Customer Service Officer (V26/10023)

Blue Mountains City Council -
Katoomba NSW

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Job Details

Qualifications

Customer service
Certificate III
Driver Licence
Communication skills

Full Job Description

NSW / Front Counter / Call Centre – 35
hours p/w

Position Number: P00631

Directorate: OCEO

Service: Customer Experience

Location: Katoomba & Springwood Offices

Position
Classification:

Band 5

Date
Created/Updated

POSITION PURPOSE/OBJECTIVE

To provide information and assistance on a wide range of Service NSW & Council
functions in a professional, courteous and efficient manner.

RELATIONSHIPS

Reports to (Position Title): Coordinator - Customer Experience Service

Report to (Position Number):

Staff Responsibility: Nil

Key Internal Relationships: Liaison with staff at all levels of the organisation

Key External Relationships: Residents; tourists and business sector; may with
external agencies such as the Service NSW;
community groups and other representatives.

KEY RESPONSIBILITIES

The position can be required to work at Katoomba and /or Springwood offices. Depending
on need, positions shift quickly between front and back of house services. Services
include but are not limited to:

provision of first point of customer contact services (telephone and in-person);
for the right candidate the provision of Service NSW services including agency

functions

For the right candidate possibility to train in Service NSW Transactions, such as but not
limited:

To have specialist knowledge and training in Service NSW activities.

To provide Service NSW services to a wide range of customers performing a range of

transactions within relevant operational policies & procedures.

Be able to calculate fees and charges for services; collect and balance monies,

calculate floats and issue receipts for services to Service NSW customers

Able to keep informed and take immediate action to update processes in Service NSW

legislation and/or procedures.

Able to collate and send Service NSW information collected to ensure accurate

records.

Front-Counters activities, such as but not limited to:

Provide the front-line response to customer enquiries and where applicable service

those needs via direct action (e.g. advice, information, payments, etc) or establish a
workflow for action initiation (e.g. electronic Customer Service Requests).

Provide information and advice to all customers on Council policies, draft policies,

codes, exhibition items, business items, community services and work programs as
requested, referring to other Council officers for clarification and further information
when required.

Provide advice, information and explanation with regard to a broad range of plans and

documents to assist customers in completing applications to Council standards.

Calculate fees and charges for Service NSW and/or Council; collect, receipt and

balance monies, calculate floats and perform end-of-day duties.

Maintain Council’s commitment to protecting personal information and ensure

information is handled in line with Council’s Privacy Management plan.

Call Centre activities, such as but not limited to:

Provide advice, information and explanation with regard to a broad range of Council

Services.

Assist all customers in the compilation of Council applications or the sending out of

such forms and applications as requested.

actioning

Provide information on the range of Council services and determine the best way to

manage the customer contact in relation to a suitable and appropriate outcome for the
contact.

Maintain Council’s commitment to protecting personal information and ensure

information is handled in line with Council’s Privacy Management plan.

Team achieving a “First Call does it all” performance of min 80%.
Initiate action or workflows on incoming correspondence.

Hours of Operation are generally 8.30am – 5.00pm. This role has designated 30.5 hours
and may be reviewed in line with broader organisational outcomes.

Guiding Principles

We act as one organisation responding to the changing needs of our LGA and

community

We are strategy led, driven by our Community Strategic Plan with clear priorities and

focus

We are service focused & we continuously improve service provision and provide

excellent customer service

We collaborate and work together to achieve our outcomes

We ensure safety and well-being is at the centre of our organisation, operations and

culture

We are a financially sustainable organisation, living within our means, ensuring best

value resource allocation

These Guidelines complement the Council’s adopted Values of: Work Together; Work
Safe Home safe; Service Excellence; Value for Money; Trust and Respect; and,
Supporting Community.

Workplace Health & Safety

Ensure compliance with WHS obligations and responsibilities as outlined in Councils
policies and procedures and under the relevant WHS legislation. These include but are
not limited to: identifying potentially unsafe situations or work practices and notifying your
Supervisor or Manager (or the Health, Safety Manager/Area Safety Representative);
never performing a task that you believe is dangerous or for which you do not have the
experience, or have not received appropriate instructions and training or where the correct
equipment to carry out the task safely is not available; always work in a safe manner and
in accordance with safety instructions, where applicable; use the work equipment supplied
for the job, in accordance with the manufacturer's instructions), and any personal
protective equipment, which the Council deems necessary and has provided; be safety
aware and report any actions to your line manager which will assist the Council to meet
its legal workplace health and safety obligations.

You have the right to cease or direct cessation of unsafe work. In addition, you are required
at all times to comply with Councils Asbestos Management Plan and Policy.

COMMUNICATION

The position communicates with customers such as ratepayers, community members,
builders, Council service users and developers to provide information on the full range of
Council and with the right candidate Service NSW services, policies and plans.

The position requires excellent interpersonal skills to ensure that information and advice
provided is clearly and easily understood by all customers. The position must relate to
people from diverse backgrounds and require good interpersonal skills to exchange
information, negotiate task allocation and work effectively and safely with others.

JUDGEMENT & PROBLEM SOLVING

The position makes decisions and solves problems on a wide range of inter-related/inter-
dependent issues involving varied levels of complexity, ambiguity and risk. Precedent is
generally available from sources within the Council, and assistance is usually available
from other professional/specialist staff in the work area. The position ultimately however
gives advice/makes decisions for which the Council is held accountable.

AUTHORITY

The position establishes the credibility of the organisation with internal and external
stakeholders and models the customer service culture of the organisation. It is required
to advise customers on all facets of Council’s and/or Service NSW services, charges,

policies and plans. In this, it requires the completion of tasks which require the use of
advanced procedures and specialized skills and systems. Where an inquiry is out of the
positions scope of knowledge, the inquiry will be referred to an appropriate staff member
or other authority.

SKILL, EXPERIENCE, QUALIFICATIONS & BEHAVIOURAL COMPETENCIES

ESSENTIAL

Certificate level qualifications with relevant work experience, or an equivalent

combination of relevant experience and / or education and training.

Demonstrated high level skills and knowledge in customer service. Ability to

integrate information from diverse sources, often involving large amounts of
information including understanding of relevant legislation, statutes and codes and
the application of that knowledge in the context of the local environment.

Demonstrated excellent communication and interpersonal skills to provide simple

and complex information, resolve conflict and relate well to a diverse range of
customers.

Demonstrated experience to use computer systems to retrieve, locate and distribute

information and maintain systems.

Ability to interpret and explain plans, forms, applications and other documents

requested and used by internal and external customers.

Ability to carry out cashiering activities including operating cash systems, cash

balancing & receipting

Ability to work unsupervised and as part of a multidisciplinary team
Ability to maintain confidentiality.
Current Drivers Licence.

DESIRABLE Experience in Local or State Government

Knowledge of council and/or Service NSW functions, operations and organisational

structure

Certification as Justice of Peace
Cert III in Customer Service
Approved Individual User Identification Number issued by Service NSW to access

DRIVES database (desirable, not essential).

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