Job Category: Administration and Office, Call Centre and Customer Service, Government, Defence & Emergency
ABOUT US
Moira Shire Council is an innovative and progressive local government organisation committed to serving the needs of communities across a large regional shire located on the Murray River almost 3 hours north of Melbourne. Extending from the iconic Barmah Forest along the Murray River, our region includes four major towns - Cobram, Numurkah, Nathalia and Yarrawonga, one of Victoria’s most popular holiday destinations.
We are a team of diverse individuals who enjoy many lifestyle benefits of working for Moira Shire Council.
Some of these benefits include:
1. A family-friendly workplace that lives by our values of Respect, Integrity, Accountability, Honesty, and Teamwork.
2. Access to annual flu shots.
3. Annual skin checks.
4. Opportunity to salary package.
5. Opportunity for flexible work arrangements.
6. Out of hours Social Club.
7. Access Employee Assistance Program.
8. Soft-plastic collection.
9. The ability to make a tangible difference to your community.
10. 16 weeks paid parental leave for primary caregiver and 6 weeks for secondary carer.
Please note all benefits are considered individually for roles on a pro-rata basis. Temporary and part-time roles may not be eligible for all inclusions.
Moira Shire Council is an Equal Opportunity Employer offering flexible work arrangements for employees in a family-friendly workplace.
Moira promotes a workplace that actively seeks to include, welcome and value the contributions of all people and encourages people with a disability, Aboriginal Australians, young people, and people from culturally diverse backgrounds to apply.
Job Description
Key Responsibilities and Functions
Customer Contact
Deliver quality information and services via multiple channels including face-to-face, telephone, email, and other forms of electronic communication.
Answer incoming telephone calls promptly, courteously, efficiently, and in a manner that enhances Council's image, including during high volume or demanding situations.
Communicate effectively with all levels of customers including other council staff, Managers, and Councillors.
Lodge real-time customer requests for service to appropriate officers and provide progress advice to customers when requested.
Receive, assess, and initiate actions on customer enquiries, requests, and applications.
Capture statistics for customer interactions with council.
Resolve a high portion of customer enquiries at the first point of contact in a consistent and accurate manner and to a high standard and in accordance with performance targets.
Reception and Payment Duties
Receive customers and visitors to Council in a prompt and courteous manner.
Accurately receipt and reconcile all payments, including monies received in person, over the telephone, and through the mail system, in accordance with procedural guidelines.
Ensure all visitors to Council are signed in as required and their arrival announced to the hosting Council officer(s).
Accept and record courier deliveries and promptly notify the appropriate business unit or Council Officer of the arrival of the goods.
Issue keys to customers hiring Council owned facilities.
Ensure customer service areas are maintained in a clean and orderly state at all times.
Service Delivery and Administration Support
Participate in the continuous improvement of work practices by contributing to team meetings and discussions, sharing information and techniques with other staff members and management.
Maintain and update information in the knowledge base to support first point resolution.
Assist in the achievement of agreed outcomes consistent with department business plans and budgets.
Monitor community satisfaction with council services through customer feedback.
Provide a booking service for various council venues.
Liaise, as required, with staff from other departments to gain information and to resolve customer issues.
Stay up to date of Council activities and services to provide timely and appropriate information to customers.
Promote Council’s commitment as a customer-focused organisation with adherence to Customer Service standards.
Advise Team Leader of customer service trends and assist with proactive strategies to ensure best practice customer service.
Although an employee may be appointed to a particular position, Council may ask for duties to be carried out in other areas that are within their range of skills, competence, and training.
Desired Skills and Experience
Key Selection Criteria
High level customer service skills and experience.
Commitment to customer care and service.
High level cash handling including receipting and reconciliation.
Experience in a busy customer-focused environment.
Essential qualifications and experience
Demonstrated ability and experience in a Customer Service role.
Excellent written and oral communication skills.
Drivers License.
National Police Certificate.
Desirable qualifications and experience
Background in cash handling.
Ability to work autonomously.
Highly developed and proven computer skills including a sound knowledge of Microsoft software (Word and Excel) and other programs.
Understanding and experience in the operations of Local Government.
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