Customer Service & Stakeholder Liaison Administrator

UGL Pty Limited; Orange City Council; On-site; AUD 65,000 - 80,000; Full time

Job summary

UGL Pty Limited in NSW is hiring a Customer Service Administrator to be the first point of contact for enquiries and complaints. You will manage calls and emails, log all interactions in the CRM and triage requests to the appropriate unit, escalating as needed.

Ideal candidates have call centre or customer service experience, strong written and verbal communication, and familiarity with data tools such as Excel or Power BI. A proactive, resilient approach is essential.

Qualifications

• Experience in a call centre or enquiries and complaints handling environment.
• Experience in customer service.
• Experience and/or training in data analytic tools like Excel or Power BI would be advantageous.
• Outstanding communication skills (oral and written) to establish effective working relationships.
• Self-motivation, resilience and service orientation.
• Ability to set and meet deadlines in a fast-paced environment.
• Ability to prioritise competing workloads and demands.

Responsibilities

• Act as the main liaison for external stakeholders including residents, local businesses, councils, community groups and industry.
• Manage the enquiry phone line and the enquiry email in line with the allowable timeframes and direct all communication to the correct business unit.
• Process telephone and email complaints and inquiries and provide relevant information to act on.
• Manage the CRM system, ensuring all contact and communication are lodged and escalate issues as needed.
• Support stakeholder engagement activities, including notifying residents of project works and potential changes.
• Provide information for content on external channels in line with policy.
• Identify, develop and maintain internal and external stakeholder group lists.
• Knowledge and/or experience in data analysis using tools like Excel or Power BI would be highly regarded.
• Assist in development of internal communications to engage and inform businesses.

Skills

Call centre experience

Enquiries handling

Customer service

Communication skills

Time management

Prioritisation

Tools

Excel

Power BI

Job description

UGL Pty Limited in NSW is hiring a Customer Service Administrator to be the first point of contact for enquiries and complaints. You will manage calls and emails, log all interactions in the CRM and triage requests to the appropriate unit, escalating as needed.

Ideal candidates have call centre or customer service experience, strong written and verbal communication, and familiarity with data tools such as Excel or Power BI. A proactive, resilient approach is essential.