Customer Service Officer

**Job no**: 495696
**Work type**: Permanent Full-time
**Location**: Knox Civic Centre
**Categories**: Customer Service

**Your new role**

The Customer Service Officer provides a responsive interface between the community and the Council through a number of service environments. The role will provide courteous and responsive answers and solutions to customer enquiries.

The Customer Service Officer will rotate between a busy contact and service centre and provide effective and valuable service to both internal and external parties, ensuring communications are clear, concise and accurate, maintaining the integrity of the organisation’s profile in all dealings with customers. A local government background would be highly regarded.

Work will be allocated on a roster basis and spread across our service hours of Monday to Friday, 8.20am to 5.05pm.

This is a Band 4 classified role, remuneration will be $71,212.94 - $75,849.47 (depending on experience) plus superannuation in accordance with the Superannuation Guarantee.

**What you will need to thrive**

You will demonstrate the ability to liaise, coordinate and communicate with a diverse range of internal and external stakeholders, strong commitment to quality, detail, deadlines, as well as dedication to deliver an excellent customer experience.

You will have a vibrant, friendly personality and your resilient nature will see you thrive in this unique, challenging and rewarding role.

You will be adaptable and flexible in your approach, with the ability to navigate a complex environment, as well as having the confidence to deal with all levels of the organisation and be a sound problem solver.

The key selection criteria for this role are:

- Comfortable within a telephone contact centre and frontline service environment, handling between 60 and 100 customer contacts per day at varying levels of difficulty. You will also be trained in managing our offline channels.
- Excellent communication (verbal and written) skills and demonstrated ability to listen, understand and negotiate successful outcomes.
- Ability to prepare clear and accurate notes using appropriate writing style and grammatically correct language.

**How to apply**

Please provide a resume and brief cover letter addressing the ‘what you need to thrive’ section from the to outline how your experience and skills relate to the role.

Review the full now via our Knox City Council Careers Page.

**Why Us**

At Knox, making a difference to others and our community is at the heart of everything we do. We are inspired by empowering our community inside and out to thrive and prosper through living our values. We support hybrid and flexible working and embrace diverse and inclusive environments. We succeed by recruiting for excellence through investing in our people, encouraging their unique talents and supporting them to bring their whole selves to work.

We believe in our people and provide a supportive, driven and inclusive culture we are proud of, that focuses on wellbeing.

Beyond that, we also offer:

- accrued days off for full time employees;
- growth and learning opportunities;
- career development;
- reward and recognition programs; and,
- a supportive Employee Assistance Program.

As an employee (in accordance with Knox City Council's Covid-19 Vaccination Policy) you may be required to provide evidence that you are compliant with the vaccination requirements prior to commencement. It is highly recommended that all Council staff are vaccinated.

To view the inherent requirements for this position please see attachment below.
- Knox City Council has zero tolerance for child abuse and all forms of harm to children. All children and young people who access our services, programs, events and facilities have the right to feel safe and be safe. This includes spaces owned or managed by Council. We take the wellbeing and safety of children and young people in our care seriously. We maintain a child safe organisation by embedding the protection of children into everyday thinking and practice. All Knox City Council employees, contractors and volunteers are responsible for ensuring children and young people are valued, heard and protected from abuse._

Knox City Council acknowledges our offices are located on the traditional lands of the Wurundjeri Woi-wurrung and Bunurong people of the Kulin Nation.

**Advertised**: 24 Sep 2024 AUS Eastern Standard Time
**Applications close**: 02 Oct 2024 AUS Eastern Standard Time