Customer Experience Officer

About the position:

This position is the face of the City of Greater Geraldton and aims to maximise resolution at the first contact, delivering a premium experience to our customers and taking ownership of each interaction. You will be the first point of contact to members of the community visiting the City offices, contacting by telephone, email, and other channels such as webchat. The best suited candidate for this opportunity is someone who enjoys helping people, can navigate multiple software systems, can capture the heart of customer’s needs and facilitate their efficient resolution.

This position is offered as a full-time Fixed Term Contract until 18 October 2025.

Key Accountabilities: 

• As the customer-interfacing "face" of the City of Greater Geraldton, deliver a consistent and responsive customer experience via a range of delivery methods, including face-to-face, email, phone, web chat and social channels, throughout the customer life cycle.
• Address a range of complex, sensitive and routine customer requests, determining their needs and requirements, servicing their expectations and providing effective, timely solutions, escalating enquiries through to specialist staff where necessary.
• Drive effective customer engagement and build relationships with customers and stakeholders, both internal and external to the City, and gather their feedback to measure
• Proactively enhance customer’s knowledge of the City’s offerings and provide them with the skills and abilities to find critical information and self-serve if they so choose.

• Provide administrative support including receipting internal and external payments, raising requisitions for purchases, preparation of daily outgoing mail and reconciliation of banking and postage statements in accordance with the City’s policies and procedures.

For further information and to view the position description, visit www.cgg.wa.gov.au/employment

To gain a better understanding of the role or to discuss the position qualification requirements in more detail, please call Emma Reynolds, Acting Coordinator Customer Experience on 08 9956 6667.

Position requirements:

The successful applicant will have well developed written, verbal and interpersonal skills for communication and negotiation with a diverse range of customers and City departments. Candidates will possess high level office administration skills including the ability to handle cash in processing payments, perform daily banking reconciliation, utilise multiple software systems dependant on customer inquiry, input and manage customer information.

A national police clearance is required for this position.

Completion of a pre-employment medical including alcohol and other substances testing is required of all positions at the City.

Remuneration and benefits:

A salary starting from $72,450 per annum (equating to $36.6648 per hour) will be offered dependent on knowledge, skills, experience and qualifications.

Some of the additional benefits of working for the City include:

• Up to 20.5% Superannuation (with superannuation co-contribution scheme)
• 22 Annual Leave days (pro-rata)
• Health & Wellbeing Program
• Flexible working arrangements
• Career opportunities
• Study Assistance
• Centrally located
• Free parking

Overlooking the Indian Ocean, Geraldton is a thriving regional city at the heart of Australia's Coral Coast. With a growing population of over 41,000 people it offers a wide range of services and activities. Geraldton is recognised as one of WA's key growth areas and the opportunities in this regional city are plentiful. You can be part of working with us to deliver the best for our community and this region.

The City of Greater Geraldton actively welcomes, includes and values the unique contributions of all people in its workplace. The City welcomes applications from all age groups, people with a disability, and those from diverse ethnic and cultural backgrounds. We are proud to be an equal opportunity employer with strong commitment to fitness for work and safety in the workplace.

Interested in applying?

For information on how to apply for this position, visit the City’s website:

www.cgg.wa.gov.au/employment

Applications close 4pm, Monday 25 November 2024

Ross McKim

CHIEF EXECUTIVE OFFICER