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May

Customer Enquiries And Pathways Officer

City Of Casey - Narre Warren, VIC

Customer Service & Call Centre
Source: uWorkin

JOB DESCRIPTION

  • Exciting opportunity close to home
  • Full Time ongoing position
  • Competitive salary and great benefits

About Casey

The City of Casey is the largest and one of the fastest growing municipalities in Victoria. The Council plans and delivers quality services and infrastructure for the more than 356,600 residents who call Casey home.

At Casey we live our values of dreaming big, empowering each other and making our community proud.

The City of Casey workspace sits within Bunjil Place, located in Narre Warren, which is a must-visit destination in Melbourne’s south east. Bunjil Place reflects and enhances the city’s rich diversity, inspiring an energetic and cosmopolitan atmosphere; and has become a lively meeting place.

About the role

This role sits in the Connected Communities Department as part of the Community Life division which strives to develop healthy, active, connected and safe communities through the delivery of community facilities, events, experiences and life cycle services from birth to older age.

This role will provide an exceptional customer service and be the first point of contact to provide assistance to Community Care Consumers (across call center and email channels). They will also contribute to the provision of support services to older people and people with disabilities and effectively manage and or distribute, client enquiries to relevant teams within the Community Care unit.

In this role you will / Responsibilities of this role include:

  • Provide high quality and timely customer service to internal and external enquiries related to Community Care programs, services, and functions
  • Act as a solution focused customer experience specialist to resolve consumer enquiries and redirect consumers if unable to assist or if specialised information is required.
  • Ensure service levels and standards are met, within Council's and departmental policies and with a focus on customer service and industry best practice.
  • Undertake specific detailed investigations in an effective, efficient and timely manner and make recommendations for solutions to customer related problems or resolve the complaint immediately where this is possible.
  • Keep up to date with developments, legislation and regulations relevant to the requirements of the position

About you

  • Sound knowledge of call centre and office procedures and protocols
  • Demonstrated ability to provide exceptional customer service, experience working in a fast-paced customer contact environment and have a service improvement mindset.
  • Understanding of the complex needs and demographics of Community Care clients
  • Demonstrated ability to plan, organise and prioritise work in order to meet required deadlines but also be flexible and adaptable when required.
  • Willingness to undertake pre employment checks (i.e. WWCC, National Criminal History Check and Eligibility to Work in Australia)

About our benefits

Our workplace is an inclusive and diverse culture which encourages innovation and supports your work and life balance. There are plenty of opportunities to learn, develop and grow your career within our expanding and diverse organisation.

Our benefits include

  • Competitive salary
  • Flexible working options supported
  • Study assistance
  • Health initiatives
  • Access to our support and wellbeing programs

We encourage people with a disability, lived experience of disability, Aboriginal and Torres Strait Islanders and people from culturally diverse backgrounds to apply for this position.

The City of Casey has zero tolerance for child abuse and is committed to creating and maintaining a child safe organisation where protecting children and preventing and responding to child abuse is embedded in the everyday thinking and practice of all employees, contractors and volunteers.

The City of Casey reserves the right not to make any appointments for this position.

Salary: starts at $64,665 (Band 4) per annum, plus superannuation

Applications close: 11 May 2021, at 11:55 pm.

Narre Warren, VIC

Customer Service & Call Centre




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