Senior Customer Experience Officer

Senior Customer Experience Officer

About the position:

The Senior Customer Experience Officer works cohesively within a multi-skilled team to deliver a range of Council services in a call centre and front counter environment, ensuring accurate information, documentation, applications, and electronic requests are handled in a timely manner. In addition, the Senior Customer Experience Officer is the subject-matter expert that provides guidance and training to the team and City employees to continuously enhance the delivery of meaningful customer experiences.

Key accountabilities:

• Provide professional advice, guidance, coaching and support to the Customer Experience Team and Coordinator Customer Experience.
• Communicate with diverse audiences (including employees, management, suppliers, etc) to provide training, information and clarification regarding policies, procedures, best practice, and strategy outcomes.
• 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.
• 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.
• Accurately input, monitor, and maintain customer records within City systems and databases, to council and legislative standards, which support future activities.

For further information view the position description: Senior Customer Experience Officer (Ref: 1145)

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 significant customer service and/or contact centre experience and ideally hold a diploma in Customer Contact or Business Administration. Applicants who have strong knowledge, skills and experience but do not hold any formal qualifications are strongly encouraged to apply.

The Customer Experience team is dedicated to creating meaningful experiences for the people we serve, so a strong desire to help people is a must. The City is seeking someone with excellent communication skills including the ability to consult, negotiate and liaise effectively with a diverse range of people. Additionally, the successful applicant should possess high-level office administration skills and the ability to adapt to changing situations.        

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 $81,618 per annum or $41.3046 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 per annum
• 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.