City of Darebin Hiring for Senior Customer Service Officer Job at Melbourne Full Time

Located in Melbourne’s northern suburbs, Darebin City Council is home to one of the largest, most diverse communities in terms of culture, language, religion, socio-economic background, occupation, and housing needs. The city has one of the largest populations of Aboriginal and Torres Strait Islander residents in metropolitan Melbourne. Our Vision is for a community that works together to advance community life.

About the Role

At Darebin City Council we provide a lot more than just Rates, Roads and Rubbish; we provide hundreds of services that support our community to live, work and play across the region.

As a Senior Customer Service Officer, you will assist in coaching and motivating the customer service team to provide outstanding service to Darebin’s diverse community.

• To provide a high-quality response to customer enquiries, requests for service and business transactions across multiple communication channels.
• To enhance and promote Council’s public image and the effectiveness of the Customer Service Team by acting as a key link in the relationship between the Council and its customers.
• To support the operations of Council departments in accordance with agreed service levels and standards.
• Advocate for the customer by assisting in the development, improvement and enhancement of Council processes and services.
• Provide guidance and professional support to Customer Service Officers and oversee the daily operations of Customer Service shifts.

Skills & Experience

• A current employee Working with Children Card.
• Experience in a high-volume call centre environment
• Extensive experience in a Call Centre based customer service role.
• Aptitude and proficiency using a range of computer software (including Microsoft Office Suite, CRMs, Call Centre Technology)

The following qualifications, skills and experience would be an advantage:

• A tertiary qualification or less formal qualifications with experience and work skills relevant to the position
• Experience in a Government setting
• Experience in cash handling
• Suitably qualified candidates with a high level of fluency in a community language as identified in the most recent ABS Census are encouraged to apply

Culture

As a progressive leader in Local Government, Darebin City Council is passionate about social inclusion, sustainability, engagement and service excellence. We are proud of the diversity of our workforce and recognise the strength this provides in meeting the needs of the community we serve. We are committed to upholding a positive and supportive work environment that values the contribution of all employees and treats all employees with dignity and respect.

Benefits

We offer a range of benefits to our employees including opportunities for personal and professional development, flexible work practices including working from home options, Employee Assistance Program, recognition and reward program – Appreciate Great and a variety of generous paid and unpaid leave options.

How to Apply

Darebin values diversity and encourages applications from candidates of all backgrounds, including Aboriginal and Torres Strait Islander peoples and people of colour. We value people of all abilities and diversity of culture, faith, gender identity and sexual orientation. We welcome unique contributions and perspectives of all people to ensure our workforce is representative of the communities we work with and live in. We’re also happy to adjust our recruitment process to support your accessibility needs.

Candidates must provide a resume, completed assessment task and address the Key Selection Criteria as a part of the application form. Those who wish to include a cover letter may do so, however this is not required.

Contact Aman Kaur, Customer Services Team Leader on 03 8470 8399 for a confidential discussion.

The Darebin City Council is an Equal Opportunity Employer and does not discriminate in its selection and employment practices. Darebin is committed to providing a safe working environment that embraces and values child safety, and thorough ‘Safety Screening’ processes apply. To work at Darebin City Council, you will be required to supply proof of work rights, a Victorian Employee Working with Children Check and comply with Child Safety standards. All employees are required to undertake an Australian Criminal History Check and may be required to complete a Functional Health Assessment.