Complex Case Resolution Officer

Job Description

• Permanent Full Time, Opportuntiy
• $81,672.54 per anuum plus Superannuation
• Join the Customer & Strategy team

Hume City Council is one of Australia's fastest growing and culturally diverse councils. We put the customer and our community at the centre of all that we do, ensuring our services are efficient and accessible.

Serving customers with patience, empathy, and a customer centric attitude.

What you'll be doing:

• Deliver customer service from any touchpoint of the contact centre where appropriate to deliver an omni-channel experience. This will include phone, face-to-face, online/digital channels, and outbound customer contact, as well as rotation between customer contact centres within Hume City.
• Efficiently and effectively manage complaints, enquiries and requests on all of Council's services and operations.
• Provide accurate, timely and courteous information and assistance to customers in all aspects of Council operations.
• Support with the triage and administration of Councillor Enquiries, tailoring your approach and interactions to ensure all customers receive an excellent experience.
• Support with the timely investigation of both proactive and reactive community complaints, ensuring adherence to the Complaints Policy and related SLA's.
• Contribute to a collaborative team environment which shares responsibility for managing customer enquiries and workloads to deliver positive outcomes for our customers.
• Undertaken appropriate clerical and administrative tasks associated with customer requests and applications.
• Ensure that Council's customer contact centres and work areas are always maintained and presented in a safe and professional manner.
• Perform any other duties as directed, within the skills and capabilities expected of a position at this level.

The skills and experience you'll bring to the role:

• Applies specialist knowledge to anticipate customer needs, resolve complex enquiries, and contribute to continuous service improvement.
• Demonstrates a comprehensive understanding of Council operations, services, and priorities, with the ability to contextualise customer interactions within broader organisational and community frameworks.
• Skills in managing time, planning and organising one's own work so as to perform tasks in an accurate and timely manner within given time constraints.
• Collaborate with other departments to support resolution of complex matters and Councillor enquiries.
• Takes ownership of service delivery outcomes by monitoring enquiry handling processes, identifying service gaps, and implementing improvements that enhance the customer experience and uphold organisational values.

Required Certifications & Qualifications

• Degree or Diploma with little of no experience, or lesser formal qualifications with work skills and relevant experience in a Customer Service environment.
• Demonstrated experience in high volume contact centre and/or face-to-face environments.
• Demonstrated experience using contact centre systems, including customer management or request tracking systems.
• Experience working in an administrative environment with a strong customer and team focus.
• Proficiency in a Language other than English relevant to the Hume community would be considered advantageous.
• Current driver's licence.

Why Hume City Council?
A leader in local government, we're committed to creating an inclusive and collaborative work environment that is guided by our values:

We're better, every day
: We give things a go and value progress over perfection. We have permission to go for it and are expected to reflect and learn.

We're in it together
: At Hume, everyone matters. We Welcome and include all. Respect and safety are expected.

We show up
: We empower and trust others and own our work. We rise to the challenges and are expected to do what we say we will.

All for Hume
: We strive to achieve our best for the Hume Community. We are proud and passionate about working towards better outcomes and expect they are at the centre of everything we do.

We offer a competitive salary package, professional development opportunities, and a supportive work environment.

A child safe organisation and an equal opportunity employer. Council encourages people of all ages, people with disability, Aboriginal and Torres Strait Islander people, LGBTIQA+ people and people from culturally diverse backgrounds to apply.

All candidates will be required to undertake background and probity checks including Reference Checks, Working with Children Check, and a Criminal Record Check.
Additional Information

Position Description