Customer Service Officer
Classification:
Band 5
Date Reviewed:
19 July 2021
Department:
Customer Experience and
Corporate Performance
Approved by:
Manager Customer Experience and Corporate Performance
Directorate:
Advocacy Partnerships &
Community
Commitment of Brimbank City Council
All employees at Brimbank City Council are expected to provide the highest standards of work to
ensure that Council can achieve its Vision and meet organisational objectives.
Our Vision
Vibrant , harmonious and welcoming .... a great place to live , work and grow.
Statement of Strategic Intent
Developing Brimbank through enhancing and celebrating the many diverse identities, communities
and cultures within Brimbank; creating high quality spaces and places; and providing learning and
employment opportunities.
Mission
Brimbank City Council will strive to achieve the community’s vision by:
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Meeting the needs of our community and those of future generations in a collaborative and
financially responsible manner;
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Enhancing community wellbeing within a strong foundation of social justice;
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Creating an urban environment that is safe, attractive, vibrant and liveable;
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Demonstrating commitment to environmental protection, sustainable development and
reducing our ecological footprint;
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Promoting Brimbank as the first choice for new industry, business and development; and
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Delivering best practice services that meet the needs of the diverse and growing Brimbank
community.
Our Values
For Brimbank City Council employees and Council, to be the
best at what they do and achieve the community vision and
Council strategic intent and mission, their actions and
decisions are guided by a set of five fundamental and unifying
values:
We show Respect
We act with Integrity
We work Together
We Communicate openly
We strive for Excellence
Position Description – Customer Service Officer
Position Purpose
The purpose of this position is to deliver consistent exemplary customer service, meeting and
surpassing the demands of the Brimbank community, as part of a proactive and cohesive Customer
Service Team. This is achieved by being the first point of contact customer service by either face to
face counter enquiries at our Customer Service Centres or via phone, email or live chat in our
Contact Centre.
Key Responsibilities
Customer Service Officer’s (CSO’s) are the key link in the relationship between Council and its
customers. As the first point of contact, CSO’s enhance and promote Council’s public image by
consistently delivering high levels of customer service to the public, Council and its departments by
assuming responsibility for:
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Maintaining a professional and positive welcoming image and promote the Council as a
customer focused organisation by actively demonstrating a culture of excellence and
innovative customer service.
Responding and resolving to as many written, counter and phone enquiries as possible at
first point without the need to refer the enquiries to other staff
Identifying continuous improvement opportunities to enhance service delivery
Maintaining an excellent knowledge of Council operations, and proficient use of Council
systems
Utilising technology, internal systems and Council’s website to assist customers find
information, download forms and make payments on-line
Managing cash collection duties related to the taking of all Council monies.
Assisting in promoting the highest level of communication and co-operation throughout the
organisation by maintaining positive relationships with staff from other Departments.
Child Safe
Brimbank City Council is a Child Safe organisation. Brimbank will implement all necessary
measures to ensure a safe and supporting Council environment, which endeavours to promote
child safe, child friendly practices. All allegations of abuse and safety concerns received by Council
will be treated very seriously and acted upon in accordance with relevant policies and procedures.
Equal Opportunity
Support the provision of a work environment that is free from harassment, discrimination and
bullying and refrain from engagement in any activities that may be offensive, humiliating,
uncomfortable for; or derogatory towards; other staff or the community.
Adhere to Council’s Equal Opportunity policy and procedures and the Victorian Equal Opportunity
Act 1995 and federal legislation in regard to Equal Opportunity.
Occupational Health and Safety
Council is committed to providing and maintaining a safe and healthy workplace for its employees,
contractors, volunteers and members of the public.
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Executive – Establish, maintain, evaluate and continuously improve Council’s OHS
management system
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Managers, Coordinators, Team Leaders – Implement, monitor, audit, supervise and enforce
conformance with Council’s OHS policies, procedures and safety standards. Prepare and
implement associated Departmental OHS programs. Identify and resolve Departmental
OHS issues.
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Position Description – Customer Service Officer
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Employees – Everyone is an employee - Conform to Council’s OHS policies, procedures, and
code of conduct and safety standards. Whilst at work, all employees must:
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Take reasonable care for their own health and safety
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Take reasonable care for the health and safety of persons who may be affected by
the employee’s acts or omissions in the workplace
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Co-operate with respect of any action taken by Council to establish and maintain
occupational health and safety systems and procedures
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Must not intentionally or recklessly interfere with or misuse anything provided at the
workplace in the interests of health and safety
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Use protective equipment or clothing provided by Council at all required times
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Employees should immediately notify their manager in the event of an injury, near
miss, damaged equipment or other workplace hazard
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Refer: Occupational Health and Safety Act 2004
Risk Management
 Contribute to making Brimbank as risk free as possible for all employees, residents and
visitors
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Take all reasonable action to protect Council assets from damage and or loss
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Comply with Council’s Risk Management Policy and Risk Management Guide.
