Customer Service Officer

• Multiple Roles, Full Time, Part Time, Contract & Casual
• Band 4, $74,824, Pro-Rated, Casual (Band 4, hourly Rate $47.33)
• Convenient Preston, Northcote & Reservoir Locations, close to public transport

At Darebin, diversity, equity, and inclusion are at the core of how we work. Our commitment to these values is unwavering, they are central to our mission, to our impact and to help us better serve our community. We know that having varied perspectives and lived experiences helps generate better ideas to enable a diverse, inclusive and connected community.

Darebin encourages applications from candidates of all backgrounds, including Aboriginal and Torres Strait Islander peoples and people of colour. We value people of all abilities and diversity of culture, faith, gender identity and sexual orientation. We welcome unique contributions and perspectives of all people to ensure our workforce is representative of the communities we work with and live in.

About Darebin City Council

Located in Melbourne's northern suburbs, Darebin City Council is home to one of the largest, most diverse communities in terms of culture, language, religion, socio-economic background, occupation, and housing needs. The city has one of the largest populations of Aboriginal and Torres Strait Islander residents in metropolitan Melbourne. Our Vision is for a community that works together to advance community life.

At Darebin City Council we provide a lot more than just Rates, Roads and Rubbish; we provide hundreds of services that support our community to live, work and play across the region. Most importantly we love helping our customers and have a lot of fun doing it.

As a Customer Service Officer, you will be responsible for providing outstanding service to Darebin's diverse community whilst assisting them in accessing the broad range of services we offer. We have a strong emphasis on quality of service, as such extensive experience in call centre and customer service roles would be highly beneficial. Candidates must be available to work onsite at our Preston, Northcote and Reservoir locations. Remote or hybrid arrangements are not offered for this role.

Key Responsibilities

• To provide high quality responses to customer enquiries, requests for service and business transactions across multiple communication channels.
• To enhance and promote Council's public image and the effectiveness of the Customer Service Team by acting as a key link in the relationship between the Council and its customers.
• To support the operations of Council departments in accordance with agreed service levels and standards.
• Advocate for the customer by assisting in the development, improvement and enhancement of Council processes and services.

About You

You're the kind of person who brings calm to stressful situations. You listen first, think clearly, and respond with empathy and professionalism. You take pride in turning challenging conversations into positive experiences and are motivated by helping others.

What you'll bring

• Excellent communication and active listening skills with the ability to engage respectfully and effectively with people from diverse backgrounds
• Confidence dealing with a range of customer emotions and situations
• The ability to stay composed and professional when under pressure
• Strong problem-solving and multitasking abilities
• A desire to learn, grow, and support your team

CultureAs a progressive leader in Local Government, Darebin City Council is passionate about social inclusion, sustainability, engagement and service excellence. We are proud of the diversity of our workforce and recognise the strength this provides in meeting the needs of the community we serve. We are committed to upholding a positive and supportive work environment that values the contribution of all employees and treats all employees with dignity and respect.

BenefitsWe offer a range of benefits to our employees including opportunities for personal and professional development, flexible work practices, Employee Assistance Program, recognition and reward program - Appreciate Great and a variety of generous paid and unpaid leave options.

How to ApplyIf this sounds like the right opportunity for you, please submit your application including a resume, and those who wish to address the Key Selection Criteria in the may do so in their cover letter.

Candidates are also required to submit a completed assessment task as part of their application.

We're also happy to adjust our recruitment process to support your accessibility needs. Call and ask to speak with a Team Leader for a confidential discussion.

Applications close on Monday 17 November at 11.30pm.

Darebin is committed to providing a safe working environment that embraces and values child safety, and thorough 'Safety Screening' processes apply. To work at Darebin City Council, you will be required to supply proof of work rights, a Victorian Employee Working with Children Check and comply with Child Safety standards. All employees are required to undertake an Australian Criminal History Check and may be required to complete a Functional Health Assessment.

Assessment Task

How to apply:

• Start your application by clicking the "begin" button.
• Login to an existing account or reset your password