Customer Service Officer

City of Canterbury Bankstown Council; Sydney; On-site; AUD 67,000 - 82,000; Full time

Benefits offered by this job

Accrued Time Off program

Long service leave after 5 years

Annual salary increases

Parental leave options

Health and wellbeing programs

Job summary

City of Canterbury Bankstown Council – Campsie NSW is seeking two Customer Service Officers to handle inquiries from residents and businesses. You will work face-to-face and by phone, providing accurate information and resolving a wide range of service requests while upholding a positive council image.

The role requires Certificate III in Customer Contact or equivalent, plus experience in customer service. Knowledge of local government and the Canterbury-Bankstown area is advantageous, with

Qualifications

• Certificate III in Customer Contact or equivalent.
• Experience in customer service in face-to-face and/or call centre environments.
• Experience in managing customer relationships.
• Knowledge of Local Government functions and Canterbury-Bankstown LGA.
• Knowledge of Canterbury-Bankstown LGA geography, activities and services; language skills beyond English are desirable.

Responsibilities

• Deliver quality customer service and project a positive image of Council.
• Provide accurate information and resolve customer enquiries and issues across the full range of Council's services.
• Represent Council in a professional and courteous manner.
• Serve as first point of contact for customer enquiries, transactions and action requests, ensuring service standards are met.
• Escalate enquiries and transactions as appropriate to other corporate or operational areas for response.
• Register and respond to customer action requests, enquiries and transactions (Counter and Call Centre) in a professional, accurate and efficient manner.

Skills

Customer service

Relationship management

Local Government knowledge

Language other than English

Education

Certificate III in Customer Contact

Job description

City of Canterbury Bankstown Council – Campsie NSW

The City of Canterbury Bankstown is one of the largest councils in NSW with one of the most culturally, socially and economically diverse communities. We deliver 28 key services such as childcare, waste collection, parks maintenance, libraries, community facilities and aquatic centres to over 385,000 residents.

The Role

You will interact via telephone and face-to-face with residents, local business persons and others wishing to obtain information or arrange action relating to a wide range of council functions, facilities and services.

We currently have 2 positions available:

1 x Permanent Full Time

1 x Temporary Full Time

Duties will include but not be limited to:

• To deliver quality customer service and project a positive image of Council.
• To provide accurate information and resolve customer enquiries and issues on the full range of Council’s services through personal attention or referral to specialist staff as necessary.
• To represent Council in a professional and courteous manner.
• Serve as first point of contact for customer enquiries, transaction and action requests, ensuring service standards and performance objectives are achieved.
• Effectively deal with an extensive range of enquiry subjects in an environment that can be fast paced, challenging and sometimes confronting with a need to occasionally deal with customers who may be
• difficult or whose demands may be considered excessive
• Register and respond to customer action requests, enquiries and transactions (Counter and Call Centre) in a professional, accurate and efficient manner.
• Escalate customer action requests, enquiries and transactions as appropriate to other corporate or operational areas for response

You will have:

• Certificate III in Customer Contact or equivalent Customer Service experience
• Experience in a customer service role in face to face and/or call centre environments.
• Experience in managing customer relationships.
• Knowledge of Local Government functions and responsibilities.
• Knowledge of Canterbury-Bankstown LGA, including geography, activities and services
• Skills in a language other than English

The salary range for this opportunity commences at $74,692 (Grade D, Step 1) + 12% super. Salary may be negotiable dependent on skills and experience.

What’s on offer

• An attractive remuneration package.
• Embrace a better work-life balance with our Accrued Time Off program, designed to prioritise your well-being and help you manage the balance between your personal and professional life.
• Permanent full-time position with Local Government conditions such as long service leave after 5 years, annual salary increases and generous parental leave options.
• Contribute to making a positive impact on our community.
• An investment in your professional growth, fostering continuous learning and development opportunities.
• Access to our employee Health and Wellbeing Programs.

CBCity is an equal opportunity employer committed to providing a working environment that embraces and values diversity and inclusion. We want our workplace to reflect the diverse community we serve. We encourage applications from all backgrounds, experiences and abilities; this includes people with disability, Aboriginal and Torres Strait Islanders, the LGBTQIA+ community and people from culturally diverse backgrounds.

Successful applicants may be required to undertake a Criminal History Check, Medical and/or Working with Children Check in accordance with the position.

Applicants must hold an Australian citizenship, permanent residency, or possess a valid work permit/visa with full unrestricted working rights to be eligible.