Customer Service Officer Front Counter

Counter/Call Centre - Permanent Part
Time - 22.5 hrs

**Position Number**:P00707

**Directorate**:OCEO

**Service**:Customer Experience Team

**Location**:Katoomba

**Position**
**Classification**:
Band 4

**Date**
**Created/Updated**

**POSITION PURPOSE/OBJECTIVE**

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**_(Position Title)_**:Customer Services Coordinator

**Report to**_(Position Number)_**:P01093

**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 (e.g. advice, information, payments, etc.) or establish a
workflow for action initiation (e.g. 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 for this role are generally 10.00 am - 2.30 pm - Monday - Friday, 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 LGA and

community
- 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
- We are a 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, build