Customer Service Coordinator

$92,230 - $106,536 yearly
  • South Perth City Council
  • South Perth WA, Australia
  • 15 Sep, 2021
Full time Customer Service, Receptions, and Complaints

Job Description

The City of South Perth (the City) is seeking applications from candidates to undertake the position of Customer Service Coordinator to join the Stakeholder and Customer Relations Business Unit.

The City’s talented workforce prides itself on delivering excellent service to the community, and is a unique and vibrant Western Australian municipality. Located only 4kms from the Perth CBD, the City borders the stunning Swan River on its Northern and Western boundaries, and boasts excellent access to important social, commercial and leisure infrastructure.

The successful candidate will be responsible for the effective delivery of the highest quality customer service and overall responsibility for coordinating both human and information resources within the Customer Service Team. They will be required to drive service improvement across the organisation and be the Subject Matter Expert (SME) for customer systems. The Customer Service Coordinator plays a leadership role in supporting, promoting, and enhancing the City's service delivery models including the Technology One, Request Management CRM and knowledge base

To be successful in this position you need to demonstrate;

Essential:

  • Proven experience as a successful people manager and leader in a change environment (preferably with previous experience as a team leader in a Customer Contact Centre/cashiering environment).
  • A strong understanding of customer service systems, including request management, knowledge, and telephony.
  • Experience of continuous improvement of business systems used within the contact centre and customer service environment
  • Well-developed written and verbal communication skills
  • Good negotiation/conflict resolution skills and high level of problem resolution alongside good interpersonal and people skills
  • Demonstrated ability to lead, coach, mentor and develop a customer service team.
  • Proven time management and organisational skills with the ability to meet deadline and balance conflicting work pressures.
  • Highly developed knowledge of computer applications, particularly in a Microsoft environment.

Desirable:

  • Demonstrated results in transforming business (process, people, and IT) systems to deliver improvements in efficiency, quality, and collaboration, particular in transactional customer service-related areas.
  • Familiarity with the operation of contemporary CRM systems
  • Awareness of contemporary best practices to customer service delivery
  • Comprehensive knowledge of customer service initiatives, preferably in a local government environment.
  • Acute appreciation of organization critical deadlines and information confidentiality

This permanent position is a level 8 which attracts a salary of $92,230 - $106,536 gross per annum plus superannuation. Our employees can take advantage of great working conditions and benefits including 5 weeks annual leave, training and professional development opportunities, health initiatives, and superannuation co-contribution options (up to 16%).

If you’re ready to be a part of a diverse and progressive team, please submit an online application using the ‘Apply Here’ button on the City’s website. As part of your online application form you will be prompted to complete relevant personal information and respond to online application questions. Supporting documents should be saved in .pdf format. Hardcopy applications may also be provided to the City of South Perth Civic Centre reception. (Applications in other formats that cannot be opened will not be assessed)

For more information regarding the position, please contact Danielle Cattalini, Manager Stakeholder and Customer Relations on 08 9474 0777 or visit the City’s website southperth.wa.gov.au/careers

Applications close at 4.00 pm on Sunday 19 September 2021.

Please note: Applications are considered as they are received and interviews will be arranged accordingly. The City reserves the right to close adverts early, therefore an early application is encouraged.

Job Closing Date

19 Sep, 2021