Team Leader / Neighbourhood Services Manager (depending on location) Contractors for which this position is responsible:

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1 POSITION DESCRIPTION 1. POSITION DETAILS Position Title: Division: Unit: Management Level: Customer Service Officer City Engagement Customer Service Worker 2. ORGANISATIONAL RELATIONSHIPS Position Title of Supervisor: Team Leader / Neighbourhood Services Manager (depending on location) Titles of Positions which report to are: Nil Contractors for which this position is responsible: Nil 3. PRIMARY PURPOSE OF POSITION Customer Service Officers the face of the City of Sydney are based at Customer Service Centres including the One Stop Shop at Town Hall and Neighbourhood Service Centres in Glebe, Redfern, Green Square and Kings Cross. Customer Service Officers are responsible for the provision of high quality, efficient and friendly services, accurate advice and information and access to the City s services and facilities across a range of customer service operational areas and contact channels. 4. POSITION OBJECTIVES The major objectives to be achieved by the Customer service Officer are; Provide high quality customer service together with a courteous and professional manner when greeting and dealing customers over the counter, on the telephone social media, or through various means of correspondence. Title: Customer Service Officer Date: 4 October 2018 Page 1

2 Contribute to the positive image of Council through the effective use of strong communication skills, conflict resolution skills, flexibility of interpersonal styles, and by ensuring a high standard of personal presentation is maintained at all times. Contribute positively to overall quality and consistency of service delivery across all the Centres by working as a team member, participating in ongoing training and performance coaching and feedback, relocating between Centres as directed, and communicating effectively with customers, team members and with other Council business units. Develop and maintain a comprehensive understanding of Council services, events, activities and facilities in order to provide timely and accurate advice and assistance to customers. Meet roster requirements with rotating shifts across operating hours from 8am to 6pm Monday and Friday with a possibility (not guaranteed) of Saturday mornings (9am 12:30pm). Undertake administration, concierge or other functions within the Customer Service unit as required and in accordance with roster, ongoing training and development objectives. Contribute to the improvement of service delivery by becoming multi-skilled in all services and functions undertaken by the Customer Service Unit including call centre, counter, certificates, administration and concierge operations. Demonstrate an understanding of and commitment to the delivery of the Sustainable Sydney 2030 vision, the City s values and be a part of an environmentally sustainable workplace. To be held accountable for working conditions under the control of the position and for detecting any unsafe or unhealthy conditions or behaviour and to take immediate steps to investigate and rectify any risks to health, safety and welfare arising from any activity. 5. POSITION ACCOUNTABILITIES Ensure all customers are welcomed and treated in a courteous and helpful manner and attitude in accordance with our service standards. Respond effectively and correctly to customer enquiries and transactions using the City s core systems and undertake necessary follow-up to ensure requests are resolved and customers informed. Title: Customer Service Officer Date: 4 October 2018 Page 2

3 Contribute equally and fairly to the Customer Service team by achieving KPIs based around quality, adherence, first time resolution and team. Be solutions focused using personal initiative and adding-value when responding to customer requests; this includes informing customers of other related or applicable services. Provide regular feedback to Team Leaders/Managers and to the Manager Customer Service to continually innovate and improve customer service operations and the customer experience including efficiency and effectiveness of work practices. Commit to the delivery of the Sustainable Sydney 2030 vision, the City s values and Customer Service Business Plan. Rotate, relocate or transfer between contact channels (telephone, counter, mail, social media, digital and ) and centres (Concierge, Neighbourhood Service Centres and the One Stop Shop) as directed or required. Contribute to the positive image of Council by using effective public relations, wearing a uniform and maintaining a high standard of personal presentation and demonstrating personal integrity, honesty and respect for customers at all times. Respond without bias or discrimination to the special needs of customers from diverse backgrounds in accordance with EEO legislation. Participate in team meetings, briefings and in training and development opportunities to improve knowledge, customer service teamwork and interpersonal and cross cultural awareness. Keep abreast of changes to legislation, Council policies, procedures, events and activities, and changes to Business Unit services, in order to provide timely and accurate information and assistance to customers. Undertake other duties as requested or required. Comply with and keep abreast of any relevant legislation applicable to the performance of the duties of this position. 6. WORK, HEALTH & SAFETY RESPONSIBILITIES Workers have an active role to play in the Safety Management System (SMS). Workers have the following responsibility, authority and accountability: Working safely so as not to put yourself or others at risk Title: Customer Service Officer Date: 4 October 2018 Page 3

4 Stopping work in circumstances that are deemed an immediate risk to health and safety until a satisfactory solution is agreed/implemented Cooperating and complying with safe work method statements, policies and procedures and participating in their development Reporting all accident, incidents and hazards to your supervisor immediately and participating in accident/incident investigation and risk management activities Attending WHS training Complying with the requirements of the City s Return to Work program A full list of WHS responsibilities and accountabilities are available within the City s SMS document; Responsibility, Authority and Accountability (RAA) Matrix. 7. AUTHORITY TO ACT Customer Service Officers action customer requests and transactions by researching and obtaining information through knowledge and information systems, as a means of providing consistent, accurate and valid service and responses to customers. The incumbent has the authority to take any reasonable steps to ensure that the smooth flow of operations is maintained providing the actions are consistent with the responsibilities of the position and subject to any limitations, corporate policies, procedures or safe work method statements. All personnel have the power to stop work in circumstances that are deemed an immediate risk to health and safety until a satisfactory resolution is agreed / implemented. Such circumstances may include life threatening situations or those that could result in loss of limb or other significant lost time injury. 8. SELECTION CRITERIA Essential Criteria Higher School Certificate (HSC) or equivalent qualification, or demonstrated equivalent competencies gained through experience in a comparable role. Demonstrated experience in a contact centre or customer facing environment. Service focused attitude, focused on delivering great customer experience, with exceptional interpersonal and written communication skills (including and social media). Title: Customer Service Officer Date: 4 October 2018 Page 4

5 Demonstrated skills in conflict resolution, ability to deal with challenging customers and resilience. Demonstrated ability to think laterally as a means of problem solving and sourcing accurate information quickly and effectively. Ability to work collaboratively and cooperatively as part of a team as well as independently without close supervision meeting while meeting KPIs and contributing to teams performance in a positive manner. Well-developed computer literacy and keyboard skills, including experience in using databases and other computer programs. Ability to undertake cash handling procedures. Ability to work to a rotating roster across operating hours of 8am to 6:30 pm Monday to Friday. Demonstrate a commitment to Equal Employment Opportunity, Work, Health and Safety and Cultural Diversity principles. Desirable Criteria Fluency in a second language. Knowledge/experience with services provided by Local Government. Ability to work overtime and on Saturdays Title: Customer Service Officer Date: 4 October 2018 Page 5