Casual Customer Experience Officer

Hepburn Shire Council; Daylesford; On-site; AUD 34,000 - 58,000; Part time

Benefits offered by this job

Casual loading

Learning & development

Employee assistance program

Inclusive workplace

Job summary

Hepburn Shire Council invites applications for Customer Experience Officers to support residents, ratepayers and visitors across the Shire’s four libraries. If you excel at helping people and solving problems, you’ll fit right in with our friendly Customer Service and Libraries team.

You’ll be the first point of contact, delivering excellent service at multiple locations in Daylesford, Creswick, Clunes and Trentham.

Qualifications

• Strong communication skills and confidence interacting with a wide range of people.
• Demonstrated customer service experience and a genuine commitment to service excellence.
• Ability to solve problems and manage time effectively.

Responsibilities

• Provide high-quality frontline customer service in person, by phone and online.
• Respond to a wide range of enquiries and refer more complex matters to the appropriate team.
• Process payments, registrations and permits accurately and efficiently.
• Deliver high-quality library support and advice.
• Work as part of a rostered team across our customer service centres.
• Contribute ideas to continuously improve the customer experience.

Skills

Customer service

Communication

Time management

Teamwork

Tools

Library systems

Job description

Be the friendly face and voice of Hepburn Shire Council for our community.

Are you a natural people-person who takes pride in helping others and solving problems?

Hepburn Shire Council is looking for Customer Experience Officers to join our Customer Service and Libraries team. This is a varied, community-facing role where you'll be the first point of contact for residents, ratepayers and visitors, helping them navigate Council services with a friendly, can-do attitude, including at our four libraries across the Shire.

Working within a supportive team, you'll help ensure every interaction with Council leaves people feeling heard and well looked after.

Position Details

• Casual | $ 42.28per hour, Band 4 + superannuation
• Casual hours as rostered
• Locations across Daylesford, Creswick, Clunes and/or Trentham

About the Team

You'll join a friendly and dedicated Customer Service and Libraries team delivering excellent service to residents and visitors across our customer service centres, libraries and hubs. No two days are the same — you could be helping a resident with a rates enquiry, processing a payment or registration, helping with Rhyme Time, processing library books, or helping a visitor discover one of the region's walking trails.

How You'll Make a Difference

• Providing high-quality frontline customer service across in-person, phone and online enquiries
• Responding to a wide range of enquiries and requests, referring more complex matters to the appropriate team
• Processing payments, registrations and permits accurately and efficiently
• Delivering high quality library support and advice
• Working as part of a rostered team across our customer service centres
• Contributing ideas and feedback to continuously improve the customer experience

About You

We're looking for people with relevant customer service experience and library related skills, ideally in government or a similar organisation.

You’ll bring:

• Strong communication skills and confidence interacting with a wide range of people
• Demonstrated customer service experience and a genuine commitment to service excellence
• A natural ability to solve problems and manage your time effectively
• A collaborative approach and enjoyment of working as part of a friendly team

Experience in local government or a customer-facing service environment is desirable, however, if you don't meet every requirement, we’d still love to hear from you. We value diverse experiences and recognise that great candidates come from a range of backgrounds.

What Hepburn Can Offer You

• Meaningful work that makes a genuine difference to the community
• A supportive and friendly team
• Casual loading in addition to your hourly rate
• Learn@Hepburn learning and development opportunities
• Free confidential counselling and wellbeing support through our EAP
• An inclusive workplace where everyone is welcomed and supported

Applications close: Friday 25th September

For further information, contact Lisa Shiner, Coordinator Customer Services and Libraries, on 0448 304 ***.