Customer Service Officer

• Permanent Part time 22.5 hours per week, working pattern Monday, Wednesday and Thursday 7:55am to 5:10pm
• $75,252.28 per annum (pro rata) plus Superannuation
• Join the Customer Experience 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.

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.
• 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. 
• Undertaken appropriate clerical and administrative tasks associated with customer requests and applications.
• Deliver a proactive and analytical approach to resolving customer interactions through effective questioning, negotiation, and conflict management.
• Develop positive and collaborative working relationships with other business units of Council to achieve positive outcomes for our customers.

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

• 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.
• High level of discretion, diplomacy, and confidentiality in dealing with members of the general public.
• Ability to establish good and respectful working relationships with all Council staff and other.
• Excellent verbal and non-verbal communication skills to empathetically manage customer enquiries and sensitively manage customers displaying challenging behaviours.
• A broad organisational knowledge and understanding of current Council and community issues.
• Commitment to quality customer service provision and ability to follow through all enquiries effectively and efficiently.
• Able to provide a high level of customer service in a multiskilled contact centre environment and face-to-face environment.
• Experience working in an administrative environment with a strong customer and team focus.
• Good written communication skills to enable the preparation of routine correspondence and record keeping.

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 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. #LI-Hybrid