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.

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
- 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.

Download the position description here for more information.

**About this role**:

- 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 information**: The salary and conditions of employment are in accordance with the NSW Local Government (State) Award.
- Grade 8 of the Cumberland Salary Structure with a salary range of $1,376.59 to $1,686.33 per week, plus 12% superannuation
- The commencing salary will be negotiated, taking into consideration the successful applicant's qualifications, skills and experience related to the role

**What you'll need to have for this role**:

- The right to live and work in Australia
- Be able to provide information for pre-employment checks required for the position, including attending a physical pre-employment medical examination as required
- Participate in health monitoring as outlined in the risk assessment for this position and Council’s Health Monitoring Procedure, as required
- Provide evidence of your vaccination status as part of the employment screening process, in accordance with Council’s COVID-19 Vaccination Procedure.

**WHAT WE CAN OFFER**:

- We promote work-life balance and offer flexible working arrangements including working from home opportunities or up to an additional five (5) days' leave for front-facing roles that are unable to access working from home arrangements
- Training and professional development opportunities available to develop skills and grow your career
- 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)
- Three (3) additional grant days of paid leave over Christmas (where applicable)
- Corporate Health Insurance discounts
- Health and Wellbeing Programs to support our staff by providing access to online professional learning, paid leave to undertake annual skin checks, COVID-19 vaccinations and to donate