Customer Experience Officer

Careers at Council; Windsor; On-site; AUD 65,000 - 75,000; Full time

Benefits offered by this job

Rostered day off

Health & wellbeing program

Long service leave

Training & development

Employee assistance program

Social club

Job summary

Hawkesbury City Council is seeking a customer-focused professional to join our Windsor team. You will be the face of the Council, delivering a high-quality customer service experience across phone, in person and email channels.

The role contributes to frontline support, record keeping and basic accounting tasks within a dynamic Customer Experience team. Proven customer service experience and strong interpersonal skills are essential.

Qualifications

• Tertiary qualifications in Business Administration and Customer Service or extensive Customer Service experience.
• Minimum 2 years of Customer Service Call Centre experience.
• Touch typing data entry experience with high accuracy.
• Demonstrated Office Administration experience.
• Experience cashiering, including end of day reconciliations and EFTPOS transactions.

Responsibilities

• Serve as the face of Council handling frontline inquiries by phone, in person or email.
• Provide call centre, administrative support, record keeping and accounting assistance.
• Contribute to delivering a high quality customer service experience.

Skills

Customer service

Call centre

Data entry

Cash handling

De-escalation

Stakeholder engagement

Education

Business Administration degree

Customer Service qualification

Job description

Be passionate. Be progressive. Hawkesbury CityCouncil.

• Permanent
  Full-Time
• 9 Day Fortnight

Hawkesbury City
Council is the largest local government area in metropolitan NSW covering 2,800
square kilometres, incorporating both urban and rural communities. We are committed to working together to
deliver outcomes for the community through innovation and best practice.

Hawkesbury City Council strives to be an inclusive workplace
for all people. We welcome and encourage applications from all ages and
genders, Aboriginal and Torres Strait Islander peoples, people from culturally
diverse backgrounds, the LGBTIQ+ community, veterans and people with
disabilities.

The Role

Reporting to the Customer Experience
Coordinator and based in Windsor, this position is the face of Council and
plays a critical role in shaping first impressions and delivering a quality
customer service experience.

The
Customer Experience team is a high preforming team that provides frontline
support by handling internal and external customer enquiries over the phone, in
person or via email. This role includes call centre, administrative support,
record keeping and accounting

About You

You will be a highly motivated individual who has
excellent communication and interpersonal skills. You enjoy a fast-paced
environment, are results orientated, have a high attention to detail and the
ability to de-escalate situations. You will be adept at building and
maintaining collaborative relationships and will have a demonstrated background
in a Customer Service Centre environment

• Tertiary qualifications in Business Administration and Customer Service or extensive Customer Service experience
• Minimum 2 years of Customer Service Call Centre
  experience
• Touch typing data entry experience with high accuracy
• Demonstrated Office Administration experience
• Demonstrated experience cashiering, including end
  of day reconciliations and EFTPOS transactions.
• Proven time management abilities to achieve completion of assigned tasks
• Ability to handle and de-escalate customer complaints effectively and efficiently.
• Excellent interpersonal skills dealing with internal and external customers.
• Demonstrated competence interacting and
  working with stakeholders at all levels to deliver outcomes
• Working with Children Check (WWCC)
• The right to live and work in Australia
• Successful applicants will be required to undergo background (police) checks and medical declaration

The Rewards

An attractive
salary will be offered to the successful applicant commensurate with
qualification, skills, and experience.

• Great
  working environment
• Fortnightly
  Rostered Day Off
• Health
  and Wellbeing Program
• Long
  Service Leave after 5 years
• Training
  and Development Opportunities
• Employee
  Reward and Recognition program
• Social
  Club - BBQs, Christmas parties, raffles and activities
• Employee
  Assistance Program for employees and their family