Customer Service/Service NSW/Tourism Officer (Warialda)

Position Description Customer Service/ Service NSW Officer Position Code 594 Classification/Grade/Band Local Government (State) Award 2023 Grade 5, Band 2, Level 1 Reports to Finance Manager Location Warialda Content Manager Reference Direct Reports NIL Budget (Operating and Capital expenditure) NIL Overview of Gwydir Shire Council Located on the Fossickers Way between the New England and Northwest regions of NSW, the Gwydir Shire encompassing a diverse landscape that is both picturesque and productive. With affordable housing, a strong sense of community and diverse leisure and recreation activities, the Shire offers an idyllic and fulfilling lifestyle. Bingara and Warialda are the main towns in the Shire. The Gwydir Shire Council prides itself on being an award-winning organisation that supports it community through the provision of high-quality services. Council offers employees a rewarding career that allows staff to make a positive impact in the communities in which they live; and provides exciting opportunities to explore and suture career avenues within the organisation. Council strongly supports a flexible-family work environment. Gwydir’s Vision Councils vision is to be a recognised leader in Local Government through continuous learning and sustainability. Council embraces this mantra by ensuring all staff have access to training and education, to reach their full potential. Gwydir’s Misson To ensure that the Council’s long-term role is viable and sustainable by meeting the needs of our residents in a responsible and caring way, attract sustainable development while maintaining the traditional rural values, character, and culture of our people. 1 Child Safety Commitment Statement Gwydir Shire Council is committed to the safety, wellbeing and empowerment of all children and young people throughout the Shire, including indigenous children, those from culturally and linguistically diverse backgrounds and children and young with disabilities. All Gwydir Shire Council staff, volunteers and other partners have a zero-tolerance approach to any form of child abuse in both the physical, psychological, and online environments. We support the rights of children and young people, and we will act immediately and accordingly to ensure an setting is maintained where they feel safe, respected, valued, and always empowered. We know that being a leading child safe organisation is about more than having the right policies and procedures in place. It requires conscious actions and proactive behaviours to protect children from harm. It means creating a culture of safety that extends from participation and education through to ensuring all members of our organisation feel safe and secure in reporting inappropriate behaviour. It is essential that everyone at Gwydir Shire Council understand the important responsibilities they have in relation to child safety, and we are committed to educating our elected members, employees, volunteers, contractors, consultants, other partners and the wider community in the regard. We want children to have a voice and know that their views are listened to and respected and that they are given opportunities to contribute. Together we can provide an environment where children feel safe, respected, valued, and encouraged to reach their full potential. Primary purpose of the position This role provides customer service provisions to the Visitor Information and Gwydir Shire Council Customer Service centre where you will provide all customers the required information regarding tourism, local businesses, local facilities, and event opportunities with the Shire. This position also requires the applicant to act as an agent on behalf of Services NSW performing duties in line with the delivery level established in the Service NSW contract to the local community. At all times you will be required to projects a professional, co-operative, confidential and courteous image when liaising with Management, staff, and the general public. Department and Branch Description Forming part of the Organisation and Community Services Department, the Finance Branch is responsible for leading and managing all financial functions of Council including:  Financial management and planning  General Revenues and Grants  Expenditure  Budget Preparation  Statutory Accounting  Management Accounting  Deb Management including recovery.  Investment Management  Preparation of Financial Reports, Returns and Statements  Financial Policy and Procedures 2 Key accountabilities Within the area of responsibility, this role is required to:  Responsible for the accurate recording of all monies, daily balancing, banking, and updating.  Responsible for ensuring customers enquiries including those generated by the public, Council staff and management, are handled in a co-operative, courteous, prompt, and professional manner.  Responsible for the quality and accuracy of work performed.  Ensure compliance with all Privacy Legislation and treat all information of a personal & sensitive nature concerning the business of Council, Ratepayers or Residents in a professional and confidential manner.  Provide prompt and accurate responses to all telephone enquiries.  Complete and forward service requests generated from internal and external sources, for all works requirement, to the appropriate managers.  Provide excellent reference and information services to the Gwydir Shire Community.  Attend the four weeks Service NSW training to learn the key functions and skills of this position. Two weeks will be based in Parkes and two in a branch that is agreed upon with Service NSW and Council with the cost of this training covered by Service NSW.  Ensuring that all Service NSW payment and transaction information is sent to the Service NSW Processing Centre on a daily basis.  Provide a quality customer service, recognising individual customer needs and answering all enquires in a co-operative, courteous, prompt, and professional manner in accordance with the Service NSW Code of Conduct and Ethics  Develop and maintain strong working relationships with the staff at the Service NSW Processing Centre  Provide back-up for both Warialda/Bingara Service NSW Agencies for sickness and holiday leave as required. 3 Selection Criteria Essential  Class C Drivers Licence  Demonstrated experience in cash handling and/or cashiering experience in a computerised environment.  Ability to identify customer needs and expectations, decide the appropriate action and respond accordingly.  Sound written and verbal communication skills.  Ability to deal with difficult situations and present a positive council image.  Ability to develop working relationships with staff and work together in a team environment.  A high degree of self-motivation, and the ability to work without supervision.  Demonstrated commitment to delivering a high standard of customer service.  Demonstrated skills in managing information in a discreet, professional, and confidential manner.  Demonstrated knowledge and proficiency in the use of Microsoft Office software Desirable  Previous work experience in Local Government would be highly regarded.  Higher school certificate or equivalent  Certificate in Business Administration or Finance  Experience in the provision of Service NSW Common requirements of the position  Willingness to have Council conduct a Criminal History Check.  Agree to undertake a medical assessment by Council’s nominated medical practitioner if required and to be medically fit to undertake the full requirements of the position.  Manage projects in accordance with corporate standards.  Willingness to work flexible hours to meet the requirements of the position.  Behaviour in accordance with Council’s policies and the Code of Conduct.  Report environment issues that may become evident when carrying out the position duties. Qualifications  Service NSW Training 4 Capabilities for the position The Local Government Capability Framework describes the core knowledge, skills and abilities expressed as behaviours, which set out clear expectations about performance in local government: “how we do things around here”. It builds on organisational values and creates a common sense of purpose for elected members and all levels of the workforce. The Local Government Capability Framework is available at Below is the full list of capabilities and the level required for this position. The capabilities in bold are the focus capabilities for this position. Refer to the next section for further information about the focus capabilities. Local Government Capability Framework Capability Group Capability Name Level Manage Self Foundational Display Resilience and Courage Intermediate Act with Integrity Intermediate Personal attributes Demonstrate Accountability Foundational Communicate and engage Intermediate Community and Customer Focus Intermediate Work Collaboratively Foundational Relationships Influence and negotiate Foundational Plan and prioritise Foundational Think and Solve Problems Intermediate Create and innovate Foundational Results Deliver Results Foundational Finance Foundational Assets and Tools Foundational Technology and Information Foundational Resources Procurement and Contracts Foundational 5 Focus capabilities The focus capabilities for the position are those judged to be most important at the time of recruiting to the position. That is, the ones that must be met at least at satisfactory level for a candidate to be suitable for appointment. Local Government Capability Framework Group and Capability Level Behavioural Indicators Personal Attributes Intermediate  Adapts quickly to changed priorities and organisational settings. Display Resilience and  Welcomes new ideas and ways of Adaptability working.  Stays calm and focused …