Description:
Customer Care and Engagement Officer
Customer and Regional Prosperity
Temporary Full Time
The Scenic Rim is a region of opportunity surrounded by World Heritage-listed national parks and well renowned for its breathtaking scenery, agricultural and tourism industries. At Scenic Rim Regional Council, we deliver community services and infrastructure to the region's population of more than 40,000. With a diverse team exceeding 470 employees, we are committed to shaping a progressive future for our community through collaboration, integration and innovation. We are proudly an equal opportunity employer that embraces diversity and a workplace underpinned by shared ethos and values that shape our actions and behaviours.
About this opportunity
This position is responsible for providing a positive, professional and personalised customer service experience to internal and external customers of Scenic Rim Regional Council, via all channels of customer interaction.
Additionally, you’ll also …
• Deliver an exceptional level of customer care to all customers of Council, both internal and external, by effectively managing customer enquiries, service requests and transactions via a multi-channel customer care and engagement center.
• Relay technical information in response to more complex customer enquiries, as required.
• Promote, display and lead exceptional customer-focused behaviour to inspire and create a customer-led culture within council.
• Manage customer complaints in a proactive and sensitive manner, ensuring the customer is referred to the appropriate business unit as required.
• Manage customer transactions, process Council applications, cash handling, end-of-day business processes, reconciliation and daily banking.
• Upskill and educate customers by showing them how to use available online channels and other self-service opportunities.
About you…
• A Certificate IV in Business Administration or Customer Engagement or other relevant qualification, or an equivalent level of professional experience.
• Current C Class (Standard) Driver's License.
• Highly developed interpersonal skills, including an ability to communicate effectively to provide a positive customer experience, using conflict resolution skills where required.
• Demonstrated ability to manage competing priorities and to plan and organise work to achieve objectives, with experience working in a high-functioning team environment.
• Efficient data entry skills, coupled with digital literacy, including working knowledge of the Microsoft Office Suite and the ability to quickly learn and use different software programs such as Council's electronic data management system (ECM), Council's customer request management system and Technology One.
What’s in it for you?
Scenic Rim Regional Council is an innovative employer, offering flexible working arrangements and a collaborative team environment. This position comes with a base annual rate from $72,461.82 to $77,856.70 per annum, up to 13 % employer superannuation contribution and much more.
Please note, due to a period of parental leave, this is a temporary full-time role, for a period of approximately twelve months.
How to apply
If this sounds like the position for you, don’t delay - Apply now!
1. Check out the position description and further information available at Careers with Council – Scenic Rim Regional Council.
2. Submit a covering letter that tells us why YOU WANT this role . Ensure to include your skills, experience and suitability addressing the 'About you' criteria . Be passionate! Be creative! Be specific! Max 2 pages.
3. Attach your resume that provides a clear statement of your working history, relevant skills and key achievements (including specific examples of what you’ve done in the past).
Applications close: 12 noon Friday, 4th April 2025. For more information contact careers@scenicrim.qld.gov.au
Council is an equal opportunity employer and offers a smoke free work environment.