Multisite Customer Experience Specialist

Cumberland City Council; Sydney; On-site; AUD 74,000 - 91,000; Full time

Benefits offered by this job

Flexible working arrangements

Leave entitlements

Health insurance discounts

Wellbeing programs

Job summary

Cumberland City Council is seeking a dynamic Customer Experience Officer to join our Customer Experience team. You will provide frontline service across multiple Council sites and channels, ensuring a high-quality end-to-end experience for internal and external customers.

You will handle information, processing of applications, certificates and cashiering, and contribute to a culture of excellent customer service and service improvements.

Qualifications

• Relevant tertiary qualifications or demonstrated extensive related experience.
• Eligible as a Justice of the Peace.
• Ability to perform all functions across multiple work sites (Auburn, Merrylands, Berala, Greystanes, Wentworthville).
• Proven experience delivering excellent customer service across multiple contact channels (phone, front counter, remote sites).
• Strong written and oral communication and interpersonal skills, with report writing and correspondence experience.
• Experience handling general and complex enquiries including Development Assessment and rates.
• Strong organisational and time management skills.
• Demonstrated conflict resolution and negotiation abilities.
• Experience processing applications, certificates and cashiering including end-of-day reconciliation.
• Roster flexibility to lead staff and carry out counter, call centre, and administration duties.
• Ability to monitor volumes, report issues and trends, and recommend improvements.
• Experience administering a CRM system and implementing customer service initiatives.

Responsibilities

• Provide frontline customer service to external and internal customers via phone, in-person, writing and online channels.
• Deliver high quality, end-to-end customer experiences across multiple Council sites and touchpoints.
• Assist with information provision, applications, service requests, certificate production and cashiering.
• Contribute to a customer-service orientated culture and ongoing improvements.
• Work across Merrylands, Wentworthville, Berala, Greystanes and Auburn sites as required.

Skills

Customer service

Multi-channel

Communication

Interpersonal skills

Enquiries handling

Time management

Organisational skills

Conflict resolution

Cashiering

Applications processing

Roster flexibility

Workload monitoring

CRM system

Service improvements

Education

Tertiary qualifications

Justice of the Peace eligibility

Tools

CRM system

Job description

Cumberland City Council is seeking a dynamic Customer Experience Officer to join our Customer Experience team. You will provide frontline service across multiple Council sites and channels, ensuring a high-quality end-to-end experience for internal and external customers.

You will handle information, processing of applications, certificates and cashiering, and contribute to a culture of excellent customer service and service improvements.