POSITION DESCRIPTION

Counter / Call Centre
Location
/Branch/
Department:
Katoomba and Springwood Office
Communications & Customer Experience
Customer Experience Service
Position
Classification:
Band: 5

POSITION PURPOSE/OBJECTIVE

To provide information and assistance on a wide range of Service NSW & Council functions in a
professional, courteous and efficient manner.

SPECIFIC RESPONSIBILITIES

The position can be required to work at Katoomba and /or Springwood offices. Depending on need,
positions shift quickly between front and back of house services. Services include but not limited to:
provision of first point of customer contact services (telephone and in-person);
provision of Service NSW services including agency functions
ServiceNSW Transactions, such as but not limited to:

Must have specialist knowledge and training in Service NSW activities.
Provide Service NSW services to a wide range of customers performing a range of transactions
within relevant operational policies & procedures.
Calculate fees and charges for services; collect and balance monies, calculate floats and issue
receipts for services to Service NSW customers
Keep informed and take immediate action to update processes in Service NSW legislation and/or
procedures.
Collate and send Service NSW information collected to ensure accurate records.
Lead/coach new agency staff in training to attain required level of competency.
C:\Users\jgirard\AppData\Local\Micro Focus\Content Manager\TEMP\HPTRIM.16836\25 68729 PD-Customer
Service Officer SNSW March 2025.DOCX
Front Counters activities, such as but not limited to:

Provide the front-line response to customer enquiries and where applicable service those needs via
direct action (eg advice, information, payments, etc) or establishing a workflow for action initiation
(eg electronic Customer Service Requests).
Provide information and advice to all customers on Council policies, draft policies, codes, exhibition
items, business items, community services and work programs as requested, referring to other
Council officers for clarification and further information when required.
Provide advice, information and explanation with regard to a broad range of plans and documents
to assist customers in completing applications to Council standards.
Calculate fees and charges for Service NSW and Council; collect, receipt and balance monies,
calculate floats and perform end of day duties.
Maintain Council’s commitment to protecting personal information and ensure information is
handled in line with Council’s Privacy Management plan.
Call Centre activities, such as but not limited to:
Provide advice, information and explanation with regard to a broad range of Council Services.
Assist all customers in the compilation of Council applications or the sending out of such forms and
applications as requested.
Register Customer Service Requests for customer issues, establishing a workflow for actioning
Provide information on the range of Council services and determine the best way to manage the
customer contact in relation to a suitable and appropriate outcome for the contact.
Maintain Council’s commitment to protecting personal information and ensure information is
handled in line with Council’s Privacy Management plan.
Team achieving a “First Call does it all” performance of min 80%.
Initiate action or workflows on incoming correspondence.
Hours of Operation are generally 8.30am – 5.00pm, but this may be reviewed in line with broader
organisational outcomes.