Business Support Officer - Customer Service

About Us

Gunnedah Shire Council is an integral part of the Gunnedah community, a vibrant, warm and friendly town surrounded by the expansive Liverpool Plains and framed by the Kelvin Ranges. The Koala Capital of the world offers much more than just our famous furry friends! With a population of approximately 13,085 Gunnedah is a commodity hub and major destination on the intersection of the Kamilaroi Highway Touring Route and Oxley Highway. Here at Gunnedah Shire Council, we are committed to providing a friendly and helpful service to all stakeholders and a liveable and accessible community for all ages and demographics. Additionally, we are proud to promote economic and business development in the region.

It is important to note that we are not only invested in the people of Gunnedah, but also heavily invested in our employees and their future careers. 

The Opportunity

Reporting to the Team Leader Customer Service, the role will primarily be responsible for first point of contact customer service.

More specifically, your core responsibilities will include (but will not be limited to):

• Be the first point of contact for customers via telephone and counter enquiries providing pleasant, accurate and timely responses on Council Services, products and activities.
• Ensure all correspondence is completed to the highest standard and meets Council's policies and procedures relative to corporate records management and the Customer Service Charter.
• Ensure all customer enquiries are identified and completed with a high level of efficiency, accuracy, friendliness and with a solution oriented approach to foster goodwill and promote a positive customer service experience.
• Provide frontline customer service functions.
• Undertake accurate and timely cashiering duties including receipting of payments and end of day reporting processes.
• Possess a high level of knowledge relative to legislation, policies, processes and standards relative to Local Government, Privacy Laws and Gunnedah Shire Council.
• Have a broad knowledge base of Council's departments, functions and responsibilities.
• Maintain confidentiality,  privacy  and  discrete  handling  of  customer  enquiries  and  concerns  with compassion and as required by law.
• Provide Key User support for the team.
• Prepare and distribute memos, reports, correspondence, agendas and other attachments as requested by team members.

Our next Business Support Officer - Customer Service

The ideal candidate will have;

• Qualifications in Business or Office Administration or equivalent of 3 years' experience in a high demand office environment.
• High level written and verbal communication skills with a high level of attention to detail and an ability to work under pressure and to strict deadlines.
• Demonstrated excellent customer service skill and management techniques in both face to face and phone interactions.
• Ability to show initiative, work independently and also operate efficiently as part of a team.
• Demonstrated experience in cash handling and reconciliation procedures.
• High level computer, systems and database skill, including Customer Record Management Systems..
• Demonstrated commitment to continuous improvement.
• Excellent time management skills with the ability to assess and prioritise workloads.
• Demonstrated commitment to the principles of Work Health and Safety and Equal Employment Opportunity.

What We Offer

Some of the benefits working for Gunnedah Shire Council include:

• 35 hours per week
• 4 weeks annual leave
• Rostered day off every 3 weeks
• Learning and development opportunities
• Access to employee wellbeing programs
• Salary packaging options
• Active social club 

Annual salary of $60,986 - $67,317 + Superannuation 

For further information regarding this role please contact Jodie Renton, Team Leader Customer Service, on 02 6740 2100 or see the position description.

How to Apply

Please read the Position Description by clicking on the link above.  It is important to read this carefully to understand what the job involves.

No candidate will meet every single desired qualification or skill.  If your experience looks a little different from what we have identified and you think you can bring value to the role, we would love to learn more about you!

If this sounds like you, click the Apply button below, complete the application form. Please ensure you answer all questions and upload a current resume and cover letter outlining your suitability for this role, as well as any copies of relevant qualifications that support your application.

Applications close: Thursday 2 May 2024 at 5:00PM

Further information

As part of the recruitment process, suitable applicants will be required to complete pre-employment screening which may include relevant background checks, functional capacity assessment and drug and alcohol screening.

Our recruitment process is primarily via system generated emails.  Please ensure your email is correct before submitting your application to avoid missing crucial updates and outcomes.

Email notifications may include application confirmation, interview invitations, request for references, and application outcomes.  Please check your email regularly, including your junk email.

Council is an equal opportunity employer is committed to a merit-based workforce that encompasses inclusiveness and diversity in an environment of mutual respect. We invite, encourage, welcome and value candidate of all ages and from all backgrounds.

For all enquiries regarding the application and recruitment process, please contact the People and Culture team on 02 6740 2194 or PeopleandCulture@infogunnedah.com.au