About the role In this role, you will provide prompt and customer focused service as the first point of contact for enquiries and complaints. Work type: Casual Classification: Band 4 ($44:00 p/h) Key responsibilities include: Providing our customers, a proactive and seamless customer experience by meeting their transactional needs and providing service knowledge and expertise. Educating and supporting our customers to become comfortable and familiar with Tier 0 (Online) services. Assisting all customers with initial enquiries and where necessary refer customers to specialist support for Tier 2 (Managed support) services. Facilitating conversations and initiating processes (e.g. – accessibility parking permits) on behalf of other government agencies and third-party providers. Supporting projects in the establishment and development of programs, systems and procedures that impact the delivery of customer service. Responding to and managing enquiries in an efficient, professional manner in accordance with governing acts, regulations policies and procedures on an extensive range of services. About you To be successful in this role, you will have excellent communication and customer relation skills. Essential Experience: Demonstrated experience and skills in customer service. Experience in the delivery of customer services in person, over the phone and online in an efficient and customer focused manner. Understanding of cash receipting and recording through a computerised system. Ability to use modern office and computer equipment including keyboard skills. Experience in the handling and/or reconciliation of monies. Ability to work independently and display initiative. Understanding of the City’s Human Resources practices including Equal Employment Opportunity and Occupational Health and Safety (OH&S). Flexible and available to work across our 3 customer service centres and our call centre including working outside of normal business hours where required. If this sounds like the role for you, then click apply now Create our future together at the City of Greater Geelong At the City of Greater Geelong, we are committed to working together for a thriving community. We do this by delivering over 130 services to our rapidly growing population and working hard to protect and improve what it is that makes Greater Geelong on Wadawurrung Country such a great place to live, work and study. We’re going through an exciting period of change that will help us serve our community better. From digital modernisation to the contemporary, sustainable office we've built in Central Geelong, now more than ever is a great time to join our team at the City of Greater Geelong. Our Community is made up of diverse people from all walks of life, and it’s important to us that our workforce represents and celebrates this strength. We encourage great people from all backgrounds to join us. We encourage authenticity, because inclusion makes us stronger. If you’re excited about working together to create a Clever and Creative Greater Geelong, and joining a workplace where all people can thrive, then hit apply – we’d love to meet you We particularly welcome and encourage applications from Aboriginal and Torres Strait Islander people, people with diverse culture and linguistic backgrounds and people with disability. A career with us Central Geelong-based City employees are now based in our new Civic Precinct, Wurriki Nyal. Meaning ‘speak and talk together’ in local Wadawurrung language. Wurriki Nyal sets the benchmark for what a sustainable, inclusive and culturally safe workplace can be, including industry leading sustainability standards, a flexible and people-focused design, safe and inclusive spaces and public realm. We’re committed to supporting better accessibility for our customers and our people. We encourage you to talk to us about any adjustments or additional support you may require during the recruitment process, as well as how this role can be flexible for you. We offer: salary sacrificing and novated lease options cultural and ceremonial leave study leave paid parental leave (16 weeks primary and six weeks secondary) and superannuation payments on all 52 weeks primary parental leave IVF, surrogate and miscarriage bereavement leave training and career development opportunities a healthy and safe environment our employee wellbeing program corporate membership rates at Swim Sport and Leisure facilities unlimited access to LinkedIn Learning Applications and Enquiries Click the Position Description link to view more information about this position. Enquiries: Dana Vickers | Team Leader Customer Contact Centre | dvickersgeelongcity.vic.gov.au Click the Apply button to submit your application or find out more about this opportunity. If we can assist you with any reasonable adjustments in order to submit your application for this role, please contact the Talent Acquisition team via email at careersgeelongcity.vic.gov.au noting your preferred method of communication and contact details and a member of the team will be in touch. We collect demographic data to help us learn who our advertisements are reaching and how we can reach an even more diverse audience. We are committed to building a more diverse team. Your responses to our demographic questions are strictly confidential and will not be individually shared.