Customer Experience Officer

Hawkesbury City Council; Windsor; On-site; AUD 55,000 - 70,000; Full time

Benefits offered by this job

Fortnightly rostered day off

Health and wellbeing program

Long service leave after 5 years

Training and development opportunities

Employee reward and recognition

Social club activities

Employee assistance program

Job summary

Hawkesbury City Council is looking for a motivated individual to join the Customer Experience team in Windsor. This permanent full-time role involves delivering excellent customer service, managing enquiries, and providing administrative support in a fast-paced environment.

The successful candidate will possess strong communication, interpersonal skills, and at least 2 years of call centre experience. You will be part of a progressive council that values inclusion and community outcomes.

Qualifications

• Excellent communication and interpersonal skills.
• Ability to de-escalate situations effectively.
• Proven time management abilities.

Responsibilities

• Handle internal and external customer enquiries.
• Provide frontline support through various channels.
• Record keeping and accounting tasks.

Skills

Communication skills

Interpersonal skills

Time management

Customer service experience

Data entry

Conflict resolution

Education

Tertiary qualifications in Business Administration or Customer Service

Minimum 2 years Customer Service Call Centre experience

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