WE ARE DRC
Dubbo Regional Council is part of Wiradjuri Country and we acknowledge all clan groups that reside within the Dubbo and Wellington Wiradjuri Nation. A large, diverse organisation with over 600 team members, we put relationships at the centre of our decision making and service delivery. With a population of almost 55,000 and service catchment population of 120,000 people, our growing region offers a connected community with great access to nature, plus all the amenities of a major city. Find out more at dubbo.com.au.
THE OPPORTUNITY
The Customer Experience team acts as the first point of contact for Council’s customer enquiries. Our dynamic Customer Experience team serves customers via our multi-faceted contact centre through channels such as web chat, emails and phone calls as well as face to face from our two service centres in Dubbo and Wellington. Our call centre receives approximately 4000 calls per month, while our service centres assist 800 customers face to face.
In this role you will be responsible for providing a welcoming, comprehensive, efficient and effective service to all internal and external customers. This is a critical role which represents Dubbo Regional Council directly in assisting the needs of our community as well as playing a pivotal role in taking Council's Customer Experience to the next level.
This position is a part time temporary position for up to 12 months, working 20 hours per week, Monday to Friday from 10am - 2pm.
IN THIS ROLE YOU WILL HAVE THE OPPORTUNITY TO
- Provide an effective link between the organisation and its customers
- Provide services to customers utilising procedures developed for the operation of the Customer Experience Centre
- Maintain an up to date working knowledge of Council's services, products and activities in order to provide information to customers
- Have a working knowledge of Council's policies, procedures and codes
- Recognise if the customer is not satisfied with the level of service provided and escalate utilising established customer experience procedures
- Build a relationship with customers over the phone
- Work in a fast-paced environment with targets and time frames
TO BE SUCCESSFUL IN THIS ROLE YOU WILL NEED
- Certificate III in Office/Business Administration
- Experience in delivering services to customers via phone and face to face
- Experience in utilising a range of computer applications to complete processes
- Ability to receive and communicate information accurately and effectively
ABOUT YOU
You will be an enthusiastic and motivated customer experience professional. Having exceptional communication skills you will have the ability to develop strong positive relationships. You will have demonstrated experience in a customer experience environment and have a strong commitment to the provision of quality customer experience. You will understand the importance of a strong team environment and have flexibility in ensuring the Customer Experience Centre is resourced to meet customer demand.
WHAT WE OFFER
In undertaking this key role in our diverse organisation, you will be offered a range of benefits, including 4 weeks annual leave, access to DRC fitness passport program, and wellbeing program.
DRC also offers a variety of flexible working arrangements, learning and development opportunities, generous leave allowances and has an active Social Club.
DRC has a variety of Salary Packaging options available to staff including:
- Superannuation
- Rainbow Cottage Childcare
- Professional Memberships
- Excess Long Service Leave to Superannuation
- Uniforms
- Novated Vehicle Leasing
- Remote Area Housing Assistance
- Work Related Self Education Expenses
- Portable Notebook or Laptop computer
- Airline Lounge Memberships
- Disability/Income Protection Insurance
- Tools of Trade
DRC is an equal opportunity employer committed to providing a working environment that embraces and values diversity and inclusion.
Please refer to the attached Position Description for the entire scope of essential and desirable criteria.
Salary: $34,770 - $40,408 per annum plus superannuation.
Closing Date: 9.00am Monday 29 May 2023.
Enquiries: For a confidential discussion regarding this position please contact Council's Customer Experience Team Leader – 6801 4215.
HOW TO APPLY
- Please fill out the questions in the application page below.
- On the following page you will have the opportunity to attach your resume and copies of applicable qualifications.
- Please note that once you start to complete your online application you cannot save it and return to it later. We would recommend that you create your answers in a separate document (e.g. word) then copy your answers into this page when you're ready.
- All correspondence will be via the e-mail you have provided in your application.(Please ensure you check your "Junk Mail" folder.)