Officer Customer Contact x 2 Positions

• A varied and challenging role providing high customer service to the community via phone, online and face to face.
• Competitive annual salary commencing at $74,172.80 plus up to 13% superannuation.
• Great range of additional benefits, including health & wellness programs, salary sacrifice options, salary packaging arrangements and a fortnightly RDO.

About the Region

Gympie is at the heart of a rapidly expanding region which stretches from rural valleys in our western reaches to the Cooloola Coast, gateway to spectacular Fraser Island. Bordering Noosa and Fraser Coast Local Government areas, we are uniquely positioned to grow whilst still retaining our country charm.  Our borders with North and South Burnett, and the Somerset Local Government areas link with our rural lifestyle, where you can enjoy our picturesque smaller townships, or our abundant local history.  Our local festivals such as the Gympie Music Muster are renowned both nationally and internationally. 

For someone seeking a high quality of life, with pristine natural areas and spectacular beaches, all within reach of Noosa, the Sunshine Coast and Brisbane, we are offering this unique opportunity.

Officer Customer Contact x 2 Positions

Remuneration: Annual salary commencing at $74,172.80 plus superannuation

Closing Date: Sunday 8th December 2024 at 11.00pm AEST

No late applications will be accepted.  Only applications received via Council's online application system will be considered. Unsolicited applications from agencies will not be considered. 

Role Overview

Gympie Regional Council is currently seeking enthusiastic customer service professionals to join our Customer Contact team.  We are currently recruiting for 2 x permanent full-time position to join our Customer Contact Branch and our Planning and Development Customer Contact Service Point.

What we are looking for

These positions are responsible for the delivery of high quality, professional customer service, ensuring quality standards, processes and documentation to satisfy customer requirements and provide a positive customer service experience. The primary role of these positions is to respond to customer requests and enquiries via phone, online and face to face.

The key responsibilities of these roles include:

• Assist in the delivery of high-quality customer service by providing accurate, consistent and complete information to internal and external customers through first contact resolution.  Empower, support and guide the community to interact with Council using a variety of service channels including (but not limited to) phones, online and face to face.
• Accurately complete customer action requests, attend to enquiries and process transactions while role modeling customer focused behavior. When required use conflict resolution and negotiation skills to successfully resolve issues and assist customers.
• Undertake accurate and timely receipting of Council payments and daily banking reconciliation in accordance with policies and procedures.
• Remain aware and knowledgeable of Council events.
• Respectfully and professionally contribute to the Customer Contact team culture, receive feedback, support peers and identify customer service improvement initiatives. 
• Establish and maintain productive working relationships within Council.

What we are looking for

To be successful in these roles, candidates should have:

• Demonstrated 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 either face to face, via phone or online.
• Demonstrated experience in a high demand customer service environment with skills/training/experience in conflict management/resolution, managing difficult behaviours or similar. 
• Ability to understand and apply policies and procedures when responding to customer requests to ensure the provision of excellent customer service in an accurate and timely manner.
• Demonstrated ability to work autonomously or cooperatively in an integrated team environment by developing effective working relationships with a variety of stakeholders.
• A commitment to ongoing development by taking a proactive approach to continually improving skills and abilities.
• Resilience and manage high volume workloads with the ability to multi-task
• Experience or exposure to customer request management (CRM) systems and practices.
• Queensland ‘C’ Class driver’s licence that is current and maintained.

Position Description

For a full position description for our Customer Contact Branch containing essential and desirable criteria, please click here. 

For a full position description for our Planning and Development Customer Contact Service Point containing essential and desirable criteria, please click here. 

For information regarding the requirements of this role, please contact Council's, Coordinator Customer Contact, Bianca Hood via email bianca.hood@gympie.qld.gov.au.

For assistance lodging your application using Council's online system, please contact Council's Officer Recruitment, Sue Rossi on 07-5481 0971or email sue.rossi@gympie.qld.gov.au

What we offer?

• Nine-day fortnight
• Access to employee health and well-being programs
• Fitness Passport: work out at over 25 local gyms for you and your family at a subsidised rate.
• Long service leave after seven years
• Generous superannuation scheme of up to 13 per cent
• Access to salary sacrificing and salary packaging arrangements.
• Employee assistance program offering free confidential counselling services for employees and their families.

 Our Values

• Accountability
• Communication
• Customer Service Focused
• Integrity
• Teamwork and Collaboration

For a full explanation of our values please click here.  You will be assessed on your understanding of these values and how you have applied values such as these in your previous employment.

Our Process

Successful applicants will be required to undertake various checks such as skills, qualifications, reference, medical and national police.

Keen to apply

Keen to apply? Simply follow the instructions below: