Position Profile CUSTOMER SERVICES OFFICER. Council s Mission. Organisation Chart

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1 Post Holder:... Position Title: Reports to: Department: Division: Location: Grade: SP Grade 9 Position Profile CUSTOMER SERVICES OFFICER Customer Services Manager Corporate Services Customer Services Fitzherbert Street Council s Mission Our mission is To lead and support the social, cultural, economic and environmental development of our communities Mo te Tairāwhiti Our Vision is First to see the light, first choice for lifestyle and people, enterprise and the environment Ka mau te wehi The role of a local authority is defined in the Local Government Act It is to promote well-being in our communities now and into the future and to follow the principles set out in that Act in doing so. The Gisborne District Council (Council) is a Unitary Authority required to carry out the functions of both a territorial authority and a regional council. Organisation Chart

2 Community Outcomes The Council is committed to achieving the six key outcomes identified by our local community: Vibrant Tairāwhiti. Connected Tairāwhiti. Prosperous Tairāwhiti. Safe Tairāwhiti. Skilled and Educated Tairāwhiti Empowered Tairāwhiti. Environmentally sustainable Tairāwhiti. Council s Values: People Performance - Process! Giving service. Solution focus. Innovation. Working together. Learning and improving. Can-do attitude. Doing it right the first time. Council is committed to providing its staff with an environment that supports professional development and treats staff as people, not resources. Staff at Council benefit from career development advice, an active social club and a number of corporate benefits. Purpose of the Position Role of Corporate Services Department The Corporate Services Department s primary purpose is to provide internal administrative support to the organisation and to provide customer service leadership within and outside the organisation in the areas of requests for service, finance, information management, information technology, secretarial services, governance support and legal services. The department also oversees the financial performance of Council s business units, including subsidiary companies and investments. Role of the Customer Services Team To deliver a consistently high level of services appropriate to the needs and expectations of the customers in accordance with the Customer Services Team Standards. Role of Senior Customer Services Officer This role entails extra supervisory duties as allocated to the individual post holder. Role of CUSTOMER SERVICES OFFICER This role is a front line position, delivering a high level of quality customer service in a professional manner by providing information, completing transactions and initiating service requests at the first point of contact to all customers.

3 Primary Functions The key primary functions for the position of Customer Services Officer: 1. First Point of Contact To deliver a consistently high level of customer service to Council s customers and make it easier for them to do business with us. To ensure most enquiries are completed at first point of contact whenever possible in a timely, professional, friendly and empathetic manner. 2. Customer Relationship Management To act as the interface between the Council and its external customers, to ensure wherever possible that customer needs are met. To ensure customers are kept informed of the outcomes of their logged request for service or information from Council. 3. Information Systems Ensure all information systems for providing information to customers on Council services is kept current and accessible, including the knowledge base system, pamphlet display area and Internet. 4. Administrative Support Provide an administrative support system for internal sections of Council as agreed and in accordance with agreed standards and levels of service. 5. Team Work Be an effective and contributing team member and support colleagues to provide customer service. 6. General In addition to the above primary functions, the job holder is expected to perform other such duties as can reasonably be regarded as incidental to the position profile and such other duties reasonably within their experience and capabilities as may be assigned from time to time. Competencies Academic / Professional NZCA level 2 or Sixth Form Certificate or a similar level of education. Skills / Knowledge Effective communication skills. Accuracy with figures and cash handling. The ability to read and interpret plans, bylaws and regulations. Skilled and confident with computers and database programmes. A current Driver s Licence. Local knowledge of the district. Work Experience Demonstrated experience in customer service and in dealing with people from a wide range of different cultures and backgrounds. Personal Attributes Innovative and focused on problem solving. Interested in self-development, with an awareness of personal strengths and weaknesses. Adaptable to change and able to exhibit versatility in a work environment. Able to work well in a team situation and be comfortable taking a collaborative approach in order to achieve the best outcome. Focused on building positive relationships with both internal and external customers. Self-motivated, with excellent time management skills. Comfortable relating to people from a variety of different cultures and backgrounds.

