Knowledge Management Officer

7 days ago

Baulkham Hills, Australia The Hills Shire Council Full time

**About the role**:
The role is responsible for the direct delivery of a range of Council services through rostered shifts in Council’s multi-channelled Customer Services team, handling enquiries in face-to-face, contact centre, and online environments. Employing a customer-centred approach, this role specialises in working collaboratively across the organisation to design appropriate knowledge artefacts ensuring timely, accurate, reliable, and trustworthy information is available for the Customer Services Team.

**Duties include**:

- Write and edit Knowledge Vault content to ensure currency, accuracy, quality, and accessibility of content.
- Resolve customer phone and online enquiries.
- Identify team knowledge gaps and develop appropriate programs and resources through the Knowledge Vault to improve information literacy capability and maximise service delivery outcomes.
- Handle escalated and more difficult requests, troubleshooting and resolving customer enquiries when required.
- Administer information and knowledge/customer systems.
- Provide mentoring and coaching to team members.

**About you**:
To be successful in this role you will have:

- Diploma in relevant field or equivalent work experience.
- Proven experience creating written documentation and procedures.
- Ability to convey complex information logically and concisely in both written and oral forms.
- Proven experience dealing with difficult customer behaviour.
- Working understanding of NSW legislation applicable to working in local government e.g. GIPA, NSW Planning Instruments, PPIPA etc.
- Working understanding of customer service within a local government context.

**Working with us**:
THSC employees enjoy: Performance Bonuses, Learning & Development Opportunities, Active Social Club, Modern Office Location, Variable Leave days, Proactive Wellbeing Initiatives, Onsite Café, and Working for the Community.

**Position details**:
Permanent full-time role, S1019 Knowledge Management Officer.

**Salary**: From $76k p.a. + Superannuation + Performance Bonus (up to 2% annual salary) + organisational bonus (up to $2K) + Aquatic and Fitness membership discounts.

**Next steps**:
We're seeking individuals who embrace our values and can work collaboratively to deliver quality customer services and infrastructure to The Hills Shire community.

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