Job Description

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Customer Service Officer

Advertiser: Townsville City Council3.5 out of 53.5 overall rating (59 employee reviews) More jobs from this company

Job Information

Job Listing Date
26 Nov 2019
Location
Northern QLD
Work Type
Part Time
Classification
Call Centre & Customer Service, Customer Service - Call Centre

Customer Service Officer

Townsville: City of Opportunity

Townsville is the capital of Northern Australia, and Townsville City Council is the largest regional council in Queensland. Our Council is undergoing a whole-of-organisation transformational change which will place our customers at the heart of everything we do and allow us to take advantage of exciting opportunities to revolutionise the delivery of services to a community of more than 190,000 residents. Council strives to facilitate sustainable economic development for our region, enhance quality of life for our residents, and identify and unlock the potential of our City through inspired leadership, co-design of services with the community, and sustainable and innovative business partnering.

It’s not just about ideas. It’s about making ideas happen.

Our customer serrvice team are the powerhouse that drives the organisation forward and the foundation on which we build every idea, change and improvement.

We believe that people are at the heart of business, understand that skills are important but attitude is critical and are building an organisation dedicated to delivering for our community.

ARE YOU A CUSTOMER SERVICE WHIZ WITH EXPERIENCE IN COMMUNICATING WITH A DIVERSE RANGE OF CUSTOMERS?

The Customer Contact Team provides frontline service to the Townsville community on behalf of the organisation through the provision of timely and accurate information, processing of correspondence, work requests, applications and payments and responding to enquiries across all council services.

Our successful candidate will have:

  • Current “C” class drivers’ licence.
  • Experience working in customer service roles in large and diverse organisation.
  • Strong verbal and written communication skills including the ability to organise and communicate information clearly through a variety of customer contact channels.
  • High level customer interaction skills developed from experience in a customer contact environment.
  • Highly developed skills in administrations, cashiering and computing, including keyboard accuracy.
  • Ability to exercise judgment and initiative where procedures and practices are not clearly defined.
  • High level ability and enthusiasm to learn new processes, practices and procedures which contribute towards Council objectives.
  • Proficient in the use of the Microsoft Word and Excel (Desirable)
  • Justice of the Peace (JP Qual) or Commission of Declarations (Desirable)
  • Willingness and ability to work at any location within Townsville City Council subject to organisational requirements.

Additional Key Requirements for Level 3

  • Minimum 5 years’ experience working in a leadership role.
  • Minimum 2 years’ experience working in administration or operations in Local Government.
  • Minimum 2 years’ experience working in a quality assessment or coaching/training role (Desirable)
  • Strong knowledge of customer contact systems and customer request systems
  • Knowledge of call centre metrics and demonstrated ability to apply improvement strategies.
  • Proficient in the use of the Microsoft Office Suite
  • Detailed knowledge of council operations and operations of a customer service centre.
  • Working knowledge of relevant legislation, local laws, policy/procedure and its application in a customer service environment.
  • High level problem solving and negotiation skills in dealing with escalated customer enquiries and complaints in a constructive manner.
  • Knowledge of the principles of adult learning and coaching and mentoring of staff.

We're hiring a Customer Service Officer. Do you have what it takes to build a city? Find out more here.

Closing date: Sunday 05 January 2020

TO APPLY >> Click on the apply button below to be redirected to council's on-line application webpage where you will find the position description and application instructions.

Townsville: City of Opportunity

Townsville is the capital of Northern Australia, and Townsville City Council is the largest regional council in Queensland. Our Council is undergoing a whole-of-organisation transformational change which will place our customers at the heart of everything we do and allow us to take advantage of exciting opportunities to revolutionise the delivery of services to a community of more than 190,000 residents. Council strives to facilitate sustainable economic development for our region, enhance quality of life for our residents, and identify and unlock the potential of our City through inspired leadership, co-design of services with the community, and sustainable and innovative business partnering.

It’s not just about ideas. It’s about making ideas happen.

Our customer serrvice team are the powerhouse that drives the organisation forward and the foundation on which we build every idea, change and improvement.

We believe that people are at the heart of business, understand that skills are important but attitude is critical and are building an organisation dedicated to delivering for our community.

ARE YOU A CUSTOMER SERVICE WHIZ WITH EXPERIENCE IN COMMUNICATING WITH A DIVERSE RANGE OF CUSTOMERS?

The Customer Contact Team provides frontline service to the Townsville community on behalf of the organisation through the provision of timely and accurate information, processing of correspondence, work requests, applications and payments and responding to enquiries across all council services.

Our successful candidate will have:

  • Current “C” class drivers’ licence.
  • Experience working in customer service roles in large and diverse organisation.
  • Strong verbal and written communication skills including the ability to organise and communicate information clearly through a variety of customer contact channels.
  • High level customer interaction skills developed from experience in a customer contact environment.
  • Highly developed skills in administrations, cashiering and computing, including keyboard accuracy.
  • Ability to exercise judgment and initiative where procedures and practices are not clearly defined.
  • High level ability and enthusiasm to learn new processes, practices and procedures which contribute towards Council objectives.
  • Proficient in the use of the Microsoft Word and Excel (Desirable)
  • Justice of the Peace (JP Qual) or Commission of Declarations (Desirable)
  • Willingness and ability to work at any location within Townsville City Council subject to organisational requirements.

Additional Key Requirements for Level 3

  • Minimum 5 years’ experience working in a leadership role.
  • Minimum 2 years’ experience working in administration or operations in Local Government.
  • Minimum 2 years’ experience working in a quality assessment or coaching/training role (Desirable)
  • Strong knowledge of customer contact systems and customer request systems
  • Knowledge of call centre metrics and demonstrated ability to apply improvement strategies.
  • Proficient in the use of the Microsoft Office Suite
  • Detailed knowledge of council operations and operations of a customer service centre.
  • Working knowledge of relevant legislation, local laws, policy/procedure and its application in a customer service environment.
  • High level problem solving and negotiation skills in dealing with escalated customer enquiries and complaints in a constructive manner.
  • Knowledge of the principles of adult learning and coaching and mentoring of staff.

We're hiring a Customer Service Officer. Do you have what it takes to build a city? Find out more here.

Closing date: Sunday 05 January 2020

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