PERSOLKELLYhas a great opportunity to for a Customer Experience Officer for our client based in Townsville with full time hours 38 hours a week. This position will work to deliver exceptional customer service to the community, whilst continuing to innovate and create value in all work undertaken by Council. This work will be delivered through collaboration with the leadership team and in consultation with the Townsville community. Requirements of this role: Deliver an outcomes-focused and value-adding culture where leaders and staff take personal accountability for delivering on Council's Corporate Plan and policies. Follow reasonable directions to maintain business continuity of critical business activities in the event of an unplanned disruption, including but not limited to a disaster or event. Ensure a high level of customer service and professionalism is provided to the community and council customers by effectively managing customer enquiries, service requests, applications, and transactions across multiple service delivery channels with accuracy. Ensure the documents provided meet the current Information Privacy Act legislative requirements in terms of the collection and removal of personal information. Ensure all documentation retrieved and maintained meets record management practices and standards stipulated by Legal Services. Deliver an excellent customer experience at the point of contact in a positive, courteous, and knowledgeable manner. Promote council programs and services to customers including available self-service options. Maintain currency of Council knowledge, services and processes through continuous learning and participation in customer service training programs. Identify continuous improvement opportunities and apply judgment and initiative to improve customer satisfaction and the customer experience. Act as Subject Matter Expert in at least one area of Council Services. Assist the Team Leader in the development, mentoring and coaching of less experienced staff. Key Requirements: Experience working in customer service or records management roles in large and diverse organisation. Strong verbal and written communication skills including the ability to organise and communicate information clearly through a variety of customer contact channels. High level customer interaction skills developed from experience in a customer contact environment. Highly developed skills in administrations, cashiering and computing, including keyboard accuracy. (Desirable). Knowledge of records management practices including an understanding of computerised records management systems. (Desirable). Ability to exercise judgment and initiative where procedures and practices are not clearly defined. High level ability and enthusiasm to learn new processes, practices and procedures which contribute towards Council objectives. Proficient in the use of the Microsoft Word and Excel (Desirable). Current "C" class drivers licence Sound understanding and practical use of council business management systems If you are interested in this role and have the relevant skills, click apply today or email Aaliyah at persolkelly.com.au for further a discussion Who are we At PERSOLKELLY, our passion is - and always has been - putting you first. We propel our people forward by supporting their careers in fresh ways, backed by our expertise and capability. We're committed to creating a safe and inclusive environment which values and respects diverse styles, backgrounds, experience and perspectives. We welcome and encourage women, people of Aboriginal and Torres Strait Islander descent and people from diverse backgrounds to apply. So it's over to you. If you would like to join our team, please APPLY now. To learn more about working with PERSOLKELLY, we encourage you to visit our website. Follow our LinkedIn page at linkedin.com/company/persolkelly for the latest updates and insights.