Job no: 500592
Work type: Casual
Classification: Band 4 Casual - $48.08 p/h (inc casual loading)
Categories: Customer Service
About the role
Our customer service officers support the City's strategic pillar of 'Customer First'. This position provides prompt and customer focused service as the first point of contact for enquiries and complaints. Our customer service team support customers over the phone, in person and online.
Key responsibilities
* Provide our customers a proactive and seamless customer experience by meeting their transactional needs and providing service knowledge and expertise
* Educate and support our customers to become comfortable and familiar with Tier 0 (Online) services
* Assist all customers with initial enquiries and where necessary refer customers to specialist support for Tier 2 (Managed support) services
* Facilitate conversations and initiate processes (eg – accessibility parking permits) on behalf of other government agencies and third-party providers
* Work in a fast‐paced environment and carry out a variety of duties through being flexible and adaptable to meet customer needs
As a casual employee, you can expect to receive approximately 3–5 shifts per week, depending on business demand.
Hours of work
* Standard shifts are 9:00am – 5:00pm.
Due to the nature of customer service delivery, you may occasionally be asked to work at short notice. While accepting short‐notice shifts is optional, we are particularly keen to hear from applicants who are flexible and willing to support the team when these needs arise.
During periods where permanent part‐time and full‐time staff are on annual leave, sick leave or other planned leave, casual employees may be asked to provide additional coverage. At times, this may include short‐notice requests to attend work due to staff shortages or unplanned leave.
Applicants who are reliable, adaptable and willing to assist with leave coverage will be well‐suited to this role.
About you
* Excellent communication and customer relation skills.
* Demonstrated experience and skills in customer service.
* Ability to use modern office and computer equipment including keyboard skills.
* Experience in the handling and/or reconciliation of monies.
* Flexible and available to work across our 3 customer service centers and our call center including working outside of normal business hours where required.
Preferred candidates will be required to undergo a National Police Check and a Working with Children's Check as part of the recruitment process (funded by the City).
Child Safety Responsibilities
We are committed to being a child‐safe organisation and have zero‐tolerance for child abuse. We have specific policies, procedures, and mandatory training in place to support employees, volunteers, and contractors to achieve and adhere to these commitments. Please read our Child Safe Standards Management Policy.
Diversity and Inclusion
At the City we want a workforce that reflects the community we live in. We welcome and embrace everyone, all people with their own unique experiences, and support and encourage all our employees to do their best work, have equal access to opportunities and a just working environment. For this reason, we particularly welcome and encourage applications from First Nations people, people with diverse cultural and linguistic backgrounds, from the LGBTQIA+ community, people with disability and people of all genders, ages and diverse experience.
We are the City
From parks to offices, childcare centres to works depots, leisure facilities to the Wool Museum and waterfront, our team plays a vital role in shaping our vibrant and growing community. Our community counts on us to get the essentials right while looking for ways to go beyond. By listening, collaborating, and focusing on sustainability, we strive to do the basics brilliantly and create a lasting impact. If you're ready to be part of something bigger, join us in shaping the future of Geelong.
We support accessibility and encourage discussions about any adjustments or support you may need during the recruitment process.
We Acknowledge the Wadawurrung People as the Traditional Owners of the Land, Waterways and Skies. We pay our respects to their Elders, past and present. We Acknowledge all Aboriginal and Torres Strait Islander people who are part of our Greater Geelong community today.
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