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Casual Customer Service Officer

Hilltops Council - Young, NSW

Government, Defence & Emergency
Source: uWorkin





CONTENTS - Position Description

  • Capability Framework
  • Conditions of Employment
  • How to apply

Thank you for enquiring about this position. After reading the information package, if you
would like further information please contact Council’s Customer Experience Manager,
Leesa Langfield, on 1300 445 586.

Applications may be e-mailed to hr@hilltops.nsw.gov.au or mailed to:

The General Manager
Hilltops Council
Locked Bag 5

Serving our community

Position Description
Casual Customer Service Officer
Business Unit: Destination & Customer

Location: Hilltops Region

Reports to: Customer Experience Manager

Grade: 4 - Hilltops Council Salary System

Conditions of Employment:

Casual (25% loading)

NSW Local Government (State) Award 2020

9.5% Employer Superannuation Contributions

Council overview

Hilltops is situated in the picturesque South-West Slopes of NSW, comprising the towns of

Boorowa, Harden-Murrumburrah and Young and their surrounding villages, each with its

distinctive character and rich history. Set amongst rolling hills, orchards, canola and wheat

fields, just two hours’ drive from Canberra and four hours from Sydney, we are a prime

agricultural region, renowned for our award-winning food, wine, produce, wide open spaces

and amazing sunsets. This is a great place to live, work and play and we offer a relaxed,

country lifestyle with all the benefits that can be found in major regional centres.

Council values

Primary purpose of the position
As the first and central point of contact for all transactions and information relating to Council’s

assets and services, this position is responsible for providing high quality customer service in a

courteous and professional manner when greeting and dealing with customers in person, on

the telephone or through written and electronic correspondence.

Key accountabilities

Within its area of responsibility, the incumbent in this position is responsible for carrying-out
the following duties:

  • Serve as first point of contact for customer enquiries, transaction and action requests,

ensuring service standards and performance objectives are achieved.

  • Effectively deal with an extensive range of enquiry subjects in an environment that can

be challenging and sometimes confronting, with a need to occasionally deal with

customers who may be difficult or whose demands may be considered excessive.

  • Register and respond to customer requests, enquiries and transactions in a professional,

accurate and efficient manner.

  • Enter, monitor and track customer requests using appropriate computer applications and

undertake all necessary follow up to ensure requests are resolved and customers


  • Escalate customer action requests, enquiries and transactions as appropriate, to other

corporate or operational areas for response.

  • Undertake accurate and timely cashiering duties including receiving of money, receipt

issue and end of day processing.

  • Prepare standard correspondence in response to customer requests and provide

information for statistical reports as required.

  • Ensure personal presentation is professional at all times, according to Council’s policies

and procedures.

  • Maintain up-to-date knowledge of legislation, policies, procedures, events, activities and

changes to Council operations in order to provide accurate information and assistance to


  • Facilitate a culture of continuous improvement, collaboration and exceptional customer


  • Undertake other duties as directed within the skills and abilities of a position at this level.

Essential criteria

1. Excellent customer services skills with demonstrated experience in a similar position.

2. Sound administration and clerical experience including cash handing and reconciliation.

3. An ability to understand and identify customer needs and use appropriate strategies to

achieve positive outcomes.

4. Excellent communication and conflict resolution skills with demonstrated ability to deal

with challenging customer queries.

5. Ability and willingness to exercise tact, diplomacy and maintain strict confidentiality on all


6. Ability to work well in a team environment and contribute positively to the dynamics of

that team.

7. Well-developed computer literacy and keyboard skills, including experience in using

databases, and other computer software programs.

8. Demonstrated ability to think laterally to source accurate information quickly and


9. Demonstrated ability to apply attention to detail and accuracy of work.

Desirable criteria

1. Tertiary Qualifications in customer service or similar field.

2. Demonstrated experience and knowledge in Local Government practices and


Limits of Authority

Act within regulations and Council policies and guidelines. Decisions will either be guided by

practices, procedures and precedent or will be made in consultation with the Customer

Experience Manager.

Organisational Accountabilities

Workplace Health and


‘There is always time to work safely’. We all have a responsibility

for Workplace Health and Safety. All employees must observe safe

work practices and operating procedures and comply with the

requirements of the WHS legislation and Council’s Policies and

Procedures relating to Workplace Health and Safety

Code of Conduct

Council’s Code of Conduct sets out minimum standards of conduct

that is expected of employees and which we must adhere to.

