Exciting Career Opportunity: Join Our Team as a Senior Customer Service Officer!
- Temporary Full Time (until December 2025)
- $67,978 per annum + super
- Multiple positions available
Are you passionate about delivering exceptional customer service and handling diverse inquiries with efficiency and professionalism? Do you thrive in dynamic environments and enjoy making a direct impact? If you're dedicated, detail-oriented, and ready for a new challenge, we want YOU to join our team!
About Us
At the Rural City of Wangaratta, we’re more than just an organisation – we’re a vibrant community. Nestled in Victoria’s stunning high country, we offer a supportive work culture while providing outstanding services to our residents. With a perfect balance of work, nature, and adventure, Wangaratta provides an exceptional living and working environment.
About the Role
As a Senior Customer Service Officer, you'll be responsible for providing top-tier service, ensuring that every interaction, whether in person, over the phone, by email, or online, is handled with professionalism and efficiency. This role is central to our mission of delivering excellent customer service and managing day-to-day administrative tasks, including financial transactions and facility bookings.
Key Responsibilities
- Maximise First-Time Resolution: Handle customer inquiries across multiple channels (in person, phone, email, and online) with accuracy, courtesy, and efficiency.
- Financial Management: Accurately receipt, reconcile, and bank all revenues daily and complete monthly financial tasks.
- Facility Bookings: Administer reservation databases for meeting rooms, halls, pool cars, parks, and other facilities for both internal and external customers.
- Permit and Application Processing: Issue permits and process applications in line with Council policies and local laws.
- Customer Request Management: Use our Customer Request Management System to track and resolve customer requests, complaints, and inquiries.
- Service Standards Maintenance: Maintain high service standards, ensuring accurate and up-to-date knowledge of customer service procedures and guidelines.
- Training & Development: Assist in training new staff and facilitating customer service training programs for other Council employees.
- Cross-Department Collaboration: Liaise with various departments to improve customer service delivery and identify opportunities for continuous improvement.
- Mail Management: Receipt, record, and distribute daily mail and other correspondence.
What We’re Looking For
- Exceptional Customer Service Skills: A passion for delivering quality service, ensuring first-contact resolutions and a positive customer experience.
- Financial Acumen: Experience with cash handling, revenue collection, reconciliation, and banking processes.
- Strong Communication Skills: Excellent verbal and written communication, maintaining professionalism and courtesy under pressure.
- Organisational Excellence: Highly developed administrative skills with the ability to multitask in a fast-paced, dynamic environment.
- Problem Solving: Ability to handle complex customer issues and make decisions at the first point of contact, with the support of the Customer Service Coordinator when necessary.
- Team Player: Collaborate effectively with colleagues to deliver outstanding results and contribute to a positive team culture.
- Technical Proficiency: Highly skilled in using Microsoft Office, point of sale systems, customer request systems, and other relevant technology.
- Experience: Minimum Certificate III in Business/Administration or significant experience in a similar role, especially handling complex customer matters.
Why Work for Rural City of Wangaratta?
Joining our team comes with an array of exciting benefits, including:
- Inclusive & Supportive Environment: Be part of a nurturing team that prioritizes professional growth and development.
- Ongoing Training & Development: Access continuous learning opportunities to advance your career.
- Work-Life Balance: Flexible employment options to help you maintain balance in your personal and professional life.
- Corporate Benefits: Enjoy perks such as flu vaccinations and discounted gym memberships.
- Employee Assistance Program (EAP): Access mental health and wellbeing support.
- Christmas Closedown Period: Take advantage of time off to relax and recharge.
For further enquiries about this position should be directed to Claire Kearns, Customer Experience and Information Management Coordinator - c.kearns@wangaratta.vic.gov.au
Applications close at 3pm on Monday, 3 March 2025, although the right candidate may be appointed earlier.
Rural City of Wangaratta is a child safe and equal opportunity employer. Employment applications from Aboriginal and Torres Strait Islander peoples and people from culturally and linguistically diverse backgrounds are encouraged. In addition, applications for positions that work with children must provide referees who can comment on their experience working with children. These roles also require a valid Working with Children Check and all roles require a National Criminal History Check.
When submitting your application, you will need to include:
- Your current contact details;
- A cover letter to your application. This document is an introduction to your application and will generally include an outline as to why you have applied for the role;
- A current resume with a minimum of two current referees;
- A letter stating how you meet the key selection criteria, providing evidence that clearly demonstrates what you have achieved in relation to the position. It is helpful to use each selection criteria as a heading and then explain how your skills and experience meet that criterion; and
- Copies of any relevant qualifications or licence.
