Casual Customer Relations Officer

Live and work in a culture rich location minutes from the Murray River, just a short drive to one of Victoria's best wine regions and with the ski fields so close you will be zooming down the mountains in under two hours.  

Our employee benefits include professional development and flexible working conditions. Our conditions of employment support equal opportunities and an ethical, diverse, and inclusive workplace. 

We also recognise and value your priorities beyond work. It's important to us that you have a sustainable work–life balance, so we offer flexible working arrangements, a nine-day fortnight (full-time staff) and a range of leave options and support programs.

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 B

SALARY:
$42.19 per hour + 12% employer contribution to superannuation (includes 25% loading in lieu of all leave entitlements)

REPORTING TO:
Coordinator People & Systems

EMPLOYMENT TYPE:
Casual

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. 
• Liaise and problem solve with other sections of Council where required to provide the relevant information to the customer. 
• Maintain an up to date knowledge of systems, 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. 
• Provide assistance across the Customer relations Team as required. 
• Perform other tasks or duties as directed by the Supervisor which 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, working on a casual basis, with actual days and times to be negotiated with the supervisor, with no RDO. 
• This position may involve work outside normal working hours. Hours worked on weekends will attract the appropriate loadings. 
• 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 with occasional visits to external sites/depots as required. This position may also be required to work at designated external sites within the city 

ESSENTIAL CRITERIA: 

• Customer Service Training or equivalent relevant work experience. 

DESIRABLE CRITERIA: 

• Certificate in Business Administration or related discipline

EXPERIENCE: 

• Experience in a customer service role. 
• Experience in a broad range of administrative functions. 

SPECIALIST KNOWLEDGE AND SKILLS: 

• Sound knowledge of customer service principles 
• 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 
• Excellent telephone and concierge skills 
• Experience in a broad range of administrative functions