Employees must be impartial and fair in dealings with residents,

customers, suppliers, general public and with each other in order to

retain trust, confidence and support.

Equal Employment


Hilltops Council supports a workplace free from discrimination and

harassment. It is the responsibility of all employees to ensure that

they treat all colleagues and customers with respect and

professionalism without regard to non-relevant criteria or


Policies and Procedures
Comply with all Council’s Policies, Management Guidelines and


Customer Service

  • Provide effective service to Council customers and the


  • Provide effective service to internal customers.
  • Present a positive image of Council.

Capabilities for the role
The Local Government Capability Framework (LGCF) describes the core knowledge, skills

and abilities expressed as behaviours, which set out clear expectations about performance in

local government: “how we do things around here”. It builds on organisational values and

creates a common sense of purpose for elected members and all levels of the workforce. The

LGCF is available at https://www.lgnsw.org.au/capability

Below is the full list of capabilities and the level required for this position. The capabilities in

bold are the focus capabilities for this position. Refer to the next section for further information

about the focus capabilities.

Local Government Capability Framework

Capability Group Capability Name Level

Personal attributes

Manage Self Adept

Display Resilience and Adaptability Adept

Act with Integrity Adept

Demonstrate Accountability Adept

Focus capabilities

The focus capabilities for the position are those judged to be most important at the time of

recruiting to the position. That is, the ones that must be met at least at satisfactory level for a

candidate to be suitable for appointment.

Local Government Capability Framework

Group and Capability Level Behavioural Indicators

Personal Attributes
Manage Self

Adept • Initiates action on team/unit projects, issues and


  • Accepts and tackles demanding goals with drive and


  • Seeks opportunities to apply and develop strengths and


  • Examines and reflects on own performance
  • Seeks and responds well to feedback and guidance

Community and
Customer Focus

Adept • Demonstrates a sound understanding of the interests and

needs of customers and the community

  • Takes responsibility for delivering quality customer-focused


  • Listens to customer and community needs and ensures


  • Builds relationships with customers and identifies

improvements to services

  • Finds opportunities to work with internal and external

stakeholders to implement improvements to customer



Communicate and Engage Adept

Community and Customer Focus Adept

Work Collaboratively Adept

Influence and Negotiate Adept


Plan and Prioritise Intermediate

Think and Solve Problems Intermediate

Create and Innovate Intermediate

Deliver Results Intermediate


Finance Intermediate

Assets and Tools Foundational

Technology and Information Intermediate

Procurement and Contracts Foundational

Local Government Capability Framework

Group and Capability Level Behavioural Indicators

Think and Solve

Intermediate • Gathers and investigates information from a variety of


  • Questions basic inconsistencies or gaps in information and

raises to appropriate level

  • Asks questions to get to the heart of the issue and define

the problem clearly

  • Analyses numerical data and other information and draws

conclusions based on evidence

  • Works with others to assess options and identify

appropriate solutions

Technology and

Intermediate • Shows confidence in using core office software and other

computer applications

  • Makes effective use of records, information and knowledge

management systems

  • Supports the introduction of new technologies to improve

efficiency and effectiveness

Position Casual Customer Service Officer

Grade Grade 4

Salary range The ordinary hourly rate for this position is between

$36.67 and $40.63 per hour (inclusive of 25% casual
loading), plus superannuation.

Award Local Government (State) Award 2020

Hours of work Casual, as-needed


Hilltops Region
(Young/Harden/Boorowa Offices) – The incumbent in this
position may be requested to commence work from any of
our office locations in the region, as needed.

How to apply

If you are interested in applying for this position, please submit a full application, including the
following to hr@hilltops.nsw.gov.au:

  • Cover letter expressing your suitability for the role with Council (no more than two

pages), and

  • a short statement (no more than 500 words each) addressing the following points:

1. Our customer service officers are required to engage in a multitude of customer
requests on a daily basis. Please detail your experience in managing and completing
large volumes of work and in your response, describe how you'd record the work
completed and report this to your supervisor.

2. Please outline a time where you resolved a customer query under difficult
circumstances. Describe: the situation, your actions and how you knew that the
customer was satisfied with your service.

  • a copy of your Curriculum Vitae (résumé).

Please address applications to Leesa Langfield, Customer Experience Manager.