Customer Service Officer

We seek people with community-first values who want to make Brimbank an even better place to live and work.
- Exciting opportunity to join the second largest municipality in Melbourne’s metropolitan west. Located about 20 kms from the central business district, Brimbank City Council is culturally diverse.
- We are currently seeking a staff member for a permanent part time role (4 days per week) to join our team based at our offices in Sunshine, Keilor, and Sydenham, Victoria.

**The role**
- Customer Service Officer’s (CSO’s) are the key link in the relationship between Council and its customers. As the first point of contact, CSO’s enhance and promote Council’s public image by consistently delivering high levels of customer service to the public, Council and its departments by assuming responsibility for:

- Maintaining a professional and positive welcoming image and promote the Council as a customer focused organisation by actively demonstrating a culture of excellence and innovative customer service.
- Responding and resolving to as many written, counter and phone enquiries as possible at first point without the need to refer the enquiries to other staff
- Identifying continuous improvement opportunities to enhance service delivery
- Maintaining an excellent knowledge of Council operations, and proficient use of Council systems
- Utilising technology, internal systems and Council’s website to assist customers find information, download forms and make payments on-line
- Managing cash collection duties related to the taking of all Council monies.
- Assisting in promoting the highest level of communication and co-operation throughout the organisation by maintaining positive relationships with staff from other Departments.

**About you**
- The position requires skills and knowledge in:

- Ability to gain co-operation and assistance from customers, members of the public and Council staff
- Highly developed written and verbal communication skills
- Ability to recognise and communicate opportunities for continuous improvement
- Ability to relate to people from different position levels, backgrounds and cultures
- Ability to show empathy, listen and respond appropriately to customer needs
- Ability to contribute a high functioning team environment
- Ability to manage time, set priorities and plan work effectively
- Brimbank City Council is a Child Safe organisation. Brimbank will implement all necessary measures to ensure a safe and supporting Council environment, which endeavours to promote child safe, child friendly practices.
- BRIMBANK CITY COUNCIL ENTERPRISE AGREEMENT 9, 2021 EA9
- To be eligible for employment at Brimbank City Council you must be an Australian citizen, permanent resident of Australia or be legally entitled to work in Australia_
- Brimbank City Council is committed to ensuring the health, safety and wellbeing of all staff and members of the public. Our COVID-19 Mandatory Vaccination Policy requires all staff members be double vaccinated with an approved COVID-19 vaccine. Some roles may have an additional requirement of having received a third booster vaccination. Proof of vaccination status or authorised medical exemption will need to be provided before commencing employment._

**Selection Criteria**
- Essential : Ability to work in accordance with our values and behaviours
- Essential : Relevant experience, knowledge and skills in a similar multi-channel, customer service environment
- Essential : Demonstrated ability to be an integral part of a team striving to deliver excellence in customer service
- Essential : Demonstrated excellence in customer service aptitude via both high level written and oral communication skills
- Essential : Experience working with customers from Cultural and Linguistically Diverse communities
- Essential : High level computer literacy, with the ability to easily utilise a broad range of software
- Essential : Highly effective time management and organisational skills with a demonstrated ability to work well under pressure
- Essential : Ability to handle enquiries relating to a wide range of different products and services, with a high degree of sound judgement and problem solving expertise
- Essential : Extensive experience in money handling and reconciliation