Customer Service Officer

To provide information and assistance on a wide range of Council functions to all customers
in a professional, courteous and efficient manner.

**RELATIONSHIPS
**Reports to**:Program Leader Customer Services

**Report to**:P00112

**Staff Responsibility**:Nil

**Key Internal Relationships**:Liaison with staff at all levels of the organisation

**Key External Relationships**:Residents; tourists and business sector; community
groups and other representatives

**KEY RESPONSIBILITIES**

The position can be required to work at Katoomba and / or Springwood offices. Depending
on need, positions shift quickly between front and back of house services. Services include
but not limited to:
- Provision of first point of customer contact services (telephone and in-person);

Front Counters activities, such as but not limited to:
Provide the front-line response to customer enquiries and where applicable service
those needs via direct action (eg advice, information, payments, etc) or establishing a
workflow for action initiation (eg electronic Customer Service Requests).
- Provide information and advice to all customers on Council policies, draft policies,
codes, exhibition items, business items, community services and work programs as
requested, referring to other Council officers for clarification and further information
when required.Provide advice, information and explanation with regard to a broad range of plans and
- Calculate fees and charges for Council; collect, receipt and balance monies, calculate
floats and perform end of day duties.
- Maintain Council’s commitment to protecting personal information and ensure
information is handled in line with Council’s Privacy Management plan.

Call Centre activities, such as but not limited to:
Provide advice, information and explanation with regard to a broad range of Council
Services.
- Register Customer Service Requests for customer issues, establishing a workflow for
action initiation.
- Provide information on the range of Council services and determine the best way to
manage the customer contact in relation to a suitable and appropriate outcome for the
contact.
- Maintain Council’s commitment to protecting personal information and ensure
information is handled in line with Council’s Privacy Management plan.
- Team achieving a “First Call does it all” performance of min 80%.
- Initiate action or workflows on incoming correspondence.

Hours of Operation are generally 8.15am - 5.15pm, but this may be reviewed in line with
broader organisational outcomes.

**Guiding Principles
- **

We act as one organisation responding to the changing needs of our community while
protecting and enhancing our World Heritage environment
- We are strategy led, driven by our Community Strategic Plan with clear priorities and focus
- We are service focused we continuously improve service provision and provide excellent
customer service
- We collaborate and work together to achieve our outcomes
- We ensure safety and well-being is at the centre of our organisation, operations and culture
for our employees, our community and our environment
- We are a socially, environmentally and financially sustainable organisation, living within
our means, ensuring best value resource allocation

These Guidelines complement the Council’s adopted Values of: Work Together; Work Safe
Home safe; Service Excellence; Value for Money; Trust and Respect; and, Supporting
Community

**Workplace Health & Safety**

Ensure compliance with WHS obligations and responsibilities as outlined in Councils policies
and procedures and under the relevant WHS legislation. These include but are not limited to:
identifying potentially unsafe situations or work practices and notifying your Supervisor or
Manager (or the Health, Safety Manager/Area Safety Representative); never performing a
task that you believe is dangerous or for which you do not have the experience, or have not
received appropriate instructions and training or where the correct equipment to carry out the
task safely is not available; always work in a safe manner and in accordance with safety
instructions, where applicable; use the work equipment supplied for the job, in accordance
with the manufacturer's instructions), and any personal protective equipment, which the

Council deems necessary and has provided; be safety aware and report any actions to your
line manager which will assist the Council to meet its legal workplace health and safety
obligations.

You have the right to cease or direct cessation of unsafe work. In addition you are required at
all times to comply with Councils Asbestos Management Plan and Policy.

**COMMUNICATION**

The position communicates on a daily basis with customers such as ratepayers, community
members, builders, Council service users and developers to provide information on the full
range of Council’s, policies and plans.

The position requires excellent interpersonal skills to ensure that information and advice
provide