Customer Support Officer

Fairfield City Council; Fairfield; On-site; AUD 71,000 - 75,000; Full time

Benefits offered by this job

Uniform provided

Study leave

Wellbeing initiatives

Free onsite parking

MyLeave annually

Job summary

Fairfield City Council is seeking a Permanent full-time Customer Service role (Grade 3) based in Fairfield. You will handle resident inquiries, bookings and complaints, using MS Office and computerised booking systems to maintain records and respond promptly.

With a 70-hour fortnight schedule, you will progress through competency-based pay up to 83,373 AUD per year plus superannuation. A uniform is provided and various staff benefits apply including study leave and wellbeing programs.

Qualifications

• Interpersonal and relationship-building skills to engage with customers and stakeholders.
• Excellent written and verbal communication for inquiries, bookings and complaints.
• Experience in a customer service environment with focus on customer satisfaction.
• Ability to work unsupervised and manage competing priorities.
• Problem solving and initiative in day-to-day customer requests.
• Administration experience with information management systems and databases.
• Experience with cash handling and POS systems.
• Knowledge of the Local Government environment.
• Proficiency in MS Office (Excel, Word) and email/internet.

Skills

Interpersonal skills

Communication skills

Customer service experience

Time management

Problem solving

Administration experience

MS Office

Local Government knowledge

Cash handling

Reception duties

Education

Tools

Databases

POS systems

Job description

The Customer Service Unit is the interface between Councils numerous regulatory, strategic, and business units its residents and customers. The unit handles the majority of enquiries without a need for referral to other staff. Processing customer applications and requests allows the organisation to undertake its core business, meet its legislative obligations as well as build corporate knowledge through various registers and databases.

ABOUT YOU:

To be successful in this role, you will need:

• Interpersonal and relationship building skills and experience to facilitate interactions with customers and stakeholders in the provision of services
• Communication skills including oral, written and verbal skills, for consulting and collaborating with a range of customers and to provide professional responses to enquiries, requests, bookings and complaints
• Skills and experience working within a customer service environment with the ability to achieve a high level of customer satisfaction combined with the ability to respond appropriately to respond to customer requests and meet customer service requirements
• Organisation and time management skills combined with the ability to work unsupervised, handling competing priorities to adapt to fluctuating workloads and changing priorities
• Ability to apply initiative and problem solve on issues encountered in day-to-day activities and in the response to customers' requests and issues to determine and implement an appropriate course of action
• Skills and experience in administration with the ability to manage and maintain information management systems such as customer records or computerised booking systems
• Experience in developing and implementing corporate policy and guidelines related to service delivery may be required
• Experience in all MS Office applications (Excel, Word), including email and internet as well as databases and point of sales systems
• Knowledge of and experience in the Local Government environment
• Qualifications and industry experience in relevant activities such as cash handling, sale and promotion of goods and services and reception services.

SALARY & EMPLOYMENT CONDITIONS:

• Permanent full-time position, working 70 hours per fortnight
• This position is a Grade 3, with a salary range of $71, 173 p.a. with progression to $74, 777 p.a. on demonstrated competencies, and performance progression up to $83, 373 p.a., plus superannuation.
• A uniform is provided.

Fairfield City Council offers a great working environment, where your career development and work life balance matters. We offer a range of benefits including:

• Study assistance including up to 10 days Study Leave
• Wellbeing initiatives including Flu vaccination, discounted gym memberships and onsite gym
• Free onsite parking
• Enjoy additional leave benefits, including 5 days MyLeave annually
• Access to Long Service Leave after 5 years

FURTHER CONTACTS:

Enquiries regarding the position should be directed to Team Leader Customer Service, Anna Cortese on 9725 0840. A Position Description is available on Council's careers website

CLOSING DATE:

Fairfield City Council is a smoke-free workplace and is an EEO employer. As an inclusive workplace, we support reasonable workplace adjustment. If you do require an adjustment during the recruitment process, please notify us on your application form.

Applicants must have the right to work in Australia, and may be required to undertake a national police clearance as part of the recruitment process.