Knowledge and Case Management Officer (Internal only) at City of Greater Geelong

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Full Time

Start Date

Immediate

Expiry Date

18 Sep, 26

Salary

83436.03

Posted On

20 Jun, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Knowledge Management, Case Management, Customer Service, Stakeholder Collaboration, Written Communication, Verbal Communication, Problem Solving, Decision Making, Continuous Improvement, Training and Mentoring

Industry

Government Administration

Description

About the role In this role, you will ensure our Contact Centre team has access to accurate, up-to-date, and easy-to-use knowledge resources that support the timely resolution of customer enquiries at the first point of contact. You will also coordinate complex customer cases across multiple departments, ensuring service level agreements, policies, and processes are consistently met. By driving excellence in both knowledge and case management, you will help deliver safe, efficient, and customer-focused services, reducing escalations and rework while contributing to a seamless, high-quality experience for customers and community members. Ket responsibilities: * Maintain and continuously improve Contact Centre knowledge content to support accurate, consistent and first‑point customer resolution. * Work collaboratively with business areas and subject matter experts to ensure information is current, approved and aligned with policy and legislative requirements. * Manage complex cases, collaborating with people from across the organisation to provide ‘whole of council’ responses to complex customer matters. * Administer customer management processes aligned with customer management policies. * Translate complex information into clear, user‑friendly guidance that can be confidently applied by frontline customer service officers. * Identify knowledge gaps and recurring enquiry themes to reduce escalation, repeat contact and rework across the Contact Centre. * Support Team Leaders in training existing or new team members. * Share knowledge, insights and learnings from case management activity to support team capability and continuous improvement. * Support frontline staff by providing clear guidance and advice on the use of knowledge resources and agreed customer management approaches. About you To be successful in this role, you will have experience in customer service in a comparable organisation. Essential Experience: * Experience in Contact Centre environments or similar. * Demonstrated skills in customer service. * People skills to influence, support and collaborate with relevant stakeholders. * Well-developed communication - written and verbal skills. * Proficient in problem solving. * Ability to use judgment and discretion to recommend next steps for decision-makers. * Experience in case management in a customer service environment (desirable). * Experience of customer service change projects and/or continuous improvement initiatives (desirable). * Obtain and maintain a Working with Children's check. If this sounds like the role for you, then click apply now! A career with us We’d love for you to continue your career with the City and set the benchmark for a sustainable, inclusive and culturally safe workplace. With a range of benefits, flexible working options, learning and development opportunities, support services and the opportunity to give back to the community, the City has so much to offer! Click https://www.geelongaustralia.com.au/employment/article/item/8d1155a0d84344d.aspx [https://www.geelongaustralia.com.au/employment/article/item/8d1155a0d84344d.aspx] to view all the benefits to you working at the City. We support accessibility and encourage discussions about any adjustments or support you may need during the recruitment process. Applications and Enquiries Click the Position Description link to view more information about this position. Enquiries: Joelene Schembri | Manager Customer Service Joelene.Schembri@geelongcity.vic.gov.au [Joelene.Schembri@geelongcity.vic.gov.au] Click the Apply button to submit your application or find out more about this opportunity. If we can assist you with any reasonable adjustments in order to submit your application for this role, please contact the Talent Acquisition team via email at careers@geelongcity.vic.gov.au [careers@geelongcity.vic.gov.au] noting your preferred method of communication and contact details and a member of the team will be in touch. We collect demographic data to help us learn who our advertisements are reaching and how we can reach an even more diverse audience. We are committed to building a more diverse team. Your responses to our demographic questions are strictly confidential and will not be individually shared.

Responsibilities

Maintain and improve Contact Centre knowledge resources to ensure accurate first-point customer resolution. Coordinate complex customer cases across multiple departments to ensure policy compliance and high-quality service delivery.