Customer Service Officer

• Multiple roles available (based on 35 hours per week)
  • 1 Full Time Permanent Role with fortnightly RDO
  • 1 Part Time Permanent Role (0.85 FTE) 30 hours per week over 5 days
  • 1 Part Time Permanent Role (0.51 FTE) 18 hours per week over 3 days
• Monday to Friday
• Salary: $77k - $82k + Super (pro-rata for Part-time)
• Ability to transfer or take LSL (Long Service Leave) within Local Government

About Merri-bek City Council

Merri-bek City Council is a progressive council of 175,000 residents: one community, proudly diverse. Our council area sits within the banks of the Merri Creek and the Moonee Ponds Creek, and includes Brunswick, Coburg, Fawkner, Glenroy, Gowanbrae, Hadfield, Oak Park and Pascoe Vale. Our city is vibrant and energetic, known for its active community, cultural diversity, creative industries and the arts. Our long-term vision has ambitious goals for environmental sustainability, social justice, community wellbeing, and creating great places. With the Civic Centre located in Coburg, 8 kilometres north of Melbourne’s CBD, there are excellent public transport options and great food and cafés right at the doorstep.

Merri-bek Council strives to be a contemporary, innovative and collaborative organisation with a deep commitment to engaging and supporting the Merri-bek community. Our organisational vision is to be one team, brave and diverse, making a difference.

We pride ourselves on being an inclusive and welcoming workplace. We offer flexible and hybrid work options and genuinely care about providing our staff work/life balance. With the Civic Centre located in Coburg, 8 kilometres north of Melbourne’s CBD, there are excellent public transport options and great food, cafés, parks and a cinema right at the doorstep. Merri-bek is a great place to live, work and play.

About the role

Are you looking for a role to showcase your customer service skills and make a difference in the community? Join our Team!

We are looking for Customer Service Superstars who are passionate about providing a great service to our community. Working as part of a team within a highly supportive environment, you will be empowered to support and serve the community both over the phone and in person. You will be comfortable in a contact centre environment as well as connecting with our community face to face in our customer service centres, located at Coburg, Brunswick and Glenroy.

With a keen eye for detail, you’ll be able to accurately action customer requests, attend to enquiries and process transactions while role modelling customer focused behaviour. When required, you’ll use conflict resolution and negotiation skills to successfully navigate challenging customer scenarios, resolve issues and assist customers.

We value our supportive team environment and are looking for individuals who will respectfully and professionally contribute to the Customer Service team culture, receive feedback, support peers and identify customer service improvement initiatives.

Skills and experience require to perform the role

• Demonstrated experience in a fast-paced Customer Service and/or Contact Centre environment

• Outstanding level of verbal, written and active listening communication skills with the ability to relate and adapt to internal and external customers at all levels

• Highly motivated individual with an interest in working in a local government organisation to deliver outstanding service to the community

• Ability to manage challenging customer situations calmly and confidently

• Ability to work across digital engagement channels, possessing solid typing skills and the ability to quickly learn new computer systems and processes

• Demonstrated ability to work autonomously or cooperatively in an integrated team environment

• Undertake accurate and timely receipting of Council payments and daily banking reconciliation in accordance with policies and procedures.

• Experience or exposure to customer request management (CRM) systems and practices

• Resilience and ability to manage at times high volume workloads

• Employee Working with Children’s Check (or willingness to obtain one)

What the role can offer

• Fortnightly RDO (Full-time role only)
• Extensive opportunities for training & career development
• Salary sacrifice options
• A real sense of work-life balance & flexible work options
• Employer-supported study assistance schemes
• Wellness programs

Further support offered for our staff

• Up to 20 weeks primary & up to 5 weeks secondary parental leave
• Purchase leave
• Ceremonial leave
• Gender affirmation leave
• Family violence leave

For further information about this position please contact Gillian Murphy via email [email protected]

Before submitting an application please view the Position Description.

Please note that when applying for this role, you may be required to attach your valid WWCC. Please have this ready when completing your application.

How to apply

Please fill out an application using our online recruitment system. You will be required to upload your CV, a cover letter outlining your relevant skills and experience. You do not need to respond to the individual Key Selection Criteria. Please also upload any other relevant documents.

• Please note that some documents relating to this position may reference Moreland City Council. We are in the process of updating the councils new name of Merri-bek City Council.

Please note that applications must only be submitted online, applications will not be accepted via email.

Merri-bek City Council is proudly diverse and an equal opportunity employer. We encourage applications from the Aboriginal and Torres Strait Islander community, people with disability, and people from every culture, sexuality and gender identity, age and ethnic background. Merri-bek City Council is a Child Safe organisation.

Merri-bek is focused on diverse representation of the community we serve. With this we value lived experience that could contribute to the shaping of this role and in turn will continue to provide representation and growth of safe and inclusive work culture.

We encourage everyone to apply and discuss opportunities to develop your knowledge and experience. Council is committed to removing barriers and access to employment where possible at any point in the recruitment, onboarding and during your time at Council. For further information regarding access or modifications you may require for a recruitment process please contact Danni Jovanovic, Recruitment Business Partner on [email protected]

Our Commitment

In May 2021, Merri-bek Council adopted a revised Statement of Commitment to Wurundjeri Woi-wurrung People and Aboriginal and Torres Strait Islander communities of the municipality. The statement recognises the Wurundjeri Woi-wurrung people as the traditional owners of the lands and waterways of our municipality.

Merri-bek City Council is committed to being a Child Safe Organisation and has zero tolerance for child abuse. We believe children and young people have the right to be and feel safe and that their safety and wellbeing is the responsibility of everyone. You can read more about our Child Safety Commitment Statement on our website.