Customer Service & Support Officer Job at Mornington Peninsula Shire – in Rosebud VIC
Mornington Peninsula Shire is Victoria’s destination municipality, characterised by unique townships, highly productive agriculture, world renowned landscapes, tourist regions, and areas of national and international conservation significance within a vital Green Wedge.
About the Business
Mornington Peninsula Shire is responsible for a broad range of infrastructure and community services that support the wellbeing and prosperity of our diverse community. With approximately 1200 employees, it is a busy and vibrant workplace.
Customer Service and Support Officer
Temporary full time until 23 Febuary 2022
Band 4 – $33.29
The primary purpose of the position is to ensure requests for assistance and information from our customers are dealt with as efficiently and effectively as possible, providing clear, accurate, timely and relevant information in a courteous and respectful manner.
About the role
The Customer Service and Support Officer is responsible for providing excellent customer service and administrative support to internal and external customers across the organization. This will be delivered through phones, email, online, web chat and face to face at counter/cashier.
Job tasks & responsibilities
Core accountabilities include:
Respond to requests (in person, calls, email and online) in an efficient, timely and courteous manner, resolving requests at first point of contact whenever possible and announcing phone calls through to the relevant Council unit.
Provide timely and accurate information on services, community facilities and external service providers to customers – both external and internal.
Monitor existing systems, databases and procedures to provide correct and up to date information on customer requests, enquiries and responses.
Identify information to be updated and corrections to Council’s website and intranet in accordance with policy in a timely manner, under guidance of the Team Leader.
Maintain an accurate general knowledge of Council operations within groups and units.
Ensure that ‘urgent’ requests are brought to the attention of the appropriate section or person.
Sign for parcels and documents via courier and direct them to relevant departments.
Provide cashiering functions for receipting payments, reconciliations, and banking.
Provide support to other council staff for phone system functions and processes.
Maintain confidentiality on appropriate matters and adhere to Council’s policies in respect to providing and receiving information.
Skills, experience and other requirements
The ideal candidate will have:
Highly developed written and interpersonal skills;
Ability to build and maintain effective working relationships;
Ability to solve problems using policies, procedures and standards, as well as professional knowledge and experience;
Knowledge of cashiering, receipting and balancing;
Knowledge of functions/services of local government;
Understanding of telephone and computer-based customer request systems; and
Well-developed computer skills, including experience with Microsoft Word, Excel, Outlook, databases and websites
Please review the Position Description in full, for specific information about this role.
Please provide your CV and a one-page cover letter addressing the skills, experience and other requirements by 6pm, 22 September 2021.
The Mornington Peninsula Shire is committed to creating a diverse and safe environment. We are proud to be an equal opportunity and Child Safe employer. We welcome applicants who identify as Aboriginal or Torres Strait Islander; have a disability; and/or a culturally and linguistically diverse (CALD) background.
Applicants must be an Australian Citizen, Permanent Resident or hold a valid work rights VISA.
Please Note: Due to the Covid-19 pandemic, we are only able to consider candidates currently residing in Australia with valid work eligibility.
For a confidential discussion about this exciting opportunity, please contact: Linda Counsell, Coordinator Customer Service: (03) 5950 1977
Company: Mornington Peninsula Shire –
Company Location: Rosebud VIC