Customer Experience Specialist - Local Government

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

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