Customer Experience Project Officer

Customer Experience Project Officer

Reference number: 13853

Closing date: 11:45pm, Wednesday 2 February 2022

• Permanent Full-Time
• Classified as Band 5
• Salary commencing at $75,727.29 per annum plus 10% superannuation (commensurate with experience)

The Opportunity

Reporting directly to the Team Leader Customer Experience and working as an integral part of the Customer Service Transformation team, this opportunity will see you supporting the development of a continuous improvement culture within the business unit. This position will also see you assisting in project managing customer-focused improvement initiatives and administering customer service systems including CRM, Call Centre telephone system, knowledge base and digital service platforms.

Responsibilities

• Provide assistance and administrative support to the Customer Experience Project Officer n team and operations team;
• Assist with leading stakeholder management and the delivery of training, project implementation and change management activities;
• Undertake research and assist with the preparation of project status reports, briefings and recommendations relating to all project streams; and,
• Review, maintain and improve the quality of Council’s knowledgebase, including the documentation and mapping of customer service processes.

Skills & Experience

• Qualified in or have substantial experience in customer experience projects and/or data analysis and reporting;
• Demonstrated experience in investigating, analysing and implementing business processes and technical solutions within a service-based organisation;
• Strong written and oral communication skills, including the ability to prepare correspondence and submissions, project documentation and procedures manuals; and,
• Highly effective interpersonal skills and a demonstrated ability to communicate effectively and build rapport with team members, stakeholders and customers.

Next Steps

Applications must be submitted through our online system mooneevalley.mercury.com.au and include a separate CV and address the Key Selection Criteria. Applications that do not meet these requirements may not be considered.

Due to the internal nature of this recruitment, applicants must use their Moonee Valley City Council email address when registering for an e-recruit account. Please note that if you are not logged in or are using an account with a personal email account you may not be able to view or apply for the role. Please contact your HR Business Partner if you have any difficulties.

For further information please view the Position Description or contact Andrea Micallef, Team Leader Service Transformation on (03) 9243 1242.

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 hradmin@mvcc.vic.gov.au or call 9243 1122.

Contact Person: Andrea Micallef

Contact Number: (03) 9243 1242

Alternate Contact Person: Audrey Baker

Alternate Contact Number: (03) 9243 1243

Closing Date: 02/02/2022