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Customer Experience Officer

Correctional Officers
Permanent Full Time
8 days ago

Georges River Council is a leading, people-focused organisation with approximately 600 staff members. Our people are working to make the Georges River area an accessible, green, diverse and innovative community and economy. We are dedicated to providing vibrant public places, sustaining and developing a thriving creative culture, helping protect our natural environment, and making our suburbs more liveable.

The Customer Experience team acts as the first point of contact for Council’s customer enquiries. Our dynamic Customer Experience Operations team serves customers via our multi-faceted contact centre through channels such as Web Chat, Emails and phone calls as well as face to face from our two service centres – one in Hurstville and the other in Kogarah. Our call centre receives approximately 6000 calls per month, while our service centres assist 250 customers face to face.

Georges River Council is currently seeking an experienced Customer Experience Officer to make their mark in contributing top level service within our expanding Customer Experience Operations team. The successful candidate will report to the Coordinator Customer Experience Operations and work within a team across different facets such as the call centre, concierge and counter roles across 2 locations.

You will be responsible for providing a welcoming, comprehensive, efficient and effective service to all internal and external customers. This is a critical role which represents Georges River Council directly in assisting the needs of our community through a variety of methods via face to face, telephone and electronic customer service as well as playing a pivotal role in taking Council's Customer Experience to the next level.

About the Opportunity

  • Permanent Full-Time - 70 hours per fortnight
  • Salary from $63,103.90 - $73,115.43 per annum plus 10% superannuation
  • Wellness perks including flu vaccinations, health-checks, gym subsidy and more
  • Deliver innovative services as part of a committed and passionate team and support our community.

Key Responsibilities include but are not limited to:

  • Representing Georges River Council directly in an ever changing and fast paced environment in person and online.
  • Take ownership of situations affecting your team and customers and follow any issues through to completion.
  • Liaising with all business units across Council to ensure all enquiries are resolved or referred to the best point of contact whilst seeking first contact resolution as priority.
  • Make a highly positive impact on culture and team - work well with others, share learnings, build trust, and lead by example.

Selection Criteria

  • Tertiary qualifications in a relevant field e.g. diploma or certificate in customer service, business administration, or communications.
  • Demonstrated high quality front-line customer service experience including serving customers directly in a call centre and/or front counter to agreed service levels and standards.
  • Ability to handle compliments and deal with difficult customers/complaints regarding customer experience.
  • Sensitively dealing with customers from diverse backgrounds.
  • Excellent interpersonal, communication (written & oral) and teamwork skills.
  • Openness and willingness to change and continually improve business processes.
  • Willingness to participate in on-the-job training and job rotation to maintain Council knowledge and skills.
  • Flexibility to work as part of a roster to carry out duties on the counter, call centre, electronic customer service and administration throughout the day and across the week to meet operational requirements.
  • Ability to work across all Council’s Service Centre locations including any temporary Customer Experience Service locations.
  • Experience in cash handling and receipting.
  • Must have received two doses of a COVID-19 vaccine prior to commencement of employment with
    Georges River Council, except where a medical contraindication certificate is provided.

If you have made a positive commitment to further your career and you possess the attributes located in the Position Description essential criteria, then please submit your application today. Applicants are asked to ensure that they provide responses to the targeted questions, failure to do so may result in your application not being considered.

If you would like further information on this role, please contact Jeff Chan, Coordinator Customer Experience Operations on 02 9330 6241.

Applications must be completed and submitted via our website. Closing Date: Wednesday 20 October 2021 at 11:30pm AEST

Offers of employment at Georges River Council are contingent upon satisfactory results of a thorough background check.

Georges River Council aims to be a leading, people-focused organisation delivering outstanding results for our community and city. We foster our values of Accountability, Professionalism, Unity and Honesty and take pride in promoting the image of Council in the community.

Georges River Council is committed to building a workplace culture that values diversity and inclusion.

We welcome applications from Aboriginal and Torres Strait Islander people, workers of all ages, people with disabilities, people who identify as LGBTIQ and those from culturally and linguistically diverse backgrounds.

Please note you must be an Australian or New Zealand citizen or a permanent resident or have unlimited working rights (with no Visa restrictions) in Australia to apply for this position.

Salary Details*
Salary Type Normal Wages
Base Salary $63,103
Superannuation 9.5%
Bonus offered No
Total Package $69,098
* Salary details are calculated without bonus and monthly payout as per tax bracket without tax threshold and other allowances. Its always good to confirm these details with the employer or recruiter.
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