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Waste Customer Service Officer

3 months ago

Broadmeadows, Australia Hume City Council Full time

Job Description

  • Fixed term contract for 10 months, Full-time
  • $75,252.28 per annum plus Superannuation
  • Join the Customer Experience 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.

As a Waste Customer Service Officer, reporting to the Customer Experience Team Leader, you will play a pivotal role in providing exceptional customer service to internal and external customers.

What you’ll be doing:

  • Administer Council’s registers and databases such as Tech One Property and Rating, Trim, and Council’s CRM over the phone while performing administrative duties.
  • Deliver high-quality, professional, and effective customer service as the first point of contact to all residents, community members, organisations, and internal staff via face-to-face, telephone, and written correspondence.
  • Resolve customer inquiries from basic to high-level resolution, referring inquiries to appropriate teams or staff where necessary.
  • Ensure Council's front-line interface with the public is effective and efficient, delivering high-quality and accurate information pertaining to organisational requirements.
  • Maintain the CRM database, communicate incoming CRM requests to waste team members, and inform them of the CRM deadlines.
  • Work closely with customer service, rates, and all other applicable internal and external customers to order new bins and services and be responsible for being the first point of contact for internal and external customers.
  • Assess development applications for waste collection service requirements to ensure compliance with all relevant regulatory and legislative requirements specific to each development application.
  • Identify and respond quickly, providing solutions to meet customers' needs, while supporting and promoting a culture of quality customer service.
  • Respond proactively to changing circumstances and adjust plans and schedules when necessary, understanding the team/unit objectives.
  • Provide customer service and business support to the entire waste and customer experience team, backfilling positions when required.
  • Participate in job rotation across all key responsibility areas of the Waste Team as required and undertake general office duties.

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

  • Experience in customer service, preferably in a similar local government or public sector industry, using relevant software and tools, conflict resolution, working in a fast-paced environment, and dealing with diverse customers.
  • Excellent interpersonal and de-escalation skills, resilience, patience, and capacity to navigate Council’s services.
  • Experience in a fast-paced environment and demonstrated ability to prioritise tasks effectively.
  • Proven ability to establish strong, collaborative relationships across Council departments, including good judgment in knowing when to escalate matters.
  • Demonstrated commitment to driving continuous improvement in processes, service delivery and customer experience.
  • Proficient knowledge of relevant software and tools commonly used in customer service, such as CRM systems, chatbots, and email management systems.

Required Certifications & Qualifications:

  • A nationally recognised Certificate in Customer Service, Call Centre, Administration, or related field is desirable, or Certificate IV in Customer Service, Business Administration or related fields for local government or relevant knowledge and skills through on-the-job training in a customer contact centre/service environment.

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 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.