Customer Service Officer — Local Government, Flexible Hours

Ararat Rural City Council; Ballarat; On-site; AUD 55,000 - 65,000; Full time

Benefits offered by this job

9-day fortnight

Flexible working options

Health and wellbeing program

Professional development opportunities

Job summary

Ararat Rural City Council is seeking a Customer Service Officer to be the first point of contact for enquiries and provide efficient administrative support across council services. The role involves handling face-to-face, phone and electronic communications, processing payments and maintaining records.

You will contribute to high-quality service delivery while upholding privacy and information management standards, working in a busy local government environment in the Ballarat region.

Qualifications

• Certificate III in Business Administration, Customer Engagement or a related discipline, or demonstrated equivalent experience in a customer service environment.
• Demonstrated experience in a customer service and administrative role involving face-to-face, telephone and electronic communications.
• Experience in cash handling, receipting and the use of computerised business systems.
• Sound computer skills, including Microsoft Office applications and customer management systems.
• Experience in local government or knowledge of Council services would be well regarded.

Responsibilities

• Provide professional, courteous and responsive customer service to internal and external customers, delivering accurate information regarding Council services, facilities, programs and relevant legislative requirements.
• Respond to customer enquiries, requests, complaints and feedback in a timely manner, promoting positive outcomes and effective complaint resolution in accordance with Council policies and procedures.
• Maintain a sound working knowledge of Council services, systems, processes and customer request procedures to ensure consistent and accurate information is provided.
• Receive, assess and appropriately refer complex enquiries to relevant departments or staff to facilitate efficient customer service outcomes.
• Utilise Council's business systems, communication platforms and customer request systems to accurately record, update and retrieve information.
• Provide administrative support across Council departments as required, including maintaining records, databases, departmental systems and customer information.
• Process customer payments and receipts in accordance with Council's financial procedures and maintain accurate transaction records.
• Collect, maintain and report statistical and operational data as required to support service delivery and business improvement activities.
• Maintain confidentiality and handle information in accordance with Council's policies, procedures and privacy obligations.
• Contribute positively to a culture of continuous improvement, teamwork, quality service delivery and organisational change.
• Maintain regular attendance and actively participate in performance review, feedback, coaching and development discussions to support accountability, continuous improvement and the achievement of role expectations.
• Ensure compliance with Council’s Risk Management Policy, Risk Management Framework, and OH&S Policy.
• Observe all policies and procedures of Council.
• Any other duties as required within the scope of the position.

Skills

Customer service

Communication

Time management

Microsoft Office

Cash handling

Education

Certificate III in Business Administration / Customer Engagement or related

Tools

Microsoft Office

Job description

Ararat Rural City Council is seeking a Customer Service Officer to be the first point of contact for enquiries and provide efficient administrative support across council services. The role involves handling face-to-face, phone and electronic communications, processing payments and maintaining records.

You will contribute to high-quality service delivery while upholding privacy and information management standards, working in a busy local government environment in the Ballarat region.