Customer Service Officer – Service NSW / Front Counter / Call Centre (V25/9605)

POSITION DESCRIPTION Counter / Call Centre Location /Branch/ Department: Katoomba and Springwood Office Communications & Customer Experience Customer Experience Service Position Classification: Band: 5 POSITION PURPOSE/OBJECTIVE To provide information and assistance on a wide range of Service NSW & Council functions in a professional, courteous and efficient manner. RELATIONSHIPS Reports to: Coordinator - Customer Experience Service Staff responsibility: Nil Key internal relationships: Liaison with staff at all levels of the organisation. Key external relationships: Residents; tourists and business sector; external agencies such as the ServiceNSW; community groups and other representatives. SPECIFIC RESPONSIBILITIES The position can be required to work at Katoomba and /or Springwood offices. Depending on need, positions shift quickly between front and back of house services. Services include but not limited to:  provision of first point of customer contact services (telephone and in-person);  provision of Service NSW services including agency functions ServiceNSW Transactions, such as but not limited to:  Must have specialist knowledge and training in Service NSW activities.  Provide Service NSW services to a wide range of customers performing a range of transactions within relevant operational policies & procedures.  Calculate fees and charges for services; collect and balance monies, calculate floats and issue receipts for services to Service NSW customers  Keep informed and take immediate action to update processes in Service NSW legislation and/or procedures.  Collate and send Service NSW information collected to ensure accurate records.  Lead/coach new agency staff in training to attain required level of competency. C:\Users\jgirard\AppData\Local\Micro Focus\Content Manager\TEMP\HPTRIM.16836\25 68729 PD-Customer Service Officer SNSW March 2025.DOCX Front Counters activities, such as but not limited to:  Provide the front-line response to customer enquiries and where applicable service those needs via direct action (eg advice, information, payments, etc) or establishing a workflow for action initiation (eg electronic Customer Service Requests).  Provide information and advice to all customers on Council policies, draft policies, codes, exhibition items, business items, community services and work programs as requested, referring to other Council officers for clarification and further information when required.  Provide advice, information and explanation with regard to a broad range of plans and documents to assist customers in completing applications to Council standards.  Calculate fees and charges for Service NSW and Council; collect, receipt and balance monies, calculate floats and perform end of day duties.  Maintain Council’s commitment to protecting personal information and ensure information is handled in line with Council’s Privacy Management plan. Call Centre activities, such as but not limited to:  Provide advice, information and explanation with regard to a broad range of Council Services.  Assist all customers in the compilation of Council applications or the sending out of such forms and applications as requested.  Register Customer Service Requests for customer issues, establishing a workflow for actioning  Provide information on the range of Council services and determine the best way to manage the customer contact in relation to a suitable and appropriate outcome for the contact.  Maintain Council’s commitment to protecting personal information and ensure information is handled in line with Council’s Privacy Management plan.  Team achieving a “First Call does it all” performance of min 80%.  Initiate action or workflows on incoming correspondence. Hours of Operation are generally 8.30am – 5.00pm, but this may be reviewed in line with broader organisational outcomes. COMMUNICATION The position communicates with customers such as ratepayers, community members, builders, Council service users and developers to provide information on the full range of Council and Service NSW services, policies and plans. The position requires excellent interpersonal skills to ensure that information and advice provided is clearly and easily understood by all customers. The position must be able to interpret and articulate processes to guide and coach new agency staff on Service NSW procedures. The position must relate to people from diverse backgrounds and requires good interpersonal skills to exchange information, negotiate task allocation and work effectively and safely with others. C:\Users\jgirard\AppData\Local\Micro Focus\Content Manager\TEMP\HPTRIM.16836\25 68729 PD-Customer Service Officer SNSW March 2025.DOCX JUDGEMENT & PROBLEM SOLVING The position makes decisions and solves problems on a wide range of inter-related/inter-dependent issues involving varied levels of complexity, ambiguity and risk. Precedent is generally available from sources within the Council, and assistance is usually available from other professional/specialist staff in the work area. The position ultimately however gives advice/makes decisions for which the Council is held accountable. AUTHORITY The position establishes the credibility of the organisation with internal and external stakeholders and models the customer service culture of the organisation. It is required to advise customers on all facets of Council’s and Service NSW services, charges, policies and plans. In this, it requires the completion of tasks which require the use of advanced procedures and specialized skills and systems. Where an inquiry is out of the positions scope of knowledge, the inquiry will be referred to an appropriate staff member or other authority. SKILL, EXPERIENCE, QUALIFICATIONS & BEHAVIOURAL COMPETENCIES ESSENTIAL  Approved Individual User Identification Number issued by Service NSW to access DRIVES database.  Certificate level qualifications with relevant work experience, or an equivalent combination of relevant experience and / or education and training.  Demonstrated high level skills and knowledge in customer service. Ability to integrate information from diverse sources, often involving large amounts of information including understanding of relevant legislation, statutes and codes and the application of that knowledge in the context of the local environment.  Demonstrated excellent communication and interpersonal skills to provide simple and complex information, resolve conflict and relate well to a diverse range of customers.  Demonstrated experience to use computer systems to retrieve, locate and distribute information and maintain systems.  Ability to interpret and explain plans, forms, applications and other documents requested and used by internal and external customers.  Ability to carry out cashiering activities including operating cash systems, cash balancing & receipting  Ability to work unsupervised and as part of a multidisciplinary team  Ability to maintain confidentiality.  Current Drivers Licence. DESIRABLE  Experience in Local or State Government  Knowledge of council or Service NSW functions, operations and organisational structure  Certification as Justice of the Peace  Cert III in Customer Service C:\Users\jgirard\AppData\Local\Micro Focus\Content Manager\TEMP\HPTRIM.16836\25 68729 PD-Customer Service Officer SNSW March 2025.DOCX

Location: Perthville, AU

Posted Date: 5/3/2025