Customer Experience Officer

Customer Experience Officer - Part time, Mon, Tues & Wed

About the position:

You will be the first point of contact to members of the community who are either visiting the City offices in person or contacting the City by telephone, email, and other channels such as webchat. You enjoy helping people, can navigate multiple systems, can capture the heart of customer’s needs and facilitate their efficient resolution.

This position is the face of the City of Greater Geraldton and aims to maximise resolution at the first point of contact; this role is about delivering a premium experience to our customers and taking ownership of each point of contact.

This opportunity is offered as a permanent, part time position, working 45.60 hours per fortnight. The rostered days of work each week are Monday, Tuesday and Wednesdays (full days).

Key accountabilities:

• As the customer-interfacing "face" of the City of Greater Geraldton, deliver a consistent and responsive customer experience via a range of delivery methods, including face-to-face, email, phone, web chat and social channels, throughout the customer life cycle.
• Address a range of complex, sensitive and routine customer requests, determining their needs and requirements, servicing their expectations and providing effective, timely solutions, escalating enquiries through to specialist staff where necessary.
• Drive effective customer engagement and build relationships with customers and stakeholders, both internal and external to the City, and gather their feedback to measure satisfaction.
• Proactively enhance customer’s knowledge of the City’s offerings and provide them with the skills and abilities to find critical information and self-serve if they so choose.
• Provide administrative support including receipting internal and external payments, raising requisitions for purchases, preparation of daily outgoing mail and reconciliation of banking and postage statements in accordance with the City’s policies and procedures.

For further information view the position description: Customer Experience Officer (Ref: 1374)

To gain a better understanding of the role or to discuss the position qualification requirements in more detail, please call Susan McCaughey, Coordinator Customer Experience on 08 9956 6907.

Position requirements:

The successful applicant will have developed interpersonal and communication skills - including the ability to consult, negotiate and liaise effectively with a diverse range of people - and the ability to produce written communications which are accurate and concise.

The successful applicant will also possess high level office administration skills including the ability to handle cash, perform daily banking reconciliation, process payments and input and manage customer information.

A national police clearance is required for this position.

Completion of a pre-employment medical including alcohol and other substances testing is required of all positions at the City.

Remuneration and benefits:

A salary starting from $69,663 per annum pro-rata or $35.2547 per hour will be offered dependent on knowledge, skills, experience and qualifications.

Some of the additional benefits of working for the City include:

• Up to 20% Superannuation (with superannuation co-contribution scheme)
• 22 Annual Leave days (pro-rata)
• Health & Wellbeing Program
• Flexible working arrangements
• Career opportunities
• Study Assistance
• Centrally located
• Free parking

Interested in applying?

To be considered for this vacancy, you must include the following documents in your application:

1. A completed Application Form (to enable the E-Form, save the document to your computer desktop)
2. A current resume
3. A completed Selection Criteria Form (please refer to the Candidate Information Pack for further details)

Applications should be emailed to the Chief Executive Officer at council@cgg.wa.gov.au or sent to: City of Greater Geraldton, PO Box 101, Geraldton WA 6531 by 4pm, Monday 22 April 2024.