Customer Service Officer

**Job no**: 495915
**Work type**: Permanent Part-time
**Location**: Knox Civic Centre
**Categories**: Customer Service

**About the role**

The Customer Service Officer provides a responsive interface between the community and the Council through several service environments. The role will provide courteous and responsive answers and solutions to customer enquiries.

The Customer Service Officer will provide effective and valuable service to both internal and external parties, ensuring communications are clear, concise and accurate, maintaining the integrity of the organisations profile in all dealings with customers.
- **1 x Temporary Position** **until 01/08/2024 (full time)**:

- **2 x Permanent Positions - Part Time (4 days a week)**

Shifts will be allocated on a rotating roster, covering service hours from **Monday to Friday, 8:20 AM - 5:00 PM**.

**Salary & Benefits**:
This is a **Band 4 classified** role, offering a salary range of **$71,212.94 - $75,849.47** (pro-rata for part-time), based on experience, plus **superannuation** in accordance with the Superannuation Guarantee.

**What you will bring to this role**

You will demonstrate experience having worked within a customer service environment which included a contact centre for inbound calls. We are looking for customer service professionals with a proven dedication to deliver an excellent customer experience. Strong skills in managing difficult customers.

You will have a team centred approach to your work, friendly personality and your resilient nature will see you thrive in this unique, challenging and rewarding role.

You will be adaptable and flexible in your approach, with the ability to navigate a complex environment, as well as having the confidence be a sound problem solver.

The key selection criteria for this role are:

- Experience within a telephone contact centre (over 60+ customer contacts per day) and frontline service environment (including cash handling), involving varying levels of difficulty.
- Excellent communication (verbal and written) skills and demonstrated ability to actively listen, understand and negotiate successful outcomes.
- Ability to prepare clear and accurate requests, complaints and notes using appropriate writing style in line with departmental processes.
- Ability to receive feedback and have a commitment to ongoing learning working, as part of your coaching and training plan.

**How to apply**

A link to the can be found in the job listing on our Knox City Council Jobs and Careers page.

**Why work at Knox**

Discover your future at Knox City Council, where you will deliver meaningful impact, find great opportunities and work with committed people to shape our community. As an employee of Knox, you can enjoy:

- Accrued or rostered days off available for full-time roles, depending on operational requirements
- Broad range of leave options including up to 16 weeks primary and up to 4 weeks secondary parental leave
- Salary sacrifice option for Council-owned childcare fees
- Opportunities to take on temporary roles or work in different teams to build skills and support career growth
- Support towards further study
- 50% off Knox Leisureworks memberships
- Employee Assistance Program (EAP) for support in managing personal and work-related challenges.

**To find out more about the benefits of working at Knox City Council, visit**knox.vic.gov.au/why-work-knox**

**Inherent requirements**

To view the inherent requirements for this position please see attachment below.

**Our commitments**
- Knox City Council has zero tolerance for child abuse and all forms of harm to children. All children and young people who access our services, programs, events and facilities have the right to feel safe and be safe. This includes spaces owned or managed by Council. We take the wellbeing and safety of children and young people in our care seriously. We maintain a child safe organisation by embedding the protection of children into everyday thinking and practice. All Knox City Council employees, contractors and volunteers are responsible for ensuring children and young people are valued, heard and protected from abuse._
- Knox City Council acknowledges our offices are located on the traditional lands of the Wurundjeri Woi-wurrung and Bunurong people of the Kulin Nation._

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**Advertised**: 25 Feb 2025 AUS Eastern Daylight Time
**Applications close**: 10 Mar 2025 AUS Eastern Daylight Time