Key Responsibilities

• Deliver high-quality customer service through face-to-face, telephone and digital channels.
• Respond promptly and professionally to customer enquiries, requests, concerns and feedback.
• Provide information and guidance on Council services, programs and processes.
• Assist customers to access Council services, technology platforms and information resources.
• Process customer applications, payments and receipting activities in accordance with established procedures.
• Undertake daily reconciliation activities where required.
• Support the implementation and improvement of customer service systems and processes.
• Actively contribute to service enhancement initiatives as a Process Champion.
• Work collaboratively with colleagues and stakeholders to achieve team and organisational objectives.
• Promote Council's values through professional, ethical and customer-focused behaviour.

About You To be successful in this role, you will demonstrate:

• Previous experience in a customer service environment.
• Strong verbal and written communication skills.
• The ability to manage multiple enquiries and competing priorities in a high-volume setting.
• Sound problem-solving skills and the ability to escalate complex issues appropriately.
• A commitment to delivering positive customer outcomes.
• The ability to build effective relationships with customers and colleagues.
• Strong computer skills and confidence using business systems and technology.
• A positive, adaptable and team-oriented approach.

Essential Requirements

• Relevant qualifications and/or demonstrated customer service experience.
• Intermediate technology and computer literacy skills.
• Ability to work effectively within Council policies, procedures and service standards.
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