over the phone and in person. You will be comfortable in a contact centre environment as well as connecting with our community face to face in our customer service centres, located at Coburg, Brunswick and Glenroy.

With a keen eye for detail, you’ll be able to accurately action customer requests, attend to enquiries and process transactions while role modelling customer focused behaviour. When required, you’ll use conflict resolution and negotiation skills to successfully navigate challenging customer scenarios, resolve issues and assist customers.

We value our supportive team environment and are looking for individuals who will respectfully and professionally contribute to the Customer Service team culture, receive feedback, support peers and identify customer service improvement initiatives.

**Skills and experience require to perform the role**:

- Demonstrated experience in a fast-paced Customer Service and/or Contact Centre environment
- Outstanding level of verbal, written and active listening communication skills with the ability to relate and adapt to internal and external customers at all levels
- Highly motivated individual with an interest in working in a local government organisation to deliver outstanding service to the community
- Ability to manage challenging customer situations calmly and confidently
- Ability to work across digital engagement channels, possessing solid typing skills and the ability to quickly learn new computer systems and processes
- Demonstrated ability to work autonomously or cooperatively in an integrated team environment
- Undertake accurate and timely receipting of Council payments and daily banking reconciliation in accordance with policies and procedures.
- Experience or exposure to customer request management (CRM) systems and practices
- Resilience and ability to manage at times high volume workloads
- Employee Working with Children’s Check (or willingness to obtain one)

**What the role can offer**:

- Fortnightly RDO
- Variety of a rotating roster and working at different locations across Merri-Bek.
- Extensive opportunities for training & career development
- Salary sacrifice options
- A real sense of work-life balance & flexible work options
- Employer-supported study assistance schemes
- Wellness programs

**Further support offered for our staff**:

- Up to 20 weeks primary & up to 5 weeks secondary parental leave
- Purchase leave
- Ceremonial leave
- Gender affirmation leave
- Family violence leave

**Applications close: 11:30pm, Tuesday, 22 April 2025.**

**How to apply**:

- Please note that some documents relating to this position may reference Moreland City Council. We are in the process of updating the councils new name of Merri-bek City Council.

Merri-bek is focused on diverse representation of the community we serve. With this we value lived experience that could contribute to the shaping of this role and in turn will continue to provide representation and g