Are you passionate about helping people and providing excellent customer service? The Salisbury Council is seeking a dedicated Customer Service Representative to assist community members in accessing information, services, and support. This is a hands-on role, perfect for someone who thrives in a dynamic, team-oriented environment.

Who we are:

The City of Salisbury is a local government entity and encompasses an area of 158km2. We are a customer focused organisation, providing essential services to residents and visitors, in a dynamic and flexible working environment.

The Community Experience team is the first point of contact for the community with Council, via phone, email, webchat and face to face options.   

As a part of the Exceptional Community Experience commitment, the team aims for a first point of contact resolution, assisting customers with information and requests and linking them with services.

Key Responsibilities:

• Respond to customer inquiries across multiple channels: in person, phone, email, and more.
• Deliver high-quality service in line with Service Agreements, connecting customers to appropriate Council-funded services and external agencies.
• Track and monitor customer inquiries using our internal systems, ensuring resolution and customer satisfaction.
• Embrace technology and assist in improving customer service systems for enhanced service delivery.
• Prepare, evaluate, and uphold service standards and procedures.
• Provide guidance on Council policies, explaining relevant documents and educational materials to both internal and external customers.
• Work independently and as part of the Customer Centre team to manage tasks and decision-making effectively.
• Engage in projects and training sessions as directed by the Team Leader Community Experience.

Skills and Competencies:

• Strong listening, empathy, and communication skills with sensitivity to diverse needs.
• Ability to navigate information systems and utilize technology to enhance service delivery.
• Skilled in engaging a broad audience, across age, background, and cultural lines.
• Experience with telephony systems and handling call centre environments is a plus.
• Able to accurately record and balance payments received by the Council.
• Proven ability to work effectively within a collaborative team setting.

Knowledge Requirements:

• Knowledge of service delivery concepts and processes, with a commitment to access and equity.
• Familiarity with HR protocols including OHS&W, Workplace Diversity, and EEO.

Why join us?

• Comprehensive Benefits Package: Employees at City of Salisbury enjoy a robust benefits package includes income protection insurance for personal illnesses or injuries, health and wellness programs designed to support their overall well-being including skin checks, health seminars, flu vaccinations and free access to counselling sessions for you or your immediate family through our Employee Assistance Programs.
• Professional Development Opportunities: The City prioritises continuous learning and career growth, offering employees access to training workshops, seminars, study leave, and tuition reimbursement programs to enhance their skills and expertise.
• Work-Life Balance Initiatives: Recognising the importance of work-life balance, City of Salisbury promotes flexible work arrangements and generous leave policies, flexi-time and opportunities to purchase additional annual leave.
• Inclusive and Supportive Workplace Culture: Diversity and inclusivity are core values at City of Salisbury, fostering a supportive environment where all employees are valued and respected.
• Community Engagement: Employees have the opportunity to make a meaningful impact through various community engagement initiatives supported by the City.

These outstanding working conditions reflect City of Salisbury's commitment to attracting and retaining top talent, promoting employee well-being, and fostering a positive and productive work environment.

If you’re ready to take on a role where every day is an opportunity to make a difference, we encourage you to apply today and help us drive positive change across our city.

Enquiries can be made to Krystle Ibanez on 0457 087 699

Applications close on 22nd of November 2024