CENTRAL OTAGO DISTRICT COUNCIL

Transcription

1 CENTRAL OTAGO DISTRICT COUNCIL JOB DESCRIPTION POSITION : Customer Services Officer REPORTS TO : Service Centres and Libraries Manager LOCATION : Alexandra PRIMARY OBJECTIVE To provide an efficient and friendly service to the ratepayers and public of the Central Otago district and to assist in the efficient and effective running of the Alexandra office. PRINCIPAL DUTIES AND RESPONSIBILITIES 1. Mail 2. Answering telephone enquiries 3. Customer services 4. Photocopying, photocopiers and office equipment 5. Kitchen facilities and staff teas 6. Catering and meetings 7. Council s vehicles 8. Elected Members 9. General and property filing 10. Community services 11. Pool Car bookings 12. Debtors invoicing 13. Property keys 14. Mail, , couriers and tenders 15. Service requests 16. Rapid numbers 17. Rating, rates rebates and debtor enquiries 18. Purchase Orders 19. General Duties

2 KEY RESULT AREAS Key result areas have been identified to assist in formulating performance objectives. The duties of the position are being carried out to a satisfactory standard when: 1. Back-up mail collection as required; assist with opening and distribution of mail and in the preparation of outwards mail for collection. 2. Answer the telephone promptly and take detailed and accurate messages and deliver promptly. Provide assistance to other members of the Customer Services Team. 3. Receive all customers with a warm welcome and provide assistance to their enquiries. Provide assistance to other members of the Customer Services Team. 4. Photocopying and binding to be undertaken promptly on behalf of Council, Committees and staff. Photocopiers maintained and supplies ordered in accordance with instructions. Contact contractors for technical assistance as required for office equipment. Update programmed numbers as required. 5. Organise, arrange and clean the staff room workspace. Order and maintain all necessary supplies as required. Ensure tea towels are ready for collection by cleaning company. 6. Assist with arranging catering for meetings and set up meeting rooms in advance of meetings. Attend to orders and payment in accordance with instructions. 7. Information is recorded in such a way that it ensures that WOF, tyre replacement and servicing is undertaken within the required timeframes for all Council vehicles. 8. Carry out services for Elected Members as required. 9. Council correspondence, reports, reception filing and other records are filed promptly and accurately. Requests for new file numbers are referred to the Records Officer. Files are returned to their correct areas within the filing system and filing areas are kept tidy at all times. 10. Carry out promptly and efficiently all community services (photocopying, faxes and research) as requested, and charge-back as appropriate. 11. Assist staff with Council pool car requirements as requested. 12. Establish new debtors and invoice for services provided as appropriate. 13. Liaise with Property and Facilities Officer (Alexandra) and ensure property keys are ready to be collected by public at reception. 14. Over the counter mail is distributed accordingly. Arrange couriers as required. Check and reply to enquiries promptly. Distribute tender documents from front counter.

3 15. The service request system is operated and managed in accordance with Council policy. 16. Liaise with customer to ensure applications for Rapid Numbers are dealt with promptly and accurately. 17. Assist with any rating and debtor enquiries received by phone, fax or . Receive and change postal addresses on receipt. Plus assist ratepayers with rates rebates to ensure their applications are complete for Debtors Officer to process. 18. Ensure the efficient and effective operation of the on-line purchasing system, correctly entering information with prices correctly quoted on the order as per delegated authority. 19. Carry out promptly and efficiently all other duties as requested by the Executive Manager - Corporate Services or Service Centres and Libraries Manager, and especially assisting other members of the Customer Services team. DELEGATIONS 1. Makes decisions within the authority delegated by the Executive Manager - Corporate Services and Service Centres and Libraries Manager. 2. Have approved delegated authority for purchasing works (necessary and normal operating items) up to the value of $500. RELATIONSHIPS External Public/Ratepayers Contractors/Builders After Hours Answer Service Engineers Amourguard Internal Chief Executive Officer Executive Manager - Corporate Services Service Centres and Libraries Manager Customer Services Team Elected Members All Staff PERSONAL QUALITIES AND QUALIFICATONS Experience/Knowledge Telephone Skills / Customer Service Office administrative skills Experience in Local Government an advantage

4 Specific Skills Communication - written and oral Ability to deal with difficult customers Drivers licence Personal Qualities Good communicator Conscientious and tidy Honesty and integrity Sense of humour Self motivated Friendly and pleasant Service orientated Positive attitude Well presented professional image Able to work with a minimum of supervision Initiative to contribute solutions Must be adaptable and able to cope with a variety of situations Patient and supportive

5 CORPORATE VALUES PROPOSITION