Customer Experience Officer

Public Sector People; Sydney; On-site; AUD 51,000 - 73,000; Full time

Job summary

Public Sector People are partnering with a local government organisation to recruit for a Customer Experience Officer in Sydney, NSW. This 3-month contract offers an hourly rate of $45 p/h plus super.

The role requires delivering high-quality customer service across multiple channels, handling enquiries, bookings and admin tasks, with strong stakeholder engagement and experience using CRM systems. A fast-paced environment and teamwork are essential.

Qualifications

• Demonstrated experience delivering high-quality customer service in face-to-face or call centre environments.
• Strong stakeholder engagement skills with the ability to build positive relationships across an organisation.
• Excellent computer skills and confidence using digital platforms and customer service systems.
• Strong written and verbal communication for diverse customers.
• Demonstrated problem-solving, conflict resolution and complaint-handling skills.
• Experience using CRM systems to manage enquiries, service requests and records.
• Ability to prioritise competing workloads in a fast-paced environment.
• A positive, professional, collaborative team player.
• 2+ years experience in an administration support role within local government or politically sensitive settings.
• Experience with TechOne, Content Manager/TRIM, Authority or Pathway is highly regarded.

Responsibilities

• Deliver high-quality customer service across channels including face-to-face, phone, email, online chat and CRM.
• Respond to customer enquiries, provide accurate information and route complex queries to appropriate departments.
• Process customer payments using POS systems, including daily banking and reconciliation.
• Provide administrative support, maintaining records and service requests.
• Manage and resolve customer complaints and service requests professionally and promptly.
• Process facility and venue bookings, including payments, inspections and preparation coordination.
• Maintain positive relationships with internal departments and stakeholders to ensure service delivery.
• Identify opportunities for process improvements and monitor customer satisfaction.

Skills

Customer service

Stakeholder engagement

CRM systems

Communication

Problem solving

Administrative support

Teamwork

Multitasking

Tools

TechOne

Content Manager/TRIM

Authority

Pathway

Job description

Public Sector People are partnering with a local government organisation to recruit for an Customer Experience Officer.

Contract: 3 months | Immediate Start

Hourly Pay Rate: $45 p/h + Super

Responsibilities

• Deliver high-quality customer service across multiple channels, including face-to-face, telephone, email, online chat and CRM systems.
• Respond to customer enquiries, providing accurate information and directing complex enquiries to the appropriate departments.
• Process customer payments using POS systems, including daily banking and reconciliation procedures.
• Provide administrative support, maintaining accurate records, documentation and customer service requests.
• Manage and resolve customer complaints and service requests in a professional and timely manner.
• Process facility and venue booking requests, including payments, venue inspections and coordinating preparation requirements.
• Maintain positive working relationships with internal departments and key stakeholders to ensure effective service delivery.
• Identify opportunities for process improvements, monitor customer satisfaction and contribute to enhancing customer service standards.

Essential

• Demonstrated experience delivering high-quality customer service in a face-to-face or call centre environment.
• Strong stakeholder engagement skills, with the ability to build positive working relationships across an organisation.
• Excellent computer skills, including confidence using digital platforms and customer service systems.
• Highly developed written and verbal communication skills, with the ability to communicate effectively with a range of customers.
• Demonstrated problem-solving, conflict resolution and complaint-handling skills.
• Experience using CRM systems to manage customer enquiries, service requests and maintain accurate records.
• Ability to prioritise competing workloads, manage multiple tasks and work effectively in a fast-paced environment.
• A positive, professional and collaborative approach, with the ability to work effectively as part of a team.
• 2+ years experience in an administration support role within local government or working in a politically sensitive environment
• Previous experience with TechOne, Content Manager/TRIM, Authority or Pathway highly regarded

Public Sector People is an equal opportunity employer.

We embrace diversity and inclusion and are committed to creating a work environment that is supportive and empowering for all.

We encourage qualified candidates of all backgrounds to apply.

To learn more about Public Sector People and our commitment to driving positive change in the public sector, please visit our website: https://www.publicsectorpeople.com.au