Customer Experience Officer

Council Jobs; Windsor; On-site; AUD 65,000 - 90,000; Full time

Benefits offered by this job

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

Social club - BBQs, Christmas parties

Employee assistance program

Job summary

Hawkesbury City Council in Windsor is seeking a Customer Experience Coordinator to be the face of Council, delivering a high-quality customer service experience across phone, in-person and email channels.

The role sits within the Customer Experience team, handling frontlines support, call centre duties, administrative tasks, record keeping and accounting processes to support community outcomes.

Qualifications

• Excellent communication and interpersonal skills.
• Ability to de-escalate situations and build collaborative relationships.
• Background in a Customer Service Centre environment.
• Touch typing data entry with high accuracy.
• Office administration experience.
• Experience cashiering with end-of-day reconciliations and EFTPOS transactions.

Responsibilities

• Frontline customer service across phone, in-person and email channels.
• Handle enquiries, provide information and resolve issues with courtesy and efficiency.
• Maintain records and support accounting activities as part of the Customer Experience team.
• Contribute to a high-performing team and deliver a quality customer service experience.

Skills

Communication skills

Interpersonal skills

De-escalation

Customer service

Call centre experience

Time management

Data entry / touch typing

Office administration

Cashiering / EFTPOS

Stakeholder engagement

Education

Tertiary qualifications in Business Administration and Customer Service

Working with Children Check (WWCC)

Job description

Be passionate. Be progressive. Hawkesbury CityCouncil.

• PermanentFull-Time
• 9 Day Fortnight

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

Hawkesbury City Council strives to be an inclusive workplacefor all people. We welcome and encourage applications from all ages andgenders, Aboriginal and Torres Strait Islander peoples, people from culturallydiverse backgrounds, the LGBTIQ+ community, veterans and people withdisabilities.

The Role

Reporting to the Customer ExperienceCoordinator and based in Windsor, this position is the face of Council andplays a critical role in shaping first impressions and delivering a qualitycustomer service experience.

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

About You

You will be a highly motivated individual who hasexcellent communication and interpersonal skills. You enjoy a fast-pacedenvironment, are results orientated, have a high attention to detail and theability to de-escalate situations. You will be adept at building andmaintaining collaborative relationships and will have a demonstrated backgroundin 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 Centreexperience
• Touch typing data entry experience with high accuracy
• Demonstrated Office Administration experience
• Demonstrated experience cashiering, including endof 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 andworking 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 attractivesalary will be offered to the successful applicant commensurate withqualification, skills, and experience.

• Greatworking environment
• FortnightlyRostered Day Off
• Healthand Wellbeing Program
• LongService Leave after 5 years
• Trainingand Development Opportunities
• EmployeeReward and Recognition program
• SocialClub - BBQs, Christmas parties, raffles and activities
• EmployeeAssistance Program for employees and their family