Senior Customer Service Officer

at  City of Darebin

• Temporary Part time, 32 hours per week
• Temporary Position up to 16 May 2025
• Flexibility is available for the days/hours worked
• Temporary Part time position, 32 hours per week
• Approximate Duration: 11 months, End date: 16/05/2025
• Salary: Band 5, Starting from $78,621.40 pro-rata
  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.

SKILLS & EXPERIENCE

• A current employee Working with Children Card.
• Experience in a high-volume call centre environment
• Extensive experience in a Call Centre based customer service role.
• Aptitude and proficiency using a range of computer software (including Microsoft Office Suite, CRMs, Call Centre Technology)

The following qualifications, skills and experience would be an advantage:

• A tertiary qualification or less formal qualifications with experience and work skills relevant to the position
• Experience in a Government setting
• Experience in cash handling
• Suitably qualified candidates with a high level of fluency in a community language as identified in the most recent ABS Census are encouraged to apply

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.

As a Senior Customer Service Officer, you will assist in coaching and motivating the customer service team to provide outstanding service to Darebin’s diverse community.

• To provide a high-quality response to customer enquiries, requests for service and business transactions across multiple communication channels.
• To enhance and promote Council’s public image and the effectiveness of the Customer Service Team by acting as a key link in the relationship between the Council and its customers.
• To support the operations of Council departments in accordance with agreed service levels and standards.
• Advocate for the customer by assisting in the development, improvement and enhancement of Council processes and services.
• Provide guidance and professional support to Customer Service Officers and oversee the daily operations of Customer Service shifts.