At Darebin, diversity, equity, and inclusion are at the core of how we work. Our commitment to these values is unwavering, they are central to our mission, to our impact and to help us better serve our community. We know that having varied perspectives and lived experiences helps generate better ideas to enable a diverse, inclusive and connected community.

Darebin encourages applications from candidates of all backgrounds, including Aboriginal and Torres Strait Islander peoples and people of colour. We value people of all abilities and diversity of culture, faith, gender identity and sexual orientation. We welcome unique contributions and perspectives of all people to ensure our workforce is representative of the communities we work with and live in.

About Darebin City Council
Located in Melbourne’s northern suburbs, Darebin City Council is home to one of the largest, most diverse communities in terms of culture, language, religion, socio-economic background, occupation, and housing needs. The city has one of the largest populations of Aboriginal and Torres Strait Islander residents in metropolitan Melbourne. Our Vision is for a community that works together to advance community life.

At Darebin City Council we provide a lot more than just rates, roads and rubbish; we provide hundreds of services that support our community to live, work and play across the region. Most importantly we love helping our customers and have a lot of fun doing it.

We are seeking an experienced customer service representative to provide quality service in a fast-paced contact centre and face-to-face environment. The role involves engaging with our community across various channels, efficiently navigating multiple systems, and excelling at multitasking and managing priorities to deliver positive experience for our customers.

As a Customer Service Officer, you will play a key role in delivering exceptional service to Darebin’s diverse community by supporting customers in accessing our wide range of services. We are committed to high-quality service delivery, so a minimum of three years' experience in a fast-paced call centre or customer service environment is essential. This position also involves cash handling, making experience in this area a required skill.

To be successful in this role, you will need to demonstrate the ability to meet the following key responsibilities.

Key Responsibilities
• Provide high quality, accurate information about Council services (e.g. rates, permits, local laws, waste collection) to the community via phone, email, in person and online platforms
• Enter detailed, accurate customer requests into Councils CRM system
• Accurately process payments into Councils system
• Engage with the community in a respectful and approachable manner to enhance Council’s reputation and community trust
• Work alongside other Council departments to achieve positive outcomes for customers
• Play an active role in continuous improvement by sharing customer feedback to assist in refining Council services and procedures
• Excellent communication and interpersonal skills, empathy, patience and a community minded attitude
• Skilled in addressing and resolving customer enquiries or concerns with empathy, efficiency, and professionalism

Culture
As a progressive leader in Local Government, Darebin City Council is passionate about social inclusion, sustainability, engagement and service excellence. We are proud of the diversity of our workforce and recognise the strength this provides in meeting the needs of the community we serve. We are committed to upholding a positive and supportive work environment that values the contribution of all employees and treats all employees with dignity and respect.

Benefits
We offer a range of benefits to our employees including opportunities for personal and professional development, flexible work practices, Employee Assistance Program, recognition and reward program - Appreciate Great and a variety of generous paid and unpaid leave options.

How to apply
If this sounds like the right opportunity for you, please submit your application including a resume, and a cover letter. Additionally, refer to the assessment task available under the key selection criteria on the online portal. This assessment must be completed as part of your online application to be considered for this role.

We’re also happy to adjust our recruitment process to support your accessibility needs.

Contact Vicki Diamantopoulos, Team Leader on 8470 8844 for a confidential discussion.

Applications close on Monday 28th April at 11.30pm.

Darebin is committed to providing a safe working environment that embraces and values child safety, and thorough ‘Safety Screening’ processes apply.

To work at Darebin City Council, you will be required to supply proof of work rights, a Victorian Employee Working with Children Check and comply with Child Safety standards. All employees are required to undertake an Australian Criminal History Check and may be required to complete a Functional Health Assessment.

Council requires all employees to be fully vaccinated against COVID-19 as outlined in the Staff Covid-19 Vaccination Policy.