• Permanent Full Time
• $73,776 per annum
• Work across the Hume Municipality 

Hume City Council is one of Australia’s fastest growing and culturally diverse councils. We put the customer and our community at the centre of all that we do, ensuring our services are efficient and accessible.

The Customer Service Officer is responsible for providing a positive customer service experience as first point of contact to Council’s customers.

What you’ll be doing:

• Deliver customer service from any frontline touch-point of the contact centre to deliver an omni-channel experience. This will include phone, face-to-face and online/digital channels, and rotation between customer contact centres within Hume City. 
• Efficiently and effectively manage complaints, enquiries and requests on all of Council’s services and operations.
• Provide accurate, timely and courteous information and assistance to customers in all aspects of Council operations.
• Deliver a proactive and analytical approach to resolving customer interactions through effective questioning, negotiation, and conflict management.
• Perform cashiering duties, receipting & balancing of cash float ensuring that there are no discrepancies at the end of day.
• Contribute to a collaborative team environment which shares responsibility for managing customer enquiries and workloads to deliver positive outcomes for our customers. 
• Develop positive and collaborative working relationships with other business units of Council to achieve positive outcomes for our customers.
• Maintain a strong commitment to social justice and inclusion, by providing respectful and culturally appropriate support to customers from culturally and linguistically diverse backgrounds, and people of all abilities.
• Facilitate the use of Council’s multilingual communication services to assist customers in their preferred language.
• Undertaken appropriate clerical and administrative tasks associated with customer requests and applications.

The skills and experience you’ll bring to the role:

• Demonstrated ability to utilise customer service and contact centre software applications including Telephony, Knowledge Management, Customer Management and/or Request tracking systems.
• Able to provide a high level of customer service in a multiskilled contact centre environment and face-to-face environment.
• Experienced at problem solving and able to employ empathy, good judgement, and flexibility to meet customer needs.
• Sound understanding of how to work with customers from culturally and linguistically diverse backgrounds.
• Ability to manage challenging customer conversations including customer complaints and feedback consistent with organisational policies, procedures, and values.
• Proficiency in a language other than English, relevant to Hume City’s community, is highly desirable.

Why Hume City Council?

A leader in local government, we’re committed to creating an inclusive and collaborative work environment that is guided by our values:

We’re better, every day: We give things a go and value progress over perfection. We have permission to go for it and are expected to reflect and learn.

We’re in it together: At Hume, everyone matters. We Welcome and include all. Respect and safety are expected.

We show up: We empower and trust others and own our work. We rise to the challenges and are expected to do what we say we will.

All for Hume: We strive to achieve our best for the Hume Community. We are proud and passionate about working towards better outcomes and expect they are at the centre of everything we do.

We offer a competitive salary package, professional development opportunities, and a supportive work environment.

A child safe organisation and an equal opportunity employer. Council encourages people of all ages, people with disability, Aboriginal and Torres Strait Islander people and people from culturally diverse backgrounds to apply.

All candidates will be required to undertake background and probity checks including Reference Checks, Working with Children Check, and a Criminal Record Check.

As an ALDI Executive Manager Store Operations , you will be the driving force behind multiple store locations, shaping the future of retail and inspiring excellence in every facet of your role. Your leadership will touch the lives of both employees and customers, setting new standards for operational efficiency and customer satisfaction. This role is a permanent role, looking after Minchinbury region.

We’re looking for leaders who can bring their interpersonal skills, commercial awareness and management abilities developed in other industries to ALDI.  If you’ve not had experience in retail, that’s ok, we’ve got lots of knowledge and experience to share.  We will provide you with a comprehensive training plan and mentor from day one.  With our hands-on training, you'll develop skills that will not only elevate your career but also enrich your personal journey.

What does the role involve?

• Leading, mentoring and empowering a team of 5-6 Store Managers to ensure all stores run smoothly, helping to keep our customers Australia’s most satisfied.
• Working with your Store Managers to recruit, train and develop the next generation of leaders in our stores.
• Continually looking for ways to improve the quality and efficiency of your stores.
• Overseeing the operational and financial performance of multiple stores, ensuring targets are met, and strategies are implemented effectively.
• Ensuring the safety and wellbeing of your team members.

We are seeking to engage with a client focused, professional and entrepreneurial Senior Project Manager who wishes to join a proactive team. Working across career defining projects in Retail, Hospitality, Healthcare and Commercial industries, you will join the Colliers team to benefit from exposure to all manner of clients. You are joining a business that focuses on working together, client service and identifying and driving new business.

Your role will be to:

• Manage and promote the business development and marketing of potential projects including proposal preparation, contract negotiation with prospective clients and award of new projects.
• Ensure that the project scope is delivered on time and within the client’s budget.
• Maintain accurate and current project records.
• Build and maintain ongoing relationships with clients and contractors.
• Identify and mitigate project risks that may have an impact on the budget, program and quality.
• Identify opportunities for budget savings.
• Ensure that the project status and issues are reported via budget worksheets.
• Identify areas to improve site operations and space utilisation.
• Ensure that all documentation is brand compliant in order to be recognized as a market leader.
• Oversee the quality of work being performed to determine compliance with relevant specifications and workmanship standards including the BCA.

