Senior Customer Experience Officer

Moira Shire Council; Greater Shepparton; On-site; AUD 60,000 - 80,000; Full time

Benefits offered by this job

Above Award pay rates

Work From Home option

Training opportunities

Wellness initiatives

Generous parental leave

Job summary

Moira Shire Council is seeking a Customer Experience Officer to deliver high-quality service across our regional community along the Murray River. You will support our Customer Experience Team, handle inquiries in person, by phone or email, and assist with rosters and knowledge base maintenance.

The role emphasizes first contact resolution, accurate data capture, and timely information sharing to uphold council service standards.

Qualifications

• High level customer service skills and experience.
• Cash handling experience including receipting and reconciliation.
• Strong oral and written communication skills.
• Ability to use initiative in resolving problems and capacity to display sound judgement.
• Proven time-management skills, including the ability to plan and prioritise work.

Responsibilities

• Provide first point of contact for customer enquiries at service counters, phone, or email.
• Lodge and track real-time customer requests and provide progress updates.
• Maintain staff rosters to ensure coverage for Customer Experience Team activities.
• Assist in preparing statistics and KPI reporting.
• Support the Coordinator to promote a customer-focused culture and adherence to service standards.

Skills

Customer service

Cash handling

Communication

Problem solving

Time management

Tools

Microsoft Office

CRM software

Job description

Become a Part of Moira Shire Council’s Exciting Journey!

At Moira Shire Council, we're reimagining local government with fresh ideas, a friendly approach, and a passion for making a real difference in our vibrant regional community. Nestled along the stunning Murray River, our region spans from the lush Barmah Forest to lively towns like Cobram, Numurkah, Nathalia, and Yarrawonga—one of Victoria’s top holiday spots.

We believe in working together with honesty, respect, integrity, teamwork, and accountability to create a future everyone can be proud of.

Our role as a Council? To serve, support, and inspire our communities to facilitate the success of the Moira2045 Community Vision.

Why Work With Us?

• Above Award pay rates
• A strong, values based, positive organisational culture
• Supportive and family-friendly workplace.
• Flexible work arrangements to suit your lifestyle with opportunity to Work From Home
• Access to extensive training and education opportunities, including in-house leadership program
• Superannuation information sessions with Vision Super
• Salary packaging and novated leases available
• Access to wellness initiatives
• Corporate discounts at five gyms across our shire
• Generous parental leave
• Up to two days paid volunteer leave for a community service within our shire.
• Cultural and ceremonial leave.
• Opportunities for purchased leave to better accommodate your lifestyle.
• So much more.....

Please note all benefits are considered individually for roles on a pro-rata basis. Temporary and part-time roles may not be eligible for all inclusions.

Moira Shire Council is an Equal Opportunity Employer.

Moira promotes a workplace that actively seeks to include, welcome and value the contributions of all people and encourages people with a disability, Aboriginal Australians, young people and people from culturally diverse backgrounds to apply.

Job Description

Key Responsibilities and Functions

Service Delivery and Team Support

• Support the development and maintenance of a strong culture of quality service delivered by all staff.
• Maintain a team roster in consultation with the Coordinator to ensure adequate levels of coverage for all activities required by the Customer Experience Team at all Customer Service Centres.
• Liaise with the Coordinator to ensure corporate objectives in relation to Customer Services are being achieved and any issues are promptly resolved.
• Act as a point of referral for the team for escalating and resolving complex customer related issues.
• Contribute to the development and maintenance of the Moira Knowledge Base to support first point resolution.
• Liaise, as required, with staff from other departments to gain information and to resolve customer issues and support first point resolution.
• Stay up to date with Council activities and services to provide timely and appropriate information to customers.
• Provide on the job training and guidance to new team members and ongoing training and support to the Customer Experience Team.
• Assist in the preparation and distribution of regular statistics and KPI reporting.
• Support the Coordinator to promote Council’s commitment as a customer-focused organisation with adherence to Customer Service standards.
• Identify and recommend improvements to systems and processes that support efficient service delivery to the Coordinator.
• Provide support to the other Senior Customer Experience Officer, as required.

Customer Contact

• Provide first point of contact for customer enquiries, whether in person at the Service Counter, by telephone, or by email.
• Answer incoming telephone calls promptly, courteously, efficiently and in a manner that enhances Council's image, including during high volume or demanding situations.
• Lodge real time customer requests for service to appropriate officers and provide progress advice to customers when requested.
• Receive, assess and initiate actions on customer enquiries, requests and applications.
• Capture statistics for customer interactions with council.
• Resolve a high portion of customer enquiries at first point of contact in a consistent and accurate manner and to a high standard and in accordance with performance targets.
• Undertake a range of administrative functions including, facility bookings, application lodgement, inspection bookings, creating and sending kerbside waste collection requests and reporting and record keeping.

Reception and Payment Duties

• Receive customers and visitors to Council in a prompt and courteous manner, ensuring all visitors are signed in as required and their arrival announced to the hosting Council Officer(s).
• Accurately receipt and reconcile all payments, including monies received in person, over the telephone and through the mail system, in accordance with procedural guidelines.

Desired Skills and Experience

Essential qualifications and experience

• High level customer service skills and experience
• Cash handling experience including receipting and reconciliation
• Strong oral and written communication skills
• Ability to use initiative in resolving problems and capacity to display sound judgement.
• Proven time-management skills, including the ability to plan and prioritise work so as to achieve timely and accurate results and to reschedule prioritise when relevant.

Desirable qualifications and experience

• A general knowledge of Moira Shire.
• Ability to work autonomously and within a team environment.
• Highly developed and proven computer skills including a sound knowledge of software.