Customer Experience Officer

Catholic Education Diocese of Rockhampton; Sydney; On-site; AUD 74,000 - 91,000; Full time

Benefits offered by this job

Work from home opportunities

Training and professional development

Annual leave and personal leave, MyLEa

Long Service Leave after five years

Health and Wellbeing Programs

Fitness Passport Program

Employee Assistance Program

Job summary

Cumberland City Council is seeking a Customer Experience Officer to deliver high quality, end-to-end customer service across multiple sites including Merrylands, Wentworthville, Berala, Greystanes and Auburn. The role requires strong communication, problem solving and the ability to manage end-to-end service requests with cash handling and reporting duties.

Reporting to the Customer Experience Coordinator, you will support front counters, call centres and online inquiries, with opportunities to

Qualifications

• Relevant tertiary qualifications or demonstrated extensive related experience
• Eligible as a Justice of the Peace
• Ability to perform across multiple work sites (Auburn, Merrylands, Berala, Greystanes, Wentworthville)
• Proven experience delivering excellent customer service across phone, counter and remote sites
• Strong written and oral communication and interpersonal skills
• Experience handling general technical enquiries including Development Assessment, rates and staff upskilling
• Strong organisational and time management skills
• Ability to monitor work volumes and report trends
• Experience administering a CRM system
• Experience implementing customer service improvements

Responsibilities

• Provide front-line customer service across telephone, in person, writing and online channels
• Process applications, requests for service, and issue certificates
• Carry out cashiering and end-of-day reconciliation
• Prepare regular reports, submissions and correspondence
• Support multi-site operations across Council locations

Skills

Customer service

Communication

Conflict resolution

Organisational skills

Education

Tertiary qualifications or extensive related experience

Tools

CRM system

Job description

Located 20km west of Sydney on Dharug country, with a population of over 250,000 residents, Cumberland City Council is the fourth most populous Local Government Area in Greater Sydney. Cumberland boasts one of the most diverse communities in Australia, with people from many different backgrounds and cultures living alongside one another.

Our people are focused on driving community outcomes, programs and services to innovate, inspire and deliver change for the community we represent and has worked hard to fulfil its community’s vision for Cumberland as a place where anyone can feel welcome, belong and succeed.

ABOUT THE OPPORTUNITY

The Customer Experience team are responsible for being the first point of contact for the community and work within Council's call centres, front counters and service centres to assist the community with their enquiries.

We have an exciting opportunity for a dynamic Customer Experience Officer to join our Customer Experience team and provide a high quality, efficient and positive end to end experience for both internal and external customers across multiple Council sites and touchpoints. It's primary goal is to foster a customer experience orientated culture within the team and Council through excellence in Customer Experience.

Reporting to the Customer Experience Coordinator, this role provides front line customer service to external and internal customers over telephone, in person, writing and online including provision of information, processing applications and requests for service, production of certificates and cashiering.

The successful applicant will require:

• Relevant tertiary qualifications or demonstrated extensive related experience
• Eligible as a Justice of the Peace
• Ability to perform all functions across multiple work sites, including but not limited to, Auburn and Merrylands Service Centre and Berala, Greystanes and Wentworthville Community Centre
• Proven experience in the delivery of excellent customer service and in exceeding customer expectations across a variety of contact channels, including phone and front counter and remote sites
• Proven written and oral communication and interpersonal skills, including the preparation of regular reports, submissions and correspondence
• Experience with the handling of general technical or more complex enquiries including Development Assessment, rates and developing and upskilling staff to handle as appropriate
• Highly developed organisational and time management skills
• Demonstrated ability to effectively resolve conflict and negotiate solutions
• Extensive experience in processing applications and requests for service, production of certificates and cashiering including end of day reconciliation and processing
• Flexibility to work as part of a roster to both lead staff and carry out duties on the counter, call centre, electronic customer service and administration
• Ability to monitor work volumes, report new or emerging issues or trends and recommend changes
• Demonstrated experience in administering a Customer Relationship Management System
• Demonstrated experience in implementing new customer service initiatives and service improvements to enhance the end user customer experience.

Download the position description here for more information.

About this role:

• 1x permanent full-time position.
• Working 70 hours per fortnight, with core hours between 8:00am - 4:30pm, Monday to Friday.
• Access to Council's 9 day fortnight Rostered Day Off (RDO) arrangement.
• Located at Council's Merrylands, Wentworthville, Berala, Greystanes and Auburn offices, with frequent travel required across Council worksites, and may be required to work across any of Council’s work locations.

Salary information: The salary and conditions of employment are in accordance with the NSW Local Government (State) Award.

• Grade 8 of the Cumberland Salary Structure with a salary range of $1,431.67 to $1,753.80 per week, plus 12% superannuation
• The commencing salary will be negotiated, taking into consideration the successful applicant's qualifications, skills and experience related to the role

What you'll need to have for this role:

• The right to live and work in Australia
• Be able to provide information for pre-employment checks required for the position, including attending a physical pre-employment medical examination as required
• Participate in health monitoring as outlined in the risk assessment for this position and Council’s Health Monitoring Procedure, as required.

WHAT WE CAN OFFER

• We promote work-life balance and offer flexible working arrangements including working from home opportunities or up to an additional five (5) days' leave for front-facing roles that are unable to access working from home arrangements
• Training and professional development opportunities available to develop skills and grow your career
• Leave entitlements including annual leave,10 days personal leave and up to five (5) days of MyLeave per year, parental leave entitlements and access to Long Service Leave after five (5) years (where applicable)
• Three (3) additional grant days of paid leave over Christmas (where applicable)
• Health and Wellbeing Programs to support our staff by providing access to online professional learning, paid leave to undertake annual skin checks, COVID-19 vaccinations and to donate blood
• Subsidies to assist with the cost of wellness and fitness activities
• Free access to Council owned and managed Aquatic Centres
• Access to Council's Fitness Passport Program and Employee Assistance Program (EAP).

ABOUT US

Council adheres to the principles of a child safe organisation and is committed to the safety and wellbeing of all children and young people, and fully supports the aims and objectives of NSW Child Protection Legislation, and associated provisions. Council will implement all necessary measures to ensure a safe and supportive environment, which endeavours to promote child protection practices. It is essential for applicants to submit their WWCC number with their application, if required, and it is an offence under NSW legislation for barred workers to apply for or otherwise attempt to obtain, undertake or remain in child-related employment.

Cumberland City Council is committed to building a diverse and inclusive workplace, reflective of the community it represents. Council welcomes and encourages applicants from diverse backgrounds to apply for our roles, and is committed to providing an accessible and safe workplace for our staff through making reasonable adjustments. If you have any accessibility or support requirements throughout the recruitment process, please contact the hiring manager during the application process.