Casual Customer Service Pd

**_POSITION NUMBER DATE ADOPTED: APPROVED BY: LAST REVIEWED: _**

9053 December 2017 Allen Dwyer December 2017

**Position Description
**A. POSITION PROFILE**

**Position**:
**Customer Service Officer - Casual**
**(Reception)**

**Position Occupant**:
**Position Evaluation**:

- Award: Band 2 Level 1 _
- Salary System Grade: 8_

**Department**:

- Corporate Services _

**Section/Group**:

- Customer Services Group _

**Conditions of Employment**:

- Australian Citizen or Right to Work in Australia _
- Local Government (State) Award 2020 _
- Casual_

**Location**:
Cootamundra Gundagai

**Direct Supervisor**:

- Team Leader - Customer Services _

**Additional Benefits**:

- Choice of Superannuation _

**Number of Staff Supervised by this position**:
Nil

**B. STATEMENT OF FUNCTION**

This position will provide relief for both planned and unplanned absences at either Council’s Cootamundra or
Gundagai office as required as well as assisting during times of high activity. To provide efficient and effective
reception and customer services at Council’s Offices, presenting a professional, helpful and positive image of
Council.

**C. KEY RESPONSIBILITIES
1. Ensure customer enquiries and complaints are handled professionally in a pleasant, courteous and
efficient manner at all times.

2. Provide Council’s office cashiering function, ensuring payments presented are accurately recorded and
receipted.

3. Regularly liaise with other customer service officers (across both Council offices), as well as other
Council departments, to ensure consistent customer communications.

4. Ensure bookings for Council facilities are accurate and insurance details are obtained in accordance with
Council procedures.

5. Ensure administrative tasks are performed accurately and efficiently.

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**D. DUTIES**

**Customer Service
1. Operate Council’s switchboard and telephone message bank efficiently and effectively.
2. Provide courteous, timely service and accurate information to the general public in relation to all

telephone and counter enquiries including advice on Council’s operations, referring enquiries outside
of knowledge and scope to appropriate staff member/s and conveying messages accurately.

3. Record requests for service and complaints received in the Customer Action Request (CAR) system
ensuring referral to the appropriate officer and processing acknowledgement correspondence.

4. Within scope of expertise, handle difficult customer situations sensitively and professionally, ensuring
a high level of service.

5. Update Council’s electronic reception screens and social media platforms to ensure information and
announcements are clear, current and relevant.

6. Liaise with Council’s Communications Officer regarding issues or trends relevant to customer service
and ensure an awareness of current Council activities and operations.

7. Contribute to the creation and development of customer service procedures, policies and work
practices as required.

**Cashiering**

8. Provide timely and accurate receipting of all payments received by Council.
9. Undertake daily balancing of cash floats, monies and cheques received and EFTPOS and complete

associated reconciliation records and banking documentation (for the Council office, Bradman’s
Birthplace and/or the Visitor Information Centre, as required) in accordance with policies and
procedures.

10. Ensure the NSW Companion Animals Registrations are updated as part of receipting function.

**Security**

11. Promptly open and lock building entry points at commencement and conclusion of business.
12. Secure daily takings at the close of business.
13. Register and distribute Council keys as required, register their return and secure.
14. Ensure visitor access to the Council office is administered in accordance with Council procedures.

**Administration
15. Prepare and deliver daily mail.
16. Deliver daily takings to the bank as required.
17. Record booking arrangements for street stalls, town hall and meeting rooms, including ensuring

appropriate insurance documentation is obtained and liaise with staff to accommodate requests.
18. Undertake any supporting administrative tasks as requested (e.g. typing, data entry, faxing, scanning

documents, laminating and shredding).
19. Maintain and order stationary supplies for Council’s office and ensure stationary storage areas are kept

tidy.
20. Ensure Council’s brochures, documents, maps and customer-related forms are up to date, fully stocked

and made available to customers.
21. Assist with the co-ordination and booking of Council vehicles and office equipment as required.
22. Undertake filing, records management and registration of correspondence.
23. Participate in team meetings as directed.

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**Records
24. Carry out the routine and regular collection, sorting, and distributing of inward postal mail and incoming
electronic mail as required.

25. Register incoming correspondence on the