Customer Service Officer

To provide information and assistance on a wide range of Service NSW & Council functions in
a professional, courteous and efficient manner.

**RELATIONSHIPS
**Reports to**:(Position Title)**:Coordinator - Customer Experience

**Report to: (Position Number) **P00112

**Staff Responsibility**:Nil

**Key Internal Relationships**:Liaison with staff at all levels of the organisation.

**Key External Relationships**:Residents; tourists and business sector; external
agencies such as the ServiceNSW; community
groups and other representatives.

**KEY RESPONSIBILITIES**

The position can be required to work at Katoomba and /or Springwood offices. Depending on
need, positions shift quickly between front and back of house services. Services include but
not limited to:

- provision of first point of customer contact services (telephone and in-person);
- provision of Service NSW services including agency functions
- ServiceNSW services, activities such as but not limited to:

- Must have specialist knowledge and training in Service NSW activities.

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- Provide Service NSW services to a wide range of customers performing a range of

transactions within relevant operational policies & procedures.
- Calculate fees and charges for services; collect and balance monies, calculate floats and

issue receipts for services to Service NSW customers
- Keep informed and take immediate action to update processes in Service NSW legislation

and/or procedures.
- Collate and send Service NSW information collected to ensure accurate records.
- Lead/coach new agency staff in training to attain required level of competency.

Front Counters activities, such as but not limited to:

- Provide the front-line response to customer enquiries and where applicable service those

needs via direct action (eg advice, information, payments, etc) or establishing a workflow
for action initiation (eg electronic Customer Service Requests).
- Provide information and advice to all customers on Council policies, draft policies, codes,

exhibition items, business items, community services and work programs as requested,
referring to other Council officers for clarification and further information when required.
- Provide advice, information and explanation with regard to a broad range of plans and
- Calculate fees and charges for Service NSW and Council; collect, receipt and balance

monies, calculate floats and perform end of day duties.
- Maintain Council’s commitment to protecting personal information and ensure information

is handled in line with Council’s Privacy Management plan.

Call Centre activities, such as but not limited to:

- Provide advice, information and explanation with regard to a broad range of Council
- Services.- Register Customer Service Requests for customer issues, establishing a workflow for
- actioning
- Provide information on the range of Council services and determine the best way to

manage the customer contact in relation to a suitable and appropriate outcome for the
contact.
- Maintain Council’s commitment to protecting personal information and ensure information

is handled in line with Council’s Privacy Management plan.
- Team achieving a “First Call does it all” performance of min 80%.
- Initiate action or workflows on incoming correspondence.

Hours of Operation are generally 8.30am - 5.00pm, but this may be reviewed in line with
broader organisational outcomes.

**Guiding Principles**
- We act as one organisation responding to the changing needs of our LGA and community
- We are strategy led, driven by our Community Strategic Plan with clear priorities and focus
- We are service focused ' we continuously improve service provision and provide excellent

customer service
- We collaborate and work together to achieve our outcomes
- We ensure safety and well-being is at the centre of our organisation, operations and culture
- We are a financially sustainable organisation, living within our means, ensuring best value

resource allocation
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These Guidelines complement the Council’s adopted Values of: Work Together; Work Safe
Home safe; Service Excellence; Value for Money; Trust and Respect; and, Supporting
Community.

**Workplace Health & Safety**_ _

Ensure compliance with WHS obligations and responsibilities as outlined in Councils policies
and procedures and under the relevant WHS legislation. These include but are not limited to:
identifying potentially unsafe situations or work practices and notifying your Supervisor or
Manager (or the Health, Safety Manager/Area Safety Representative); never performing a task
that you believe is dangerous or for which you do not have the experience, or have not received
appropriate instructions and training or where the correct equipment to carry out the task safely
is not available; always work in a safe manner and in accordance with safety instructions,
wh