About the role
In this role, you will provide prompt and customer focused service as the first point of contact for enquiries and complaints.

Work type: Casual

Classification: Band 4 $45.32 p/hr incl casual loading. Plus super

Key responsibilities include:

• Providing our customers, a proactive and seamless customer experience by meeting their transactional needs and providing service knowledge and expertise.
• Educating and supporting our customers to become comfortable and familiar with Tier 0 (Online) services.
• Assisting all customers with initial enquiries and where necessary refer customers to specialist support for Tier 2 (Managed support) services.
• Facilitating conversations and initiating processes (e.g. – accessibility parking permits) on behalf of other government agencies and third-party providers.
• Supporting projects in the establishment and development of programs, systems and procedures that impact the delivery of customer service.
• Responding to and managing enquiries in an efficient, professional manner in accordance with governing acts, regulations policies and procedures on an extensive range of services.

 About you
To be successful in this role, you will have excellent communication and customer relation skills.

Essential Experience: 

• Demonstrated experience and skills in customer service.
• Experience in the delivery of customer services in person, over the phone and online in an efficient and customer focused manner.
• Understanding of cash receipting and recording through a computerised system.
• Ability to use modern office and computer equipment including keyboard skills.
• Experience in the handling and/or reconciliation of monies.
• Ability to work independently and display initiative.
• Understanding of the City’s Human Resources practices including Equal Employment Opportunity and Occupational Health and Safety (OH&S).
• Flexible and available to work across our 3 customer service centres and our call centre including working outside of normal business hours where required.
• Preferred candidates will be required to undergo a National Police Check as part of the recruitment process (funded by the City).

If this sounds like the role for you, then click apply now!

Child Safety Responsibilities   
We are committed to being a child-safe organisation and have zero-tolerance for child abuse. We have specific policies, procedures, and mandatory training in place to support employees, volunteers, and contractors to achieve and adhere to these commitments. Please read our Child Safe Standards Management Policy.  

Diversity and Inclusion  
At the City we want a workforce that reflects the community we live in. We welcome and embrace everyone, all people with their own unique experiences, and support and encourage all our employees to do their best work, have equal access to opportunities and a just working environment. For this reason, we particularly welcome and encourage applications from First Nations people, people with diverse cultural and linguistic backgrounds, from the LGBTQIA+ community, people with disability and people of all genders, ages and diverse experience.  

We are the City
From parks to offices, childcare centres to works depots, leisure facilities to the Wool Museum and waterfront, our team plays a vital role in shaping our vibrant and growing community. Our community counts on us to get the essentials right while looking for ways to go beyond. By listening, collaborating, and focusing on sustainability, we strive to do the basics brilliantly and create a lasting impact. If you’re ready to be part of something bigger, join us in shaping the future of Geelong.

We support accessibility and encourage discussions about any adjustments or support you may need during the recruitment process.

Applications and Enquiries
Click the Position Description link to view more information about this position.

Enquiries: Lewis Halls   | Team Leader Customer Contact Centre  | Lewis.Halls@geelongcity.vic.gov.au

Click the Apply button to submit your application or find out more about this opportunity. If we can assist you with any reasonable adjustments in order to submit your application for this role, please contact the Talent Acquisition team via email at careers@geelongcity.vic.gov.au noting your preferred method of communication and contact details and a member of the team will be in touch.

We collect demographic data to help us learn who our advertisements are reaching and how we can reach an even more diverse audience.  We are committed to building a more diverse team. Your responses to our demographic questions are strictly confidential and will not be individually shared.

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