Customer Service Officer

City and Environment Directorate; Canberra; On-site; AUD 50,000 - 70,000; Full time

Benefits offered by this job

Six-month temporary positions

Potential extension up to 12 months

Merit pool for future vacancies

Job summary

City and Environment Directorate Canberra ACT is hiring for a fast-paced call centre role. The successful candidate will de-escalate inquiries, handle a range of municipal and safety-related services, and support government accounts with clear communication.

The position requires a customer-focused mindset and the ability to operate within a 7-day roster, with variable start and finish times. Temporary positions are available for six months with possible extension up to 12 months or permanency.

Qualifications

• Customer-focused problem solver who can listen and interact with a diverse range of people and provide a positive customer experience.
• Demonstrates excellent verbal and written communication.
• Shows confidence and resilience in a fast-paced and changing environment.
• Contributes to a positive team culture.

Responsibilities

• Be a customer-focused problem solver who listens and interacts with a diverse range of people to provide a positive experience.
• Demonstrate excellent verbal and written communication.
• Show confidence and resilience in a fast-paced environment and adapt to changes.
• Contribute to a positive team culture and inclusive workplace.

Skills

Customer service

Verbal communication

Written communication

Problem solving

Resilience

Team collaboration

Job description

City and Environment Directorate Canberra ACT

Details: Are you ready to turn a symphony of ringing phones into a masterpiece of customer satisfaction? Do you thrive in the fast-paced rhythm of a high-energy call centre? We are looking for a "vocal architect" who can de-escalate a storm with a single sentence and build a bridge of trust in under three minutes. If you have the rare ability to make complex troubleshooting feel like a walk in the park, your headset is waiting.

The Contact Centre offers a comprehensive suite of services, including reporting safety and municipal service concerns, handling vehicle-related transactions, administering personal identity processes and payments for government accounts. Additionally, the Contact Centre supports the State Emergency Services (SES) during severe weather events.

If you're a person who likes to help, make things happen and amaze others with your customer service and communication skills then we want you to join our team in Access Canberra.

To be successful in this role, you will:

• be a customer focused problem solver who can listen and interact with a diverse range of people who have a broad range of needs and provide a positive customer experience,
• demonstrate excellent verbal and written communication,
• show confidence and resilience in a fast paced and constantly changing environment,
• contribute to a positive team culture.

We are committed to creating an inclusive environment where people with diverse thoughts, lived experience, and perspectives can thrive and contribute their unique talents to the ACTPS and ACT community. We encourage Aboriginal and Torres Strait Islander people, people with disability, people with culturally and linguistically diverse backgrounds, veterans, younger and older workers, and people with diverse genders, sexes and sexualities to apply.

Eligibility/Other Requirements:

Successful applicants must be prepared to if required:

• Work weekends in the Contact Centre.
• Work to a 7-day scheduled roster that may involve commencing work at 7:50am and/or finishing at 6:00pm.
• Work extended hours, during Emergency or SES events.

Successful applicants employed in the Access Canberra Contact Centre or Service Centres will be employed as Scheduled workers and have their working hours scheduled in accordance with the Section 0.9 of the Administrative and Related Classifications Enterprise Agreement 2023-2026.

Notes: There are several temporary positions available for a period of six months with a possibility of extension up to 12 months and/or permanency. A Merit Pool will be established from this selection process and will be used to fill temporary and permanent vacancies over the next 12 months. Selection may be based on application and referee reports only.

For further information, please visit www.jobs.act.gov.au