Senior Customer Service Officer

City of Ryde Full Time Permanent 17/03/2023
  • Great opportunity to join a fantastic customer service team based at Top Ryde
  • Opportunity for hybrid working
  • Great benefits including: grant days at Christmas, Long Service Leave after 5 years, annual Award salary increases
About Us

The City of Ryde was recognised as an Employer of Choice in the Australian Business Awards and is a progressive local Council, all centrally located only 12 kilometres from Sydney. We are home to Macquarie Park which is poised to become the fourth largest GDP producing centre in Australia by 2036. We also enjoy pristine riverfronts and bushland, world-class hospitals, and a leading University. Importantly, we are home to over 13,000 businesses and around 130,000 hard-working, compassionate, and enterprising people who rightly expect their Council to support their hopes and aspirations. With a diverse multicultural population, and the rapid growth of millennials and young professionals - by far our single largest demographic - we know our community is looking to our Council for authentic and strategic leadership to ensure the Ryde community continues to be provided with lifestyle and opportunity at their doorstep.

About the Role

We currently have an exciting opportunity for an experienced Senior Customer Service professional to join our Customer Service team based at Top Ryde in a permanent full time capacity.

As a Senior Customer Service Officer you will be responsible for providing front line customer service to external and internal customers over the telephone, in person and in writing. You will also assist in coaching other Customer Service staff, and in supervising either the Call Centre or Counter areas in the absence of the Team Leader when required.

You will find the work of a Senior Customer Service Officer in local government interesting and rewarding and you will have the support of a motivated and skilled team in learning our systems, processes and range of services we provide.

Your commencing annual salary will be $72,935 + Superannuation, although a higher rate may be negotiable dependent on your experience and skills.

Key Requirements

You have demonstrated experience in a call centre and face-to-face customer service environment with an ability to provide exceptional service and support to external and internal customers. You have a calm and level-headed demeanour when dealing with customers and are seen as a "go-to" person in relation to more complex enquiries, difficult customers and technical ability. You enjoy working in a team environment and sharing your knowledge and experience with others whilst being able to consider all relevant information to resolve queries.

In addition, you will also have:

  • Experience dealing with customer enquiries in a "counter" or face to face situation
  • Proven experience of providing a high level of customer service
  • Confident communicator whilst maintaining empathy and understanding
  • Experience coaching and training team members
  • High levels of reliability
  • Adaptable approach to work and able to move easily between phone and face to face customer service situations
  • Strong PC skills with demonstrated ability to learn new systems and processes quickly
Please note: In line with Council's COVIDSafe Workplace Policy & Procedure all staff are required to be vaccinated against COVID-19.

Culture & Benefits

  • Hybrid work from home and office arrangements
  • Work 37.5 hours and enjoy a rostered day off approx. every 3 weeks
  • Long service leave after 5 years, then accrued monthly
  • 18 weeks paid parental leave
  • 3 extra grant days at Christmas to ensure you have time to enjoy the holiday
  • Annual performance reviews and Award increases
  • Opportunity to sign up as a fitness passport member
  • Various health & well-being initiatives (i.e. flu vaccinations, skin checks, etc.)
How to apply

We have a two stage interview process. The first stage of the interview process is the completion of the below questions. Please ensure you give full answers, showcasing your abilities and experience. Your answers, in conjunction with your resume, will determine if you are invited to an in person interview. This is normally the final stage in the interview process.

Please note you do not need a "password" to use our on-line application system. In addition to answering the on-line questions shown below, this position requires you to attach your Resume to complete the application process. Please note, you are not required to submit a cover letter or a statement addressing selection criteria. .

Closing Date: Sunday 2 April, 11.30pm

If you would like to know more, please see the position description or contact Sue Sghabe on (02) 9952 8492 for a confidential discussion.

City of Ryde is committed to Equal Employment and Child Safety