Legislative Governance
Each employee has a duty and a responsibility to:
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Contribute to the development of Council’s legislative governance culture
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Adhere to Council’s Legislative Governance Policy
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Do all things reasonably necessary to achieve compliance with those obligations relevant to
you, which are derived from law, Council policy, strategy, procedure and contracts, as soon
as practicable and by the legislative due date.
Returns
Staff may be required to submit a Return of Interests pursuant to section 81 of the Local
Government Act, if appointed by the CEO as a Nominated Person or where required to by law.
Organisational Relationship/Context
Reports to
Coordinator Contact and Service Centres
Supervises
Nil
Budget managed
Nil
Major contacts
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Residents/Community members
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Customers (internal & external)
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Other organisations
Accountability
Customer Service Officers report directly to the Contact and Service Centre Co-ordinator and are
accountable for the delivery of high quality customer service by resolving customer enquiries at
first point using Council’s information systems and databases.
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Position Description – Customer Service Officer
The position is authorised to resolve where possible or refer on where necessary any customer
enquires received at the customer service centres or call centre.
The position is accountable for operating within all relevant Council policies, procedures and
guidelines, including the security and control of monies received.
Judgement and Decision Making
The incumbent is required to be innovative and resourceful in problem solving. The position often
involves complex or technical solution encountered with the Customer Service operations. The
incumbent is required to make sound judgments as to the most effective customer advice, often
without referral to a higher authority.
Specialists Skills and Knowledge
The position requires skills and knowledge in:
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Understanding of and/or experience in a frontline customer service role, and demonstration
of a highly focused customer service work ethic and aptitude.
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Understanding of the general services and operations of Council and how customer service
interacts with other Departments of the Council.
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Handling customer enquiries of a complex nature, across a wide range of products and
services through both phone and face to face channels.
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End to end Cashiering experience including EFTPOS and multi option transactions.
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Computer proficiency (including word processing and database packages), with the ability to
easily utilise a broad range of software
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Adherence to Council operating procedures, policies, relevant regulations and practices
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Demonstrated empathy, flexibility and initiative.
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Verbal and written communication skills of a high level.
Management Skills
N/A
Interpersonal Skills
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Ability to gain co-operation and assistance from customers, members of the public and
Council staff
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Highly developed written and verbal communication skills
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Ability to work well under pressure by managing difficult situations and applying conflict
resolution skills
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Ability to recognise and communicate opportunities for continuous improvement
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Ability to relate to people from different position levels, backgrounds and cultures
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Ability to show empathy, listen and respond appropriately to customer needs
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Ability to contribute a high functioning team environment
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Ability to manage time, set priorities and plan work effectively
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Position Description – Customer Service Officer
Qualifications and Experience
Mandatory
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Relevant customer service knowledge, skills and experience, gained from a multi-channel
customer service environment
Demonstrated commitment to providing excellence in customer service
Highly developed written and high level interpersonal communication experience
Ability to show empathy, listen and respond appropriately to customer needs
Ability to handle sensitive issues and deal with difficult customers
Demonstrated ability to communicate with a broad demographic customer base including
customers from a Cultural and Linguistically Diverse (CALD) Community
High level computer literacy, with the ability to easily utilise a broad range of software
A current driver’s license
Desirable
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Relevant post secondary qualification
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Local Government Customer Service experience and / or knowledge of Local
Government operations
Fluency in a community language as identified in the most recent ABS census would be
considered advantageously
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Key Selection Criteria
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Ability to work in accordance with our values and behaviours
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Relevant experience, knowledge and skills in a similar multi-channel, customer service
environment.
Demonstrated ability to be an integral part of a team striving to deliver excellence in
customer service.
Demonstrated excellence in customer service aptitude via both high level written and oral
communication skills
Experience working with customers from Cultural and Linguistically Diverse communities
High level computer literacy, with the ability to easily utilise a broad range of software
Highly effective time management and organisational skills with a demonstrated ability to
work well under pressure
Ability to handle enquiries relating to a wide range of different products and services, with a
high degree of sound judgement and problem solving expertise
Extensive experience in money handling and reconciliation
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