Customer Service Officer

Ballarat City Council; Ballarat; On-site; AUD 77,000 - 88,000; Part time

Job summary

Ballarat City Council is seeking a customer-focused part-time Customer Experience representative to join our team for 14 months of parental leave coverage. You will deliver efficient, friendly and high-quality support across phone, face-to-face and digital channels, helping residents access Council services and ensuring positive interactions.

You will demonstrate strong interpersonal and communication skills, attention to detail, and the ability to engage with a diverse community.

Qualifications

• Experience in customer service and call centre environments.
• Excellent written and verbal communication, with empathic listening.
• Ability to work with people from diverse backgrounds; multilingual skills are a plus.

Responsibilities

• Deliver efficient, friendly and high-quality support across phone, face-to-face and digital channels.
• Assist customers to access Council services and ensure a positive experience with every interaction.

Skills

Customer service

Call centre experience

Empathic listening

Written communication

Diversity awareness

City services knowledge

Windows OS

Health and safety awareness

Tools

Windows OS

Job description

• Part-time position up to 32 hours a week.
• Band 5 salary from $77,091.04 to $88,001.68 per annum, plus superannuation, adjusted on a pro-rata for part-time hours.

• Part-time position up to 32 hours a week.
• Band 5 salary from $77,091.04 to $88,001.68 per annum, plus superannuation, adjusted on a pro-rata for part-time hours.

About The Role

This 14-month parental leave coverage opportunity will see you join our award-winning Customer Experience team, delivering efficient, friendly and high-quality support across phone, face-to-face and digital channels. As a key point of contact for the Ballarat community, you will assist customers with a broad range of enquiries, help them access Council services and ensure a positive experience with every interaction.

About You

The successful candidate will demonstrate exceptional interpersonal and communication skills, strong attention to detail, and a proven ability to build positive relationships with a diverse range of customers. You will be a positive, dedicated and professional individual with strong interpersonal and communication skills, strong attention to detail and a genuine passion for delivering exceptional customer experiences. You will also have a strong sense of community and a commitment to supporting customers, residents, visitors and businesses across the City of Ballarat.

Key Selection Criteria

• Demonstrated experience in the principles and practice of customer service and call centre environments.
• Demonstrated ability to display empathic listening skills and a high level of written and verbal communication skills.
• Demonstrated experience working with people of culturally and linguistically diverse backgrounds. The ability to speak multiple languages would be an advantage.
• Demonstrated ability to acquire an in-depth knowledge of the City of Ballarat's services and procedures, and strong competence in the operation of Windows-based programs and other relevant systems.
• Knowledge and understanding of health and safety issues relevant to work activities and work area.

Contact

For further information about this opportunity, please contact Steph Gray, Team Leader Customer Experience, on 03 5320 5500.

The City of Ballarat is an equal opportunity employer committed to providing a safe and inclusive working environment that embraces and values diversity, flexibility and child safety. We welcome applications from all walks of life and celebrate the diversity and richness this brings to our workplace and reasonable adjustments will be made to the process to ensure equitable access. We undertake an employment screening process to ensure this commitment is upheld, this includes ensuring the successful candidate holds a valid working with children check and satisfactory criminal history record check.