Customer Service Consultant

Position description - Customer Service Consultant

Position title Customer Service Consultant

Position number 1493

Classification (Level) Level 2

Department Corporate Services

Division Customer Experience & Engagement

Business unit Customer Service

People Leader Unit Manager Customer Service

Key stakeholders All departments, residents, and other key stakeholders where

applicable

Our Purpose

To improve our residents' quality of life; continuously, smartly, and efficiently. Six themes in

our Community Vision represent the shared value and aspirations that will guide how our

city develops – liveable, valuing nature, engaged, prosperous, innovative,

and connected.

City of Marion Values

Our values are critical to us as they help drive behaviours that will enable us to achieve

council's vision. With the community and safety at the forefront of everything we do, the City

of Marion values: Respect, Integrity, Achievement, Innovation.

We live our values Our community vision

Respect: treating everyone as we want to be

treated, where all contributions are valued.

Integrity: fostering trust and honesty in all

our interactions.

Achievement: enhancing our knowledge and

performance to reach our shared goals, while

being dedicated to supporting one another.

Innovation: encouraging new ideas and learning

from our experience to do things better.

PD – Customer Service Consultant – December 2023

Position description - Customer Service Consultant

Purpose

This position is responsible for responding professionally and positively to all requests for

customer service with a focus on first contact resolution, in accordance with council's

Customer Experience Charter. This includes telephone calls and online enquiries. The role is

expected to be solution focussed and work in consultation with other business areas to

provide an exemplary customer experience.

The position is also responsible for the completion of daily tasks and works as part of

the Customer Service Team towards achieving the department's Key Performance

Indicators.

Key Deliverables

• Professionally responding to enquiries and requests for service over the phone including

creating cases and providing information.

• Manage administration tasks including live chat, responding on social media platforms

(twitter and Facebook) and online requests for information or services.

• Assist to identify process improvement opportunities to improve the customer

experience and daily operation of the Customer Service Team.

• Work on a daily basis to consistently achieve Customer Service Team Key Performance

Indicators.

• Liaise and collaborate across the organisation to ensure effective partnerships which

assist with the flow of information to ensure exemplary customer service outcomes.

• Assist with the induction and training of new staff to the Customer Service Team

• Promote a positive and professional image of council in all dealings with internal and

external customers.

PD – Customer Service Consultant – December 2023

Position description - Customer Service Consultant

Person Specification

Skills, Knowledge, and Experience

• Excellent level of written and verbal communication skills.

• Demonstrated well developed interpersonal skills and the ability to relate well to

customers from diverse backgrounds.

• Experience working in a customer service environment and sound knowledge and

application of quality customer services principles.

• A strong and professional work ethic with proven ability to maintain privacy and

confidentiality.

• A passion and commitment to the delivery of excellence in customer service.

• Sound judgement and the ability to resolve service difficulties to achieve positive

outcomes.

• Demonstrated ability to work under pressure and apply good conflict resolution

principles.

• Good understanding of quality listening principles and sound knowledge of telephone

techniques.

• Sound understanding and experience of service standards and Key Performance

Indicators (KPIs).

• Good attention to detail.

• Excellent organisational and time management skills.

• Sound internet skills including the ability to effectively search and support customers in

the use of web technologies.

• Use of corporate technologies including systems in electronic records management,

Authority, Customer Event System.

Personal Attributes

• Adhere to the City of Marion Values.

Skills, Knowledge, and Experience

• Ability to understand and apply Council policies and procedures.

• Knowledge of all areas of council business or the ability to quickly acquire that

knowledge.

PD – Customer Service Consultant – December 2023

Position description - Customer Service Consultant

Standard conditions

• Satisfactory completion of a National Police Clearance (will be arranged by the City of

Marion)

• Satisfactory completion of applicable Medical Assessment (will be arranged by the

City of Marion)

• Must be either an Australian resident or possess the legal right to work in Australia,

with the ability to provide documentation of a valid work visa.

• Comply with existing Work, Health and Safety legislation and regulation obligations

and apply "Think Safe Live Well" philosophy.

• Embrace ethical and moral behavior and report any suspected instances of fraud

and/or corruption in accordance with Fraud and Corruption Management and the

Code of Conduct.

• The incumbent will perform other duties as required.

Position description confirmation and acknowledgement

New employee acknowledgement

By signing the 'City of Marion Employment Acceptance Statement' in your Letter of Offer, you

are agreeing to the Position Description attached to your Offer.

Employee name: Signature: Date:

Leader name: Signature: Date:

HR name: Signature: Date:

PD – Customer Service Consultant – December 2023