Why is this an exciting opportunity.

Be a part of the Publicis Groupe family, one of the world’s most progressive and dynamic modern communications businesses, enjoying all the perks that come with our network offering:

• A comprehensive Wholeself program assisting Physical, Mindful and Financial wellbeing.
• A creative, fun and rewarding office environment backed up by our Publicis Liberté flexibility approach “working your way, with us!”
• Access to our Global AI Platform, Marcel, connecting Publicis Groupe staff with opportunities for career mobility and collaboration across our global network
• Extensive Learning & Development opportunities, including more than 15,000 learning programs via our online learning platform Marcel Classes
• A culture of open feedback and aid to achieve your goals through our Career Conversations program.
• A driven Diversity, Equality, and Inclusion strategy driven through our Viva! Women, Égalité, enABLE and Embrace (reconciliation action plan) programs.
• Work Your World program enabling staff the flexibility to work from anywhere in the world for up to 6 weeks per year.
• Parental leave policy with up to 18 weeks paid primary carer leave and generous secondary carer benefits.
• Access to counsellors, psychologists and staff through Sonder - an all-in-on digital wellbeing technology platform designed to assist psychological, medical & safety needs.

SPARK FOUNDRY VALUES

• Allsorts – We believe it takes Allsorts to get magical work. Diverse thinkers and diverse thinking. In what we do and who we are.
• Art and Evidence – Great ideas are only great ideas if they work. We believe it takes both Art and Evidence to thrive in the industry today. It’s one thing to dream it but another to prove it and it’s only great if you can do both.
• Royalty Makes Loyalty – There is a return on treating clients and partners like royalty. Advancing clients’ businesses, listening to their needs and delivering excellence at every step allows us to build lasting and rewarding relationships.
• Good Humans - Decency in everything we do. Be a Good Human, always. No matter who you are or who you think you are.

The transformation you will experience:

The Finance Manager is accountable for various specific deliverables of day to day, month end, financial reporting and budget tasks that will need to be performed including: Accounting Compliance, Financial Reporting, Client Finance & Contract Compliance, and Business Optimisation.

Your duties will include: 

·       Ensure compliance with Publicis Groupe operational and financial policies and processes as detailed in Janus

·       Complete strategies to enforce internal financial controls and guide implementation

·       Oversee Internal, FMC and External Audits to ensure compliance and implementing feedback into Company's accounting practices

·       Maintain Accountability for practices conducted by Re: Sources and Agency Finance Team

·       Direct month end review and reconciliations and submission to Groupe; Hyperion Financial Management (HFM) Review

·       Oversee month end P&L analysis including journals & revenue review

·       Assist with the preparation of Annual Commit and Reforecast submissions

·       Ensure Re: Sources performs daily and month end report functions to the required standard

·       Coordinating PO’s, client and supplier set up’s and ad-hoc financial requests

·       Oversee financial aspects of Client Accounts, including budgeting and contractual requirements

·       Preside over the improvement of Client Account Profitability, proactively seeking ways to grow business or improve profitability in collaboration with Client Finance Team

·       Accountable for monthly retainer and revenue accruals and sundry invoicing

·       Identify and communicate any financial risk and scope issues associated with client accounts

·       Provide advice on how to improve business financial situations, increasing revenue, reducing costs and accelerating cash collection from clients

·       Identify opportunities to create efficiencies, streamline processes and leverage resources to reduce costs wherever possible

·       Translate cost reduction strategies into operation by handling communication and implementation

·       Oversee monthly cost reports to assess success of strategies and implementation

What you’re looking for

·       An encouraging and collaborative culture

·       The opportunity to work across interesting projects and own processes

·       Fulfil your career goals in a business large enough to accommodate them - we have one of the top mobility programs GLOBALLY!

What type of person will be successful in this role

·       Ideal candidate would have prior Finance Manager experience and will have worked with BMD / SAP (optional)

·       Experience in a media agency

 ·       SAP (GL) / BMD (Media System) (Optional)

·       MS Office experience

·       Time Management

·       Attention to Detail

·       Strong problem-solving skills

·       Process Management

If you don’t tick every box in this ad, please don’t rule yourself out. Research suggests that women and other people in underrepresented groups tend to only apply if they meet every requirement. We focus on hiring people who share our values of inclusion, collaboration, adaptability, fearlessness, and integrity, rather than ticking boxes – so if this role resonates with you, please apply.

Diversity. Inclusion. Equity. More than just words, these are part of our DNA. At Publicis Groupe we are committed to the inclusion and recognition of all people; regardless of race, age, culture, ability, ethnicity, gender identity or expression, sexual orientation, marital status and religious affiliation. We believe that to deliver the best solutions to our clients, our people need to reflect the diverse communities in which our clients operate in. We value diversity and the skills, knowledge and experience that difference brings to our culture and solutions. 

