Customer Service Officer at Hume City Council

• Permanent Part Time (25.5 per week)
• $75,252.28 pro rata plus Superannuation 
• Join the Customer & Strategy team

Hume City Council is one of Australia’s fastest growing and culturally diverse councils. We put the customer and our community at the centre of all that we do, ensuring our services are efficient and accessible.

The Customer Service Officer is responsible for providing a positive customer service experience as first point of contact to Council’s customers. This includes:

• Serving customers with patience, empathy, and a customer centric attitude. 
• Promptly and efficiently maintaining a high level of customer service.
• Evaluating customer needs to determine the best course of action to resolve customer enquiries, consistent with organisational policies, procedures and values.

What you’ll be doing:

• Deliver customer service from any frontline touch-point of the contact centre to deliver an omni-channel experience. This will include phone, face-to-face and online/digital channels, and rotation between customer contact centres within Hume City. 
• Efficiently and effectively manage complaints, enquiries and requests on all of Council’s services and operations.
• Provide accurate, timely and courteous information and assistance to customers in all aspects of Council operations.
• Deliver a proactive and analytical approach to resolving customer interactions through effective questioning, negotiation, and conflict management.
• Tailor your approach and interactions to ensure all customers receive an excellent experience.
• Contribute to a collaborative team environment which shares responsibility for managing customer enquiries and workloads to deliver positive outcomes for our customers. 
• Develop positive and collaborative working relationships with other business units of Council to achieve positive outcomes for our customers.
• Maintain a strong commitment to social justice and inclusion, by providing respectful and culturally appropriate support to customers from culturally and linguistically diverse backgrounds, and people of all abilities.

The skills and experience you’ll bring to the role:

• Commitment to quality customer service provision and ability to follow through all enquiries effectively and efficiently.
• Excellent data entry skills and intermediate computer skills including the proficient and accurate use of Council’s customer request management system, databases and network systems.
• An understanding of cashiering processes for reconciliation and balancing of financial transactions.
• Demonstrated flexibility, resilience and adaptability to adjust to job and/or task rotation and working hours.
• Strong customer focus in approach to the tasks associated with the position.
• Skills in managing time, planning and organising one’s own work so as to perform tasks in an accurate and timely manner within given time constraints
• Ability to ensure that all enquiries from members of the general public are dealt with in such a manner which reflects Council’s professional standards and commitment to quality Customer Service.  This includes the ability to follow through on customer enquiries to ensure completion by other departments.
• Ability to set priorities and plan and organise work.
• Ability to exercise initiative and find solutions to problems

Required Certifications & Qualifications 

• Demonstrated experience within high volume contact centre and/or face-to-face environments.
• Experience in using a contact centre systems, including customer management or request tracking systems.
• Experience working in an administrative environment with a strong customer and team focus.
• Proficiency in a Language other than English relevant to Hume City’s community (desirable)
• Current driver’s licence.

Why Hume City Council?

A leader in local government, we’re committed to creating an inclusive and collaborative work environment that is guided by our values:

We’re better, every day: We give things a go and value progress over perfection. We have permission to go for it and are expected to reflect and learn.

We’re in it together: At Hume, everyone matters. We Welcome and include all. Respect and safety are expected.

We show up: We empower and trust others and own our work. We rise to the challenges and are expected to do what we say we will.

All for Hume: We strive to achieve our best for the Hume Community. We are proud and passionate about working towards better outcomes and expect they are at the centre of everything we do.

We offer a competitive salary package, professional development opportunities, and a supportive work environment.

A child safe organisation and an equal opportunity employer. Council encourages people of all ages, people with disability, Aboriginal and Torres Strait Islander people, LGBTIQA+ people and people from culturally diverse backgrounds to apply.

All candidates will be required to undertake background and probity checks including Reference Checks, Working with Children Check, and a Criminal Record Check.