4 Supporting Organisational Values All Council staff are expected to endorse and support the Council s Mission, Vision and Values and actively work to achieve them, behaving with the highest level of professionalism and integrity and exhibiting courtesy and impartiality towards colleagues and the community. Additional Responsibilities The job holder is expected to contribute to maintaining a safe working environment, reporting incidents and accidents as they occur and assisting with hazard identification. Furthermore, the job holder must participate in civil defence emergency management training initiatives upon request and assist with any civil defence emergencies as required. Hours of Work Normal office hours, between 6am and 6pm, together with such other times as may be reasonably necessary to fulfil the responsibilities of the position. The Customer Service team will provide continuous service to the public from 8am to 5pm on every business day that normal commercial enterprises work. This includes Christmas Eve, New Year s Eve and the work days between Christmas and New Year. During emergency situations the hours will be required to operate in accordance with defined rosters. Relationships Internal: Customer Services Team Leader. Customer Services team. Other Council staff. Elected members. External: General public. Contractors and service providers. Central Government. Other local authorities. Iwi authorities and tangata whenua. Business and other community organisations. Approval / Sign-off Position Holder: (name) (signed). (date) Controlling Officer: (name) (signed). (date) January 2012 (17-Jan-12)

5 Job Expectation CUSTOMER SERVICES OFFICER Primary Functions and Related Deliverables First Point of Contact Deliver customers a consistently high level of service in accordance with the Customer Service Team Standards. Ensure the resolution rate of enquiries at first point of contact by providing appropriate information, completing transactions and entering requests for service in accordance with the Customer Services Team Standards. Receive and receipt monies paid to Council as per policy and procedures. Customer Relationship Management Enter customers Requests for Service in Council s corporate system at the time with the customer to ensure accuracy of information. Maintain and update information as supplied by Referrals within the agreed timelines. Keep the customer informed of the outcome of the Request for Service. Undertake a customer satisfaction survey of customers on Council s service performance. Ensure the Contacts database is kept current with customers contact details. Information Systems Maintain knowledge of Council s services and how to source and extract information. Be proficient and confident using the relevant corporate electronic systems to provide consistent customer service. Liaise regularly with key stakeholders to ensure accuracy of information and maintain relevant Council databases. Continually improve and contribute to the knowledge base system and internal processes focussed on achieving the best possible outcome for customers. Provide and maintain a range of ways in which customers can access services and information. Administrative Support Provide administrative support as appropriate to the role and in accordance with agreed standards and procedures. Ensure continual improvement to the level of service provided. Undertake customer requests for property searches in accordance with agreed timeframes. Team Work Work as one focussed team to ensure that all customers receive consistent and timely service. Take on responsibility for specialising and being team champion in a specific area of section of Council and being able to mentor other team members in that specialised area. Multi-skill and work in all facets of the team on a rotational basis, as per the roster. Corporate Contribution Participate and contribute to corporate projects and inter-departmental initiatives as agreed. Take responsibility for self-development and continued learning. Fulfil Civil Defence contributions. Ensure proper care of plant and equipment. Fulfil administrative and reporting requirements. Fulfil Health and Safety requirements and tasks.

6 1. I consider the customer in everything I do Council s Expected Behaviours I am fully effective when I : Listen to, seek to understand and take ownership of customer issues Offer prompt, courteous and informative responses to the customer. 2. I always look for how I can make things happen I am fully effective when I : Am open minded Consider whether there are potential solutions Pursue alternate courses of action Facilitate the involvement of another part of Council when it is best placed to provide a whole of Council response. Offer solutions that bring multiple benefits. 3. I look for better ways of doing things I am fully effective when I : Consider whether existing practices provide the best outcome Develop and implement ideas that provide improvements 4. I set goals and achieve them Set goals that are relevant to the team and the organisation Seek assistance / guidance Achieve these goals 5. I will earn trust by doing what I say I will do Meet agreed deliverables. Involve others when necessary and trust them to get the job done Provide direction and support as appropriate to the role Manage conflicting priorities and keep everyone informed. 6. I show integrity and speak the truth with compassion and respect for others Do what is right rather than what is convenient Raise issues in an appropriate context, in an appropriate manner, time and place Provide and receive feedback in an open, honest and respectful manner Behaviour is consistent with the practices, policies and values of the organisation. 7. I involve others in decisions affecting them Ensure decisions are made at the right level Identify key stakeholders and involve them in decisions that may affect them Consider other views and communicate reasons for final decisions Involve others in a timely manner appropriate to the task. 8. I represent COUNCIL positively Represent Council s politicians and management in a positive and constructive manner when in public or with colleagues through what I do and say Support consensus decisions at a political and corporate level Contribute to the corporate life of the organisation. 9. I am active in making work enjoyable and celebrate success Participate in workplace celebrations Notice when something should be celebrated Come up with ways of making work more enjoyable.