How does this Position contribute to our Community?
The Customer Experience Officer plays a vital role in supporting the local community by acting as the first point of contact for residents, businesses, and visitors. Through the provision of excellent customer service, the officer ensures that enquiries, requests, and issues are addressed promptly, contributing to a positive experience with local government services.
What does this Position do?
The role is the primary point of contact and provides professional, high-quality customer service to residents, businesses, and other stakeholders while also performing a variety of administrative tasks to support Council operations. The Officer is responsible for ensuring suitable stocks and supplies are purchased and maintained, retrieves post, maintains accurate records, undertakes administrative duties, records management and providing backfill for other areas within Council (finance, IT, property, records, governance etc).
Key Objectives
• Primary point of contact for front counters services including processing payments, customer enquiries, complaints, and requests, ensuring prompt and courteous responses.
• Provide accurate information to residents and businesses regarding Council services, policies, and procedures.
• Address and resolve customer concerns, escalating issues to the relevant department as needed.
• Office management tasks included but not limited to mail, banking, flags, stationery supplies.
• Perform general administrative duties such as data entry and managing correspondence.
• Maintain and update customer records and documentation in Council's management systems.
• Process incoming and outgoing mail and ensure timely distribution.
• Accurately record and file customer and administrative documents, ensuring compliance with Council's record management policies and relevant legislation.
• Maintain confidentiality and ensure sensitive information is securely handled.
• Provide backfill support during periods of absence.
• Participation in projects as needed
• Participate in staff meetings, training, and development programs to continuously upskill and improve service delivery.
• Reporting of incidents, near miss, injuries, property damage and identified hazards.
• Taking reasonable care to protect their own safety and the health and safety of others.
• Following reasonable instruction on health and safety and injury management.
• Actively participating in training and WHS programs as required.
• Any other responsibilities in line with the position as assigned by the Manager and/or Port Lincoln City Council.
Essential Qualifications, Experience, Knowledge & Skills
• Proven ability to deliver excellent customer service with high calibre communication and
interpersonal skills.
• Proficiency in Microsoft Office Suite (Word, Excel, Outlook) and preferably experience with customer relationship management (CRM) systems.
• Proven ability in resolving minor problems that relate to immediate work tasks.
• Ability to manage customer enquiries, complaints, and requests with professionalism, sensitivity, confidentiality, and efficiency.
• Experience with data entry, record keeping, and document management.
• Ability to work well within a team environment and provide support to other staff as needed.
Highly regarded but not essential Qualifications, Experience, Knowledge & Skills
• Certificate or higher qualification in Administration, Finance, Business, Management, Records Management, Information Management, or a related field.
• High level of accuracy in, correspondence, and personnel records.
• Knowledge and understanding of local government legislation, guidelines, and standards relevant to the area of operation.
• Experience with MAGIQ and Salesforce systems or other systems
Key performance indicators
Customer Satisfaction: Achieve and maintain a minimum 90% customer satisfaction rating in feedback surveys, with timely and courteous resolution of enquiries and issues.
Accuracy and Timeliness of Administrative Tasks: Maintain an accuracy in record-keeping and documentation with minimal errors or discrepancies reported.
Back up Support: Provide backup support for agreed functions, ensuring that at least 95% of tasks are completed without errors and within required deadlines.
Applications Close 5:00pm, Wednesday 23 July 2025.