The City of Melville is a vibrant and dynamic organisation
dedicated to employing the best people to ensure synergy,
growth and excellence in everything we do.
In return the City offers a cooperative and enriched working
environment.
We are currently looking for the following talented
individuals to make a real difference:
• Customer Service Team Officers 1 x Full time Permanent - up to $58,987 per annum
1 x Casual 12 month position, hourly rate $31.50
Are you a real team player, with a passion for great
customer service, demonstrated sound decision making
skills, linked to a positive, collaborative can do attitude,
nurtured in a Customer Contact Centre environment,
then we would like to hear from you.
Flexible working arrangements
Applications close 4.00pm, Friday, 3 May 2013.
Innovative wellness program
Free gym use
Apply now at melvillecity.com.au/jobs
or for more information call 9364 0781.
Generous leave arrangements
Free on premise parking
Relationships
•
V i b ra n c y
•
E x ce l l e n ce
•
Wellbeing
POSITION DESCRIPTION
CUSTOMER SERVICE TEAM OFFICER
PRINCIPAL OBJECTIVES
Provision of customer service to support the City of Melville.
1.
POSITION TITLE:
Customer Service Team Officer
2.
REPORTS TO:
Customer Service Team Leader
3.
LEVEL:
L3/4
City of Melville Over Award Classification
4.
POSITIONS REPORTING:
Source: Employee Services Coordinator
N/A
Last Reviewed: 13 September 2012
5.
PRINCIPAL RESPONSIBILITIES & DUTIES

Respond to a broad range of complex, sensitive and routine customer
requests , determine needs, requirements, managing expectations,
providing effective, timely solutions for internal and external customers.

Record and manage customer information on the City’s customer
relationship management database.

Provide administrative support including cash handling and cash
reconciliation.

Assist with developing and maintaining systems, policies, procedures.
Monitor workflows and conduct evaluations ensuring continuous
improvement of the City’s Business Management System.

Take appropriate action in line with established policies and practices with
the aim of maintaining a strong customer service.

Work proactively within the organisation to promote, support and adhere
to a holistic OSH culture within associated policies and procedures.

Demonstrate behaviours that reflect the organisations values, supports
cross functional teams meeting customer and organisational needs.

Required to comply with all relevant environmental legislation, regulations
and standards.

Assist with the implementation of Quality Assurance Principles including
identifying improvements.

Required to participate in Continuous Improvement Teams and Audit
team.

Act as Customer Service Team Leader as required.
Source: Employee Services Coordinator
Last Reviewed: 13 September 2012
6.
7.
EXPERTISE – EXPERIENCE & KNOWLEDGE

Sound experience in customer service environment

Demonstrated experience in the collection, recording and management of
data

Demonstrated ability to apply effective verbal and written communication
strategies to negotiate and resolve varied and complex customer needs

Experience in customer resolution processes including conflict resolution

Knowledge of using and improving knowledge management systems

Demonstrated knowledge of customer relationship management
SKILLS

Problem solving skills

Sound time management skills

Money handling and reconciliation skills

Sound computer literacy skills
8. JUDGEMENTS

This position works under general supervision.

Under the guidance of the Senior Staff make discretionary decisions that
can be substantiated within operational guidelines, standards, procedures
and relevant legislation to effectively resolve customer issues and needs.
9. CORPORATE COMPETENCIES

Equal Employment Opportunity & Code of Conduct

Customer Service Standards

Safety and Risk Systems

Business Excellence
Source: Employee Services Coordinator
Last Reviewed: 13 September 2012