Customer Service Officer

Reference number: 13466

Closing date: 11:45pm, Sunday 27 December 2020

• Permanent Part-Time Position
• 24 Hours Per Week – across three full days as rostered in advance
• $34.13 - $36.86 per hour plus 9.5% superannuation

About Moonee Valley City Council

Moonee Valley City Council is a vibrant and diverse municipality. We are a local government within the north-west metropolitan area of Melbourne, providing a range of services to some 130,000 residents and over 10,000 businesses. Our 1,200 employees bring their differing backgrounds, experiences and unique perspectives to our collaborative environment, and are supported to share ideas, initiatives and talent, making a positive impact on our community for now and in the future.

The Opportunity

Council’s Customer Service team operates as the major interface between the community and the organisation, and is responsible for efficiently and professionally handling general enquiries, requests and payments for Council services. You will be focused on the delivery of high-quality responsive services to our internal and external customers either via face to face, telephone and a variety of online and digital channels, including social media.

Responsibilities

• Providing prompt, friendly, knowledgeable and efficient responses to requests, enquiries and or complaints from customers contacting the customer service team, at any contact point and at required times and locations.
• Delivering accurate, timely information and advice that is consistent with Customer Service policies, procedures and Council’s service standards.
• Documenting all customer contacts in order to facilitate regular and accurate reporting on service levels and issues.
• Utilising correct corporate software to capture customer information and requests for service, taking care that processes are followed and there is appropriate attention to detail.

Skills & Experience

• Previous experience working within a multi-skilled, high volume, customer driven environment with a genuine commitment to provide quality customer service;
• Demonstrated experience and aptitude in dealing with members of the public through a variety of contact channels such as; in person, via telephone, email, social media and other digital channels;
• Competency in the use of Microsoft Word and Excel and other Microsoft Office products with the ability to quickly adapt to using Council specific software; and,
• Demonstrated numeracy and problem-solving skills (including cash reconciliation).

Benefits

At Moonee Valley City Council, we provide a number of benefits to our valued employees including:

• Flexible work opportunities
• Local Government Employees Health Plan
• Novated vehicle leasing
• Employee assistance programs / phone or in person counselling services

Our Culture of Inclusion

If you are interested in the role but feel you may not meet the full range of selection criteria, we encourage you to contact us to discuss your experience and application for this position.

We don’t just accept difference - we celebrate it, we support it, and we thrive on it for the benefit of our employees, our services and our community. With a focus on inclusion, accessibility and flexibility, we'll support you at every stage of your career. We recognise the importance of balance and embrace work agility, understanding that this means different things to each and every one of our employees.

Moonee Valley City Council is proud to be an Equal Opportunity and Child Safe employer and we value diversity and encourage people from different backgrounds to apply, including Aboriginal and Torres Strait Islander peoples, people from culturally and linguistically diverse (CALD) backgrounds, people of any age or gender, people identifying as lesbian, gay, bisexual, trans and gender diverse, intersex and/or queer (LGBTIQA+) and people with disability. If you have a reasonable adjustment, support or access requirement, we encourage you to let us know through your application or email H2@mvcc.vic.gov.au or call 9243 1122.