Customer Relations Officer

Applicants are asked to include a cover letter introducing themselves, outline your background, key strengths, and what has attracted you to this role.

Working at AlburyCity is not just a job, you are connected to something much bigger.  Every position, every person, every department is here for our community and to make a difference to where we work, live and play. We are here to learn, to grown, to achieve and to create genuine connections within our community.

AlburyCity is committed to being a child safe organisation by creating cultures, adopting strategies and taking action to empower children. We work hard to keep them safe from harm because child safety is everyone's responsibility.

DIRECTORATE:
Business, Growth & Community

CLASSIFICATION:
Grade C

SALARY:
$64,702 to $75,055 pa + 12% employer contribution to superannuation

REPORTING TO:
Coordinator People & Systems

EMPLOYMENT TYPE:
Permanent Full Time

THE POSITION:
To provide customer service excellence with a commitment to continuous improvement, a true understanding of our customers' needs and an attitude and desire to serve each customer with efficient, responsive and friendly service. 

KEY RESPONSIBILITIES: 

• Provide customer service excellence to our diverse community across our multi contact channels environment; being telephone, face to face & online. 
• Quickly identify our customers' needs and ensure the information provided is transparent, open and delivered in a timely manner in accordance with legislation and Council policies. 
• Maintain confidentiality of Council information obtained during your employment. 
• Perform a range of customer service tasks efficiently and simultaneously. 
• Participate in available opportunities for personal development including rotation between the call centre, counter & administration areas. 
• Maintain an up to date knowledge of services, programs, participate in ongoing training and provide training and assistance to other team members as required. 
• Ensure personal presentation and uniform is professional at all times. 
• Accurately undertake cash handling tasks, including processing, receipting, balancing and banking. 
• Participate in continuous improvement, contributing to team meetings and sharing information and techniques with our people and management. 
• Team members who hold Justice of the Peace registration may, on a volunteer basis, support the organisation in providing Justice of the Peace Services to the community. Such volunteer services may be undertaken in work time, subject to authorisation of the employee's supervisor. 
• Perform other tasks or duties as directed by your Coordinator that are within the limits of the employee's skill, competence and training. 
• Observe requirements of the WHS Legislation, relevant to the job and adhere to AlburyCity Policies and Procedures regarding WHS. 
• Observe appropriate AlburyCity Policies and Procedures regarding day to day operations including Equal Employment Opportunity Policies, AlburyCity's Dress Code and Standards Policy and AlburyCity's Code of Conduct. 

KEY RELATIONSHIPS:

Internal 

• Our People

External 

• Our Community 

EMPLOYMENT CONDITIONS: 

• Based on a 35 hour week, with actual days and times being Monday to Friday, 8.30am to 5pm, with an RDO in accordance with AlburyCity's RDO guidelines. 
• This position requires you to wear a compulsory uniform as per AlburyCity's Our People Dress Code Standards. Our People are required to present a smart and professional image to the public at all times including when in public and when working remotely.
• This position involves working in a predominantly indoor environment and using a computer is considered a core component of the role. There may be occasional visits to other work locations. The position requires an average level of aerobic and physical fitness to undertake occasional physical activities, including manual handling tasks as part of a normal working environment. A medical declaration will be required to be completed prior to commencement. 
• This position requires evidence of a current Australian National Police Check. 
• This position is subject to alcohol and other drug testing
• This position is located at the AlburyCity Administration Building, 553 Kiewa Street, Albury and occasional visits to external sites/depots as required 

ESSENTIAL CRITERIA: 

• Customer Service Training or equivalent relevant work experience.

DESIRABLE CRITERIA: 

• Certificate in Business Administration or related discipline 
• Experience working in a Local Government environment

EXPERIENCE 

• Significant experience in a customer service role 

SPECIALIST KNOWLEDGE AND SKILLS: 

• Sound knowledge of customer service principles 
• Experience in using a variety of data base systems 
• Knowledge of local government operations 
• High level computer literacy in the use of a variety of software applications including MS Office Suite, web based products and information management systems 
• Cash handling and receipting 
• Excellent telephone and concierge skills 
• Experience in a broad range of administrative functions