Customer Experience Officer

Careers at council - Hurstville
new offer (04/12/2020)

job description

About Our Council
Georges River Council is a leading, people-focused organisation with approximately 600 staff members. Our people are working to make the Georges River area an accessible, green, diverse and innovative community and economy. We are dedicated to providing vibrant public places, sustaining and developing a thriving creative culture, helping protect our natural environment, and making our suburbs more liveable.
The Opportunity
The Customer Experience team acts as the first point of contact for Council?s customer enquiries. Our dynamic Customer Experience Operations team serves customers via our multi-faceted contact centre through channels such as Web Chat, Emails and phone calls as well as face to face from our two service centres ? one in Hurstville and the other in Kogarah. Our call centre receives approximately 6000 calls per month, while our service centres assist 250 customers face to face.
To better support our Customer Experience Operations team and all Council departments to enhance Council?s service delivery, a new team Customer Experience Development team has recently been formed to enhance the management of customer feedback, complaints and drive improvements. At the same time, our Customer Experience Operations team is expanding. Our Council is innovative and we strive to improve our performance and processes ongoing. As a result of a recent major initiative, Georges River Council is now ranked as 5th out of 44 benchmarked Councils Australia wide for customer experience.
Georges River Council is currently seeking an experienced Customer Experience Officer to make their mark in contributing top level service within our expanding Customer Experience Operations team.The successful candidate will report to the Coordinator Customer Experience Operations and work within a team of 12 across different facets such as the call centre, concierge and counter roles across 2 locations.
You will be responsible for providing a welcoming, comprehensive, efficient and effective service to all internal and external customers. This is a critical role which represents Georges River Council directly in assisting the needs of our community through a variety of methods via face to face, telephone and electronic customer service as well as playing a pivotal role in taking Council\ 's Customer Experience to thenext level.
Permanent full time - 70 hours per fortnight
Salary from $61,866- $71,681 per annum plus 9.5% superannuation
Wellness perks including 9 day fortnight option ,flu vaccinations, health-checks, gym subsidy and more
Deliver innovative services as part of a committed and passionate team and support our community.
Key Responsibilities include but are limited to:
Representing Georges River Council directly in an ever changing and fast paced environment in person and online.
Take ownership of situations affecting your team and customers and follow any issues through to completion
Liaising with all business units across Council to ensure all enquiries are resolved or referred to the best point of contact whilst seeking first contact resolution as priority.
Make a highly positive impact on culture and team - work well with others, share learnings, build trust, and lead by example
Key Skills
Tertiary qualifications in Business Administration, Project Management, Change Management or related discipline (Diploma, Bachelor Degree or equivalent)
2+ years experience within a high volume customer service environment within a size team of 10 or more.
Ability to learn quickly, multi-task and assist with enquiries and complaints from all areas of council.
Ensure a consistent and collaborative approach to resolve enquiries within services across all departments.
Sensitively dealing with customers from diverse backgrounds
Compliance with policy, procedures and guidelines within Council.
It is preferred but not essential being able to demonstrate experience in a local government setting.
If you have made a positive commitment to further your career and you possess the attributes located in the Position Description essential criteria, then please submit your application today. Ensure you provide responses and examples (where appropriate) to all required questions on the application.
If you would like further information on this role, please contact Margaret Le, Manager Customer Experience and Events on 02 9330 6206.
Applications must be completed and submitted via our website. Closing Date:
Wednesday 4th November 2020 11:
30pm AEST
Georges River Council aims to be a leading, people-focused organisation delivering outstanding results for our community and city. We foster our values of Accountability, Professionalism, Unity and Honesty and take pride in promoting the image of Council in the community.
Georges River Council is committed to building a workplace culture that values diversity and inclusion.
We welcome applications from Aboriginal and Torres Strait Islander people, workers of all ages, people with disabilities, people who identify as LGBTIQ and those from culturally and linguistically diverse backgrounds.
Please note you must be an Australian or New Zealand citizen or a permanent resident or have unlimited working rights (with no Visa restrictions) in Australia to apply for this position.

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Customer Experience Officer

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