Job Task Analysis - Customer Channels

• Are you passionate about delivering exceptional customer service?
• Looking for a role where you can give back to the community?
• Join our fun, supportive and hardworking team that helps Kingston residents every day!
• Permanent full-time opportunity
• $74,303 - $79,054 per annum (dependent on experience) plus superannuation

About the team

The newly created Customer Experience and Corporate Performance department consists of four teams – Customer Channels, Corporate Planning & Performance, Councillor and Customer Relations.

The Customer Channels Team is the first point of contact for Kingston residents seeking support or information regarding the wide range of services provided by Council. Acting as a conduit between customers and Council, the team ensures residents receive timely information and assistance at the first point of contact.

About this opportunity:

We are seeking a Customer Service Officer to join the Customer Channels team. Reporting to the Customer Channels Coordinator, the successful candidate will: 

• Provide accurate and timely advice to a broad range of customer enquiries across multiple channels, including in person, telephone, email and online.
• Undertake cashiering and administrative tasks in accordance with relevant policies and procedures
• Ensure customer requests for assistance/information are logged onto Council’s Corporate Customer Request System
• Educate the community on existing and new service delivery systems, council services and products in order to maximise the value of the services to the community

This role is based at our purpose-built call centre at 1230 Nepean Highway, Cheltenham. You will be rostered between 8:00am and 5:30pm, Monday to Friday, with access to a hybrid working environment and convenient public transport options

About You

The successful candidate will demonstrate:

• A professional and courteous approach, displaying genuine care and empathy
• Solid customer service experience, ideally within a multi-channel contact centre environment
• A positive, proactive attitude and the ability quickly absorb new information and follow established procedures

How to Apply

If you are interested in this opportunity, please submit your resume and a cover letter outlining your experience and how it relates to the role. To apply, please click the ‘Apply’ button.

All applications must be submitted online through our careers portal.  Please note that we do not accept applications or inquiries from recruitment agencies

For any inquiries about the position, please contact Ben Langley at Ben.Langley@kingston.vic.gov.au

To be considered for this role, applicants must have the legal right to work in Australia.

For any reasonable adjustments or access needs during the application or interview process, please contact the Hiring Manager or email us at peopleandculture@kingston.vic.gov.au

About Kingston 

Kingston Council’s collective focus is on delivering exceptional service that achieves our vision and meets community expectations.

We are an inclusive, resilient community with a thriving economy, where we all share a safe, sustainable environment. The City of Kingston is south-east of Melbourne and is approximately 20km from Melbourne's CBD. We employ over 1,600 people in a diverse range of roles including engineering, customer service, administration, finance, family, youth and children's services, sport and recreation, health, parks and gardens, planning, arts and management.

Why you’ll love working for us

At Kingston Council, we believe in fostering an inclusive workplace where everyone feels valued. We support diversity and encourage applications from persons of all backgrounds. Here are some reasons why you might love working with us: 

• Yearly annual leave loading payment of 17.5% of base salary (excludes casual staff, sessional staff and Senior Officers)
• Learning and development opportunities through professional development programs
• Access to accrued day off every four weeks (Full time employees only)
• Salary Packaging
• Purchase leave options
• Career development opportunities,
• Study/development assistance
• Discounted gym memberships
• 16 weeks paid parental leave for both primary and partner carers
• Employee Assistance Programs (EAP)
• Social club events
• Close to Public transport

For further information visit our website Join our team - City of Kingston

Kingston City Council is an equal opportunity employer, committed to reconciliation and being a child safe organisation.

We are dedicated to attracting, retaining, and developing people of all genders, ethnicities, sexual orientations, abilities, and ages.

Applications are encouraged from all sectors of the community, and we strongly encourage applications from the Aboriginal and/or Torres Strait Islander community. We support adjustments throughout the recruitment and selection process, as well as during employment.