Description : Customer Service Officer. Company : Parramatta City Council. Location : Parramatta NSW

The City of Parramatta is going through unprecedented change and transformation as it becomes Sydney’s Central City. The intensity of growth and investment in City of Parramatta means that Council, their partners, and community have a once-in-a-generation opportunity to shape the City’s future and ensure it is culturally, socially, environmentally, and economically sustainable.

About the role

The Customer Service Officer (Phive) is a member of a new team delivering exceptional customer experiences at Phive - the new flagship community, cultural and civic facility located in the heart of Parramatta, aligned with Council’s strategic objectives and vision for the City of Parramatta as Sydney’s Central City. PHIVE will operate 7-days a week and offer a unique, best practice customer experience to everyone who lives, works, studies, visits and plays in our City.

The Customer Service Officer will deliver day to day activities as part of the Phive Customer Experience team and is responsible for the delivery of high quality customer service interactions with the community and visitors to Phive ensuring that every customer interaction is an opportunity to build positive connections with the City of Parramatta community and visitors to the City of Parramatta.

On a daily basis you will:

• Proactively deliver core and specific customer service competencies for PHIVE as part of the Customer Experience Team, to provide memorable and exceptional experiences for all customers
• Accurately facilitate online and face-to-face Council business transactions to efficiently resolve customer enquiries and transaction needs
• Proactively encourage, educate, and support customers to transition to online channels to access Council services and offerings
• Facilitate cashless customer transactions in accordance with Council’s policies and procedures to ensure the accurate and secure completion of transactions
• Proactively facilitate information provision in relation to Council service and the City of Parramatta for all customer user types and visitors
• Follow complaints resolution processes in accordance with Council’s policy and escalate where required to contribute to effective response systems and ensure stakeholders’ grievances are handled sensitively and efficiently
• Maintain and actively participate in key customer service projects and initiatives
• Follow and guide others to comply with policies, processes, systems and workflows to maintain the safety and security of the public.
  

About You

You are passionate about best practice customer service to deliver memorable experiences. You passionate about serving the community. You are flexible, with the ability to adapt every customer need in a constantly changing environment. You have strong written and verbal communication skills, and have experience as a member of a front facing customer service team in a fast paced environment. You have a willingness to work outside normal working hours to meet the changing needs of the service offering and the community.

Qualifications

• Qualification in customer service, tourism, hospitality or a related industry or discipline.

Skills

• Demonstrated customer service skills with exceptional ability to deliver memorable experiences
• Well-developed ability to communicate, negotiate, build relationships and influence others with an engaging approach and technique
• Well- developed planning, organisation and time management skills, including the ability to meet tight deadlines and balance competing priorities in a fast-paced environment
• Well-developed conflict resolution skills, with a focus on de-escalation and win-win outcomes
• Well-developed decision-making ability, including confidence in working with the public, your team members and with management.
  

Experience

• Minimum 2 years operational, community or retail customer service experience with a proven track record of achieving objectives and measurable goals
• Experience in processing a variety of transactions with a focus on accuracy and attention to detail
• Demonstrable understanding of the relevant legislative and regulatory requirements applicable to the designated service role and the ability to practically apply this knowledge
• Computer literacy through accurate data entry, recording of information and experience with a variety of software applications.
  

What’s on offer

This role is Casual position, need to be flexible for shift between 830am-8pm Monday-thursday or 9am 530pm Friday Sunday.

We are offering Grade 6 hourly rate between $38.43-42.32 + 10.5% superannuation.

Want to know more?

Further information regarding this unique opportunity can be found in the attached Position Description. Alternatively for further information in relation to the role and City of Parramatta please contact Leigh Salas at [email protected]

How to apply

Candidates must apply online, attaching a cover letter addressing the requirements of this role.

Applications close 9pm 3rd March 2023.

The successful candidate is required to be vaccinated (at least 2 doses of a TGA approved COVID-19 vaccine) in accordance with Councils vaccination policy. Candidates may submit a medical contraindication for Councils consideration.

This position requires the preferred candidate to undergo a Criminal History Records check. A criminal history does not necessarily disqualify a prospective candidate from selection.

The City of Parramatta supports a Drug and Alcohol-free working environment and employees may be subject to random testing as a result.

City of Parramatta Council embraces diversity and encourages applications from Aboriginal and Torres Strait Islander people, people from culturally diverse backgrounds and people with a disability. We are committed to making reasonable adjustments to provide a positive, barrier-free recruitment process and supportive workplace.