Customer Experience Officer

Community Development | Perth Metropolitan
- Closing date: 29/11/2024

**About Us**

**Community Development Directorate**

The City’s Community Development Directorate provides a broad range of facilities, services, projects, and events that directly impact the daily lives of our 243,000 residents and visitors.

The Directorate works to develop safe and vibrant places and deliver services and facilities to support a community that is healthy, welcoming and thriving.

**About the Position**

**Our Customer and Communications team** drives innovation and delivers results that delight customers. Leading the strategic management of marketing and communications, community engagement, place engagement, a fantastic range of events, the City’s digital transformation and customer experience.

In this position you will play a key role in providing efficient and high-quality customer service to the City’s community, visitors, and internal stakeholders.

Reporting to the Team Leader Customer Experience, your primary responsibility will be serving as the City’s first point of contact through varying channels of choice inclusive of Front Counter, Contact Centre and Digital, offering information on the City’s diverse range of services to an elevated standard.

We have multiple positions available including Full-Time, Part-Time and Casual contracts for customer-focused and energetic team players who thrives on working in a fast-paced environment.

**About You**

If you think you’ve got what it takes, and you share our commitment to driving excellent customer outcomes, you will be able to demonstrate the below criteria:

- Previous experience in a similar role managing customer enquiries in an efficient responsive manner.
- Deliver exceptional customer service across multiple platforms: phone, digital and front counter.
- A professional telephone manner.
- Demonstrated initiative and problem-solving skills.
- Ability to quickly adapt to new systems and processes.
- Ability to display tact, diplomacy, discretion, and integrity in dealing with confidential, sensitive, or urgent matters.
- Previous experience using a relationship management system such as.
- Handle customer enquiries, resolve issues and provide information with a positive attitude

**What We’re Looking For**
- Strong communication skills and a friendly demeanour.
- Experience in customer service or a related field is preferred.
- Ability to multitask and adapt to various customer interaction methods.
- A team player who is also comfortable working independently.
- A proactive approach to problem-solving and a desire to exceed customer expectations.

For further information, please refer to the position description.

**What We Offer**

The City offers some great benefits including flexibility in when and where you work to ensure a work-life balance. You will also enjoy a range of other benefits including:

- Free parking and easy public transport access
- Free onsite fitness facilities and end of journey facilities
- Superannuation matching of up to 6%
- Professional development opportunities, including training, memberships, and study assistance
- Excellent leave entitlements including annual leave loading and the ability to purchase up to an additional 4 weeks’ annual leave per year
- 50% discount on gym memberships at our Stirling leisure centres - only applicable for perM/Fixed-term employees
- Amazing in-house employee canteen
- Up to 10 weeks paid parental leave
- Employee health and wellness program and initiatives including yearly flu vaccinations
- Access to our Employee Assistance Program (EAP) for you and your family
- Generous study assistance
- Active social club
- Employee recognition program
- Novated Leasing (where applicable)

This position is a Level 5 Inside Workforce Agreement position which attracts a salary from $77,514.91 gross per annum plus superannuation.

**To be eligible to work for us, you need to provide, or have ability obtain a**:

- A copy of Australian driving licence
- National Police Clearance (valid within the last 3 months)
- Pre-Employment Medical and DAS clearance
- The right to work in Australia

**More about the City**

The City of Stirling is a diverse and thriving local government in Western Australia, with over 243,000 residents, spanning 30 suburbs, the City is a cosmopolitan, multicultural, and economic hub.

With over 1,400 employees, the City embraces its diverse workforce by supporting work-life balance and offering opportunities for progression and development. Here at City of Stirling we celebrate and support inclusion and diversity.

We acknowledge the traditional custodians of the City of Stirling, the Wadjak People of the Nyoongar Nation, and the Aboriginal and Torres Strait Islander peoples of Australia. We will act with compassion and respect towards all people and value people of all abilities, ages, religions, faiths, sexualities, gender identity and cultural backgrounds.