Uniqueness is powerful; without it we wouldn’t be where we are today. So be you – we like it that way. 

We are committed to providing reasonable adjustments for people with disability or those that require additional support throughout the application process.  If you need any assistance or adjustments, please contact us via [email protected] - your personal information will be kept confidential.

At XE, we live currencies. We provide a comprehensive range of currency services and products, including our Currency Converter, Market Analysis, Currency Data API and quick, easy, secure Money Transfers for individuals and businesses. We leverage technology to deliver these services through our website, mobile apps and over the phone.   

Last year, we helped nearly 300 million people access information about the currencies that matter to them and over 350,000 people used us to send money overseas. Thousands of businesses relied on us for information about the currency markets, advice on managing their foreign exchange risk or trusted us with their business-critical international payments.   

At XE, we share the belief that behind every currency exchange, query or transaction is a person or business trying to accomplish something important, so we work together to develop new and better currency services that put our customers first.   

We are proud to be part of Euronext Worldwide (Nasdaq: EEFT), a global leader in processing secure electronic financial transactions. Under Euronet, we have brought together our three key brands – XE, HiFX and Ria Money Transfer – to become the business that XE is today.  

The purpose of the Complaints Manager is to effectively manage customer complaints, ensuring the reputation of Xe is protected and that all complaints are handled within regulatory guidelines.  

Working closely with the wider management team and support teams across the business, the jobholder will lead from the front in ensuring a high-quality service is being delivered to customers. This will include providing feedback to managers on individuals and processes, highlighting any concerns and making recommendations for improvement. 

Our principles 

AMBITION - We dream big, try things out and always ask “why not?” and “what if?” We’re ambitious in our thinking and our delivery 

RESPONSIBILITY - We get involved, bring our perspective and are always open to new ideas. We take personal responsibility 

COMMUNITY - We value a sense of belonging, trusting each other and encouraging authenticity. We contribute to our community 

What you’ll do 

• Investigate and handle global level 2 escalated complaints (written and verbal) for consumers and small businesses through to resolution, in line with the approach and timescales outlined in the complaint handling policy. This includes taking live escalated complaint calls and making proactive calls to clients throughout the handling of a complaint.   
• Exercise own judgement in the specific approach to take with individual complaints (written/verbal, timing of contact) and making informed and well-reasoned decisions in the event of financial outlay (gestures of goodwill).  
• Assist Compliance/Risk with compiling cases and regulatory reporting.  
• Review any customer feedback and respond where required. Daily management of customer feedback (Trustpilot/CSAT/Delighted surveys), providing responses and analysing trends. 
• Provide monthly MI and associated commentary to internal parties on Complaints and customer feedback as required– including identifying key trends, conducting root cause analysis and making recommendations for process improvement as appropriate to prevent reoccurrence. 
• Complete any complaint logs daily, ensuring all data and commentary is accurately entered. 
• Assist team members in Care and other support teams with Level 1 complaint responses, ensuring responses are within required regional timescales, working closely with Supervisors and Managers to address any training or coaching needs of individuals.  
  

Success Measures/KPIs 

The quality of the complaint handling will be monitored via audits. 

The quality of complaint resolution will be monitored against complaint regulatory body decisions.  

Who you are 

• Previous experience of managing escalated complaints in a financial services industry is essential.  
• Excellent verbal and written communication skills are needed in order to understand a client’s complaint and explain complex processes in a clear, straightforward but effective way.  
• A solution focused approach is required to persistently follow matters through to resolution  
• A high level of drive and motivation are necessary to achieve results whilst working cross departmentally, providing feedback and managing expectations at all levels, senior management through to team level.  
• The job holder should be quality driven, ensuring accurate data integrity and adherence to all processes. A strong team worker is required, with the ability to build and maintain strong cross functional working relationships.  
• The ability to work under pressure is essential, as is being someone who is change orientated.  
• A strong team worker is required, with the ability to build and maintain strong cross functional working relationships.  

 
Desirable 

•  Experience of writing and presenting reports 

• Competitive market-based salary 
• Annual Discretionary Bonus 
• Superannuation 
• Healthcare 
• 20 days annual leave increasing with each year of service (capped at 25 days 
• Paid day off for your Birthday 
• Discounted Euronet Employee Share Purchase Plan (ESPP) 
• Plumm Mental Health and Wellbeing  
• Volunteering day for a charity of your choice 

We want Xe to be a great place to work and to ensure that our communities are represented across our workforce.  A vital part of this is ensuring we are a truly inclusive organisation that encourages diversity in all respects. 

At Xe we are committed to making our recruitment practices barrier-free and as accessible as possible for everyone.  This includes making adjustments or changes for disabled people, neurodiverse people or people with long-term health conditions. If you would like us to do anything differently during the application, interview or assessment process, including providing information in an alternative format, please contact us on [email protected]