Casual Customer Service Consultants X 2

**Position description Customer Service Consultant - Casual**

**Position title**Customer Service Consultant - Casual

**Position number**1574

**Classification (Level)**Level 2

**Department**Corporate Services

**Division**Customer Experience & Engagement

**Business unit**Customer Service

**People Leader**Unit Manager Customer Service

**Key stakeholders**All departments, residents, and other key stakeholders where
applicable

**Our Purpose**
To improve our residents’ quality of life; continuously, smartly, and efficiently. Six themes in
our Community Vision represent the shared value and aspirations that will guide how our
city develops - liveable, valuing nature, engaged, prosperous, innovative,
and connected.

**City of Marion Values**
Our values are critical to us as they help drive behaviours that will enable us to achieve
council’s vision. With the community and safety at the forefront of everything we do, the City
of Marion values: Respect, Integrity, Achievement, Innovation.

**We live our values Our community vision**
**Respect**: treating everyone as we want to be
treated, where all contributions are valued.

**Integrity**: fostering trust and honesty in all
our interactions.

**Achievement**: enhancing our knowledge and
performance to reach our shared goals, while
being dedicated to supporting one another.

**Innovation**: encouraging new ideas and learning
from our experience to do things better.

PD - Customer Service Consultant Casual - December 2023

**Position description Customer Service Consultant - Casual**

**Purpose**

This position is responsible for responding professionally and positively to all requests for
customer service with a focus on first contact resolution, in accordance with council’s
Customer Experience Charter. This includes telephone calls and online enquiries. The role is
expected to be solution focussed and work in consultation with other business areas to
provide an exemplary customer experience.

The position is also responsible for the completion of daily tasks and works as part of the
Customer Service Team towards achieving the department’s Key Performance Indicators. In
addition, this position will also assist the Marketing and Communication team with event set
- up and management as needed.

**Key Deliverables**
- Professionally responding to enquiries and requests for service over the phone and front

counter including creating cases and providing information.
- Undertake accurate cashiering duties and bank balancing procedures, in accordance with

established and documented procedures.
- Manage administration tasks including live chat, responding on social media platforms

(twitter and Facebook) and online requests for information or services.
- Assist to identify process improvement opportunities to improve the customer

experience and daily operation of the Customer Service Team.
- Work on a daily basis to consistently achieve Customer Service Team Key Performance

Indicators.
- Liaise and collaborate across the organisation to ensure effective partnerships which

assist with the flow of information to ensure exemplary customer service outcomes.
- Assist with the induction and training of new staff to the Customer Service Team
- Assist with event set-up and management, including evenings and weekends.
- Promote a positive and professional image of council in all dealings with internal and

external customers.
- Comply with existing Work, Health and Safety legislation and regulation obligations and
- Embrace ethical and moral behavior and report any suspected instances of fraud and/or

corruption in accordance with Fraud and Corruption Management and the Code of
Conduct.
- All other duties as required.
- Comply with existing Work, Health and Safety legislation and regulation obligations and

PD - Customer Service Consultant Casual - December 2023

**Position description Customer Service Consultant - Casual**
- Embrace ethical and moral behavior and report any suspected instances of fraud and/or

corruption in accordance with Fraud and Corruption Management and the Code of
Conduct.
- All other duties as required.

**Person Specification**

**Skills, Knowledge, and Experience**
- Excellent level of written and verbal communication skills.
- Demonstrated well developed interpersonal skills and the ability to relate well to

customers from diverse backgrounds.
- Experience working in a customer service environment and sound knowledge and
- A strong and professional work ethic with proven ability to maintain privacy and

confidentiality.
- A passion and commitment to the delivery of excellence in customer service.
- Sound judgement and the ability to resolve service difficulties to achieve positive

outcomes.

principles.
- Good understanding of quality listening principles and sound knowledge of telephone

techniques.
- Sound understanding and experience of service standards and Key Performance

Indicators (KPIs).
- Good attention to detail.
- Excellent organi