Live and work in a culture rich location minutes from the Murray River, just a short drive to one of Victoria's best wine regions and with the ski fields so close you will be zooming down the mountains in under two hours.
Our employee benefits include professional development and flexible working conditions. Our conditions of employment support equal opportunities and an ethical, diverse, and inclusive workplace.
We also recognise and value your priorities beyond work. It's important to us that you have a sustainable work–life balance, so we offer flexible working arrangements, a nine-day fortnight (full-time staff) and a range of leave options and support programs.
AlburyCity is committed to being a child safe organisation by creating cultures, adopting strategies and taking action to empower children. We work hard to keep them safe from harm because child safety is everyone's responsibility.
DIRECTORATE: Business, Growth & Community
CLASSIFICATION: Grade D
SALARY: A base salary of $69,026 pa with competency-based increments up to $80,071 pa + 12% employer contribution to superannuation
EMPLOYMENT TYPE: Permanent Full Time
THE POSITION: To provide customer service excellence across our multi‐channel environment (face‐to‐face, contact centre and the online customer). You will consistently interpret and apply Council policy and legislation, resolve complex enquiries through accurate processing, decision making and continuous improvement.
Responsibilities
KEY RESPONSIBILITIES:
* Deliver customer service excellence across multiple channels (telephone, face‐to‐face, and online), ensuring compliance with legislative requirements, Council policies, and privacy obligations.
* Ensure strict confidentiality and secure handling of all council information accessed during the course of employment.
* Accurately interpret and apply complex policies, procedures, and regulatory frameworks to provide authoritative advice on diverse Council services, including, but not limited to, water connections, permits, planning applications, waste management, and animal registration.
* Manage and process a broad range of administrative functions with precision and accountability, including applications, permits, and requests under GIPA legislation, ensuring Council's legal and reputational risk is mitigated.
* Exercise sound judgment and problem‐solving skills to resolve complex customer enquiries, reconcile competing priorities, and negotiate outcomes that balance community needs with statutory obligations.
* Maintain specialist knowledge across multiple service areas and systems, proactively engaging in continuous learning to ensure currency of information and compliance with evolving legislation.
* Undertake frontline financial transactions, including receipting, cash handling, reconciliation, and banking, with strict adherence to audit and security protocols.
* Contribute to organisational capability by mentoring, supporting, and providing on‐the‐job training to new and existing team members, fostering knowledge transfer and consistent service standards.
* Participate in continuous improvement initiatives, identifying opportunities to streamline processes, enhance customer experience and reduce operational risk.
* Ensure professional presentation and uphold Council's Code of Conduct, Diversity and Inclusion Policy, Dress Code Standards and WHS obligations at all times.
* Perform additional duties within the scope of skills and training as directed by your coordinator supporting operational flexibility and organisational resilience.
* Opportunity to become a registered Justice of the Peace. This is on a volunteer basis to support the organisation in providing Justice of the Peace Services to the community.
* Perform other tasks or duties as directed which are within the limits of the employee's skill, competence and training.
* Observe requirements of the WHS Legislation, relevant to the job and adhere to AlburyCity Policies and Procedures regarding WHS.
* Observe appropriate AlburyCity Policies and Procedures regarding day‐to‐day operations including Equal Employment Opportunity policies, AlburyCity's Dress Code and Standards Policy and AlburyCity's Code of Conduct.
Qualifications
KEY RELATIONSHIPS:
Internal
* Our People
External
* Our Community
EMPLOYMENT CONDITIONS:
* Based on a 35 hour week, with actual days and times being Monday to Friday, 8.30am to 5pm, with an RDO in accordance with AlburyCity's RDO guidelines.
* This position requires you to wear a compulsory uniform as per AlburyCity's Our People Dress Code Standards. Our People are required to present a smart and professional image to the public at all times including when in public and when working remotely.
This position involves working in a predominantly indoor environment and using a computer is considered a core component of the role. There may be occasional visits to other work locations. The position requires an average level of aerobic and physical fitness to undertake occasional physical activities, including manual handling tasks as part of a normal working environment. A medical declaration will be required to be completed prior to commencement.
* This position is subject to alcohol and other drug testing
* This position is located at the AlburyCity Administration Building, 553 Kiewa Street, Albury and occasional visits to external sites/depots as required
ESSENTIAL CRITERIA:
* Customer Service Training or equivalent relevant work experience.
DESIRABLE CRITERIA:
* Certificate in Business Administration or related discipline
* Experience working in a Local Government environment
EXPERIENCE
* Significant experience in a customer service role
Proven track record in processing complex applications/permits and managing sensitive or confidential matters.
Experience in frontline receipting, cash handling, reconciliation and banking within audit/security frameworks.
Experience mentoring or onboarding peers/new starters and contributing to continuous improvement initiatives.
SPECIALIST KNOWLEDGE AND SKILLS:
Demonstrated capability to interpret and explain complex legislation/policies (e.g., GIPA Act, planning, permits, environmental health, animal management).
Proficiency with multiple corporate systems (CRM, records/EDRMS, finance/receipting, permitting systems, knowledge bases).
Advanced customer negotiation and conflict resolution skills; ability to reconcile competing priorities and reach defensible decisions.
High accuracy and attention to detail in application assessment, data entry, documentation and financial transactions.
Risk awareness, privacy, confidentiality, audit and information security; ability to identify, assess, and mitigate frontline risks.
Training and mentoring capabilities, designing quick reference guides, shadowing frameworks, and supporting knowledge transfer.
Digital fluency (MS Office, web portals, online forms, collaboration tools); ability to adapt quickly to new system
Job Info
* Job Identification 901
* Job Category Customer Experience
* Job Schedule Full time
* Locations 553 Kiewa Street, Albury, New South Wales, 2640, AU
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