Customer Service Officer/10023) (Katoomba)

NSW / Front Counter / Call Centre – 35 hours p/w Position Number: P00631 Directorate: OCEO Service: Customer Experience Location: Katoomba & Springwood Offices Position Classification: Band 5 Date Created/Updated POSITION PURPOSE/OBJECTIVE To provide information and assistance on a wide range of Service NSW & Council functions in a professional, courteous and efficient manner. RELATIONSHIPS Reports to (Position Title): Coordinator
- Customer Experience Service Report to (Position Number): Staff Responsibility: Nil Key Internal Relationships: Liaison with staff at all levels of the organisation Key External Relationships: Residents; tourists and business sector; may with external agencies such as the Service NSW; community groups and other representatives. KEY RESPONSIBILITIES The position can be required to work at Katoomba and /or Springwood offices. Depending on need, positions shift quickly between front and back of house services. Services include but are not limited to:
- provision of first point of customer contact services (telephone and in-person);
- for the right candidate the provision of Service NSW services including agency functions For the right candidate possibility to train in Service NSW Transactions, such as but not limited:
- To have specialist knowledge and training in Service NSW activities.
- To provide Service NSW services to a wide range of customers performing a range of transactions within relevant operational policies & procedures.
- Be able to calculate fees and charges for services; collect and balance monies, calculate floats and issue receipts for services to Service NSW customers
- Able to keep informed and take immediate action to update processes in Service NSW legislation and/or procedures.
- Able to collate and send Service NSW information collected to ensure accurate records. Front-Counters activities, such as but not limited to:
- Provide the front-line response to customer enquiries and where applicable service those needs via direct action (e.g. advice, information, payments, etc) or establish a workflow for action initiation (e.g. electronic Customer Service Requests).
- Provide information and advice to all customers on Council policies, draft policies, codes, exhibition items, business items, community services and work programs as requested, referring to other Council officers for clarification and further information when required.
- Provide advice, information and explanation with regard to a broad range of plans and documents to assist customers in completing applications to Council standards.
- Calculate fees and charges for Service NSW and/or Council; collect, receipt and balance monies, calculate floats and perform end-of-day duties.
- Maintain Council’s commitment to protecting personal information and ensure information is handled in line with Council’s Privacy Management plan. Call Centre activities, such as but not limited to:
- Provide advice, information and explanation with regard to a broad range of Council Services.
- Assist all customers in the compilation of Council applications or the sending out of such forms and applications as requested.
- Register Customer Service Requests for customer issues, establishing a workflow for actioning
- Provide information on the range of Council services and determine the best way to manage the customer contact in relation to a suitable and appropriate outcome for the contact.
- Maintain Council’s commitment to protecting personal information and ensure information is handled in line with Council’s Privacy Management plan.
- Team achieving a “First Call does it all” performance of min 80%.
- Initiate action or workflows on incoming correspondence. Hours of Operation are generally 8.30am – 5.00pm. This role has designated 30.5 hours and may be reviewed in line with broader organisational outcomes. Guiding Principles
- We act as one organisation responding to the changing needs of our LGA and community
- We are strategy led, driven by our Community Strategic Plan with clear priorities and focus
- We are service focused & we continuously improve service provision and provide excellent customer service
- We collaborate and work together to achieve our outcomes
- We ensure safety and well-being is at the centre of our organisation, operations and culture
- We are a financially sustainable organisation, living within our means, ensuring best value resource allocation These Guidelines complement the Council’s adopted Values of: Work Together; Work Safe Home safe; Service Excellence; Value for Money; Trust and Respect; and, Supporting Community. Workplace Health & Safety Ensure compliance with WHS obligations and responsibilities as outlined in Councils policies and procedures and under the relevant WHS legislation. These include but are not limited to: identifying potentially unsafe situations or work practices and notifying your Supervisor or Manager (or the Health, Safety Manager/Area Safety Representative); never performing a task that you believe is dangerous or for which you do not have the experience, or have not received appropriate instructions and training or where the correct equipment to carry out the task safely is not available; always work in a safe manner and in accordance with safety instructions, where applicable; use the work equipment supplied for the job, in accordance with the manufacturer's instructions), and any personal protective equipment, which the Council deems necessary and has provided; be safety aware and report any actions to your line manager which will assist the Council to meet its legal workplace health and safety obligations. You have the right to cease or direct cessation of unsafe work. In addition, you are required at all times to comply with Councils Asbestos Management Plan and Policy. COMMUNICATION The position communicates with customers such as ratepayers, community members, builders, Council service users and developers to provide information on the full range of Council and with the right candidate Service NSW services, policies and plans. The position requires excellent interpersonal skills to ensure that information and advice provided is clearly and easily understood by all customers. The position must relate to people from diverse backgrounds and require valuable interpersonal skills to exchange information, negotiate task allocation and work effectively and safely with others. JUDGEMENT & PROBLEM SOLVING The position makes decisions and solves problems on a wide range of inter-related/inter- dependent issues involving varied levels of complexity, ambiguity and risk. Precedent is generally available from sources within the Council, and assistance is usually available from other professional/specialist staff in the work area. The position ultimately however gives advice/makes decisions for which the Council is held accountable. AUTHORITY The position establishes the credibility of the organisation with internal and external stakeholders and models the customer service culture of the organisation. It is required to advise customers on all facets of Council’s and/or Service NSW services, charges, policies and plans. In this, it requires the completion of tasks which require the use of advanced procedures and specialized skills and systems. Where an inquiry is out of the positions scope of knowledge, the inquiry will be referred to an appropriate staff member or other authority. SKILL, EXPERIENCE, QUALIFICATIONS & BEHAVIOURAL COMPETENCIES ESSENTIAL
- Certificate level qualifications with relevant work experience, or an equivalent combination of relevant experience and / or education and training.
- Demonstrated high level skills and knowledge in customer service. Ability to integrate information from diverse sources, often involving large amounts of information including understanding of relevant legislation, statutes and codes and the application of that knowledge in the context of the local environment.
- Demonstrated excellent communication and interpersonal skills to provide simple and complex information, resolve conflict and relate well to a diverse range of customers.
- Demonstrated experience to use computer systems to retrieve, locate and distribute information and maintain systems.
- Ability to interpret and explain plans, forms, applications and other documents requested and used by internal and external customers.
- Ability to carry out cashiering activities including operating cash systems, cash balancing & receipting
- Ability to work unsupervised and as part of a multidisciplinary team
- Ability to maintain confidentiality.
- Current Drivers Licence. DESIRABLE Experience in Local or State Government
- Knowledge of council and/or Service NSW functions, operations and organisational structure
- Certification as Justice of Peace
- Cert III in Customer Service
- Approved Individual User Identification Number issued by Service NSW to access DRIVES database (desirable, not essential). Apply on Kit Job: kitjobau.com/job/3rhg8k