Customer Service

Mid Murray Council - Position Description

**POSITION TITLE**:Customer Service / Payroll Officer

**DEPARTMENT/SECTION**:Corporate & Financial Services

Customer Service and Payroll

**CLASSIFICATION**:SA Municipal Salaried Officers Award

General Officers Level 2 Casual

**DATE APPOINTED:
**Position Objectives**:
Customer Service:

- Customer Service Officers are responsible for the operation of an effective and efficient

Customer Service, which includes delivery of excellence in customer service that meets the
needs of the community.
Payroll:

- Ensure the operational aspects of payroll processing and its associated activities, including

salary disbursement, overpayment recovery, leave management and reporting are accurate
and delivered within appropriate timeframes, and comply with relevant legislation.
- Ensure the timely processing of Council's payroll function.
- Maintain personnel records and files.

**Key Responsibilities**:
Customer Service:
the Council and assist the customer, re-direct the customer to the appropriate officer, or
register the request within the corporate system.
- Process the associated enquiry information, including but not limited to customer service

enquiries.
- Provide customer service that meets Council's Customer Service Charter.
- Processing of receipts, daily reconciliation of monies and preparation for banking.
- Assist with records registration and general records management, as required.
- Adhere to relevant Standard Operating Procedures and Customer Service information to

ensure customers are always provided with accurate information.

**Key Responsibilities Cont'd**:
Payroll:

- Ensure the timely processing of Council's payroll function.
- Maintain personnel records and files.
- Complete superannuation, taxation and other statutory reporting and forward to Hostplus and

other relevant authorities.
- Undertake end of month / financial year procedures related to general ledger accounts and

other related accounting activities.
- Provide advice and support to Management and staff with regards to the provision of payroll

information, relevant Awards and Enterprise Bargaining Agreements.
- Ensure the confidentiality, security and maintenance of employee personnel files.
- Assist with accounting administrative activities for end of month and end of financial year

processing as they relate to payroll functions.
Other:

- Other duties within the scope of the position and as directed by the Director Corporate &
Financial Services or Senior Records Management Officer / Customer Service Coordinator, as
well as performing short term relief duties of other positions within the Corporate and Financial
Services Department.

**Requirements of the Position**:
**Qualifications:
- Certificate III in Business Administration or similar, or experience which will demonstrate the

ability to undertake the position.
- Current National Police Check (renewal required every three (3) years).
- Current Class C driver's licence.

**Experience**:
Customer Service:

- Customer Service experience, phone / counter reception and electronic receipting (desirable).
- Local Government administration (desirable).
- Demonstrated understanding of, commitment to, and alignment with our service values.
- Demonstrated commitment to, and experience in the provision of excellent and empathetic

customer service and case management of complex or sensitive customer enquiries.
Payroll:

- Substantial experience in payroll and the use of a computerised payroll system.

**Requirements of the Position Cont'd**:
**Skills**:

- Demonstrated accuracy and attention to details.
- Proficient in the use of MS Office (Outlook, Word, Excel).
- High level time management, planning, organisation and prioritisation skills to ensure required

deadlines are achieved.
- A high level of written and verbal communication skills - communication must be characterised

by patience, clarity, empathy and understanding.
- Ability to solve problems by following procedures and guidelines, and demonstrated use of

initiative.
- Competency in the use of software and demonstrated proficient keyboard skills.

**Knowledge**:
Customer Service:

- General knowledge of office procedures.
- A working knowledge of Microsoft Office Suite and online expertise with Internet and

Electronic Databases.
- Knowledge of records management requirements.
- Knowledge of Local Government's role in the community and the inter-relationship with other

spheres of government.
- An understanding of and commitment to:

- Equal Opportunity Policy and Procedures;
- Human Resource Management Policy and Procedures; and
- Work Health and Safety Policy and Procedures.

Payroll:

- Knowledge of the Fair Work Act 1994 (SA) and Regulations, Award interpretation, Enterprise

Agreement interpretation, and Superannuation legislation and fund administration.
**Attributes:
- Demonstration of a high level of positive personal attributes and / or ethics including:

-