• Permanent / Part Time (2 positions available)
• Salary: $66,494 - $74,738 gross p.a. plus 11.5% Super (pro rata)
• 5 hours per day working 9:45am - 2:15pm Monday to Friday
• This position is primarily based at our Ulladulla Administration Office, however, at times, you may be required to work at our Nowra Administration Building
• Applications close Sunday, 6 July (at midnight)
  

About the Role
Our Customer Experience Officers are the frontline customer engagement point, working in a team environment to provide efficient, responsive and courteous customer service across a wide range of Council functions ensuring a positive customer service experience is provided to a diverse range of people. These duties include:

• Handle customer enquires through multiple touchpoints including phone, counter, online requests, webchat and email
• Work within Council's Contact Centre which is a fast-paced environment, handling a high volume of phone enquiries/interactions

These positions require a high level of knowledge of Council services and programs to be able to respond to enquiries accurately and efficiently.

Please refer to the Job Description under the Job Attachments for a comprehensive list of duties, responsibilities and skills required.

About You
To be successful in the position, you will have:

• Certificate IV in Business (Administration), Customer Contact, or equivalent experience in a customer service role in the services industry
• Extensive experience in the provision of quality customer service
• Current Class C Drivers Licence
• Proof of right to work in Australia

We are looking for someone with a positive customer service mindset, who can quickly identify customer service needs as well as possess the ability to deescalate sensitive and demanding situations.

How to Apply
To submit an application, click Apply and complete each Step of the application. You will be required to attach your resume (and cover letter if required) and responding to questions regarding general information about you.

In addition, you will be required to demonstrate how you satisfy the requirements of the position by answering the below questions relevant to the essential criteria as outlined in the job advertisement.

1. What attracted you to apply for the position?
2. At Shoalhaven City Council, our Corporate values are Collaboration, Adaptability, Integrity and Respect. Please choose one value and advise how you have enacted this value in a customer service setting.
3. How do you handle stressful situations in the workplace?
4. Outline what quality customer service means to you?

Applicants who progress to pre-employment checks may be required to undergo a Qualification Check, Work Rights Verification, Reference Checks and Medical (Low Risk). Employment is subject to satisfactory outcomes for all required checks.

For tips and more information on how to submit a great application, please visit how to apply on Councils website. If you require assistance submitting your application, please contact the Talent Acquisition Team on 02 4429 3253.

Applications close Sunday, 6 July (at midnight)

If you have any questions about this role, please contact Karla Raison - Contact Centre Lead on 02 4429 3338.

Why Work with Us
The Shoalhaven area is a unique place of great natural beauty, offering an enviable lifestyle and positive work-life balance. Our workforce is our greatest asset, and we pride ourselves on our people. Our teams are talented and inclusive and work together to provide better outcomes for our community, who are at the heart of everything we do. With a diverse range of professions and roles, we offer many career options and pathways, actively promoting opportunities and encouraging staff professional development.

Benefits include:

• 4 weeks annual, 3 weeks sick leave and 2 Health and Wellbeing days per annum
• Option of flexitime for indoor staff
• 9 day fortnight for outdoor staff
• Flexible and remote working arrangements
• Opportunities for professional development and training
• Corporate wellbeing programs, including Fitness Passport and Employee Assistance Program (EAP), discounted health insurance

**Conditions apply as per the Local Government State award, and Council policies

Shoalhaven City Council is an equal opportunity employer committed to embracing diversity and inclusion, and encourages applications from people of all ages, abilities, and backgrounds. Applicants with a disability are encouraged to reach out if they require any reasonable adjustments throughout the recruitment processes to enable them to fairly demonstrate their skills and capabilities to meet the requirements of the job.

Shoalhaven City Council is a Child Safe Organisation that recognises and advocates for the rights of children and young people and are committed to providing a safe workplace