• Permanent Part time 22.5 hours per week, working pattern Monday, Wednesday and Thursday 7:55am to 5:10pm
• $75,252.28 per annum (pro rata) plus Superannuation
• Join the Customer Experience team

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.
• Tailor your approach and interactions to ensure all customers receive an excellent experience.
• Contribute to a collaborative team environment which shares responsibility for managing customer enquiries and workloads to deliver positive outcomes for our customers. 
• Undertaken appropriate clerical and administrative tasks associated with customer requests and applications.
• Deliver a proactive and analytical approach to resolving customer interactions through effective questioning, negotiation, and conflict management.
• Develop positive and collaborative working relationships with other business units of Council to achieve positive outcomes for our customers.

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

• Demonstrated experience within high volume contact centre and/or face-to-face environments.
• Experience in using a contact centre systems, including customer management or request tracking systems.
• High level of discretion, diplomacy, and confidentiality in dealing with members of the general public.
• Ability to establish good and respectful working relationships with all Council staff and other.
• Excellent verbal and non-verbal communication skills to empathetically manage customer enquiries and sensitively manage customers displaying challenging behaviours.
• A broad organisational knowledge and understanding of current Council and community issues.
• Commitment to quality customer service provision and ability to follow through all enquiries effectively and efficiently.
• Able to provide a high level of customer service in a multiskilled contact centre environment and face-to-face environment.
• Experience working in an administrative environment with a strong customer and team focus.
• Good written communication skills to enable the preparation of routine correspondence and record keeping.

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. #LI-Hybrid

We are seeking an experienced and Trade qualified Field Service Technician, with a main responsibility of servicing, fault-finding and breakdown requests to join our Bosch Rexroth group in Clayton Victoria.

Position Tasks:

• Respond to external service and breakdown requests.
• Installation and commissioning on large hydraulic projects.
• Serves our customers’ needs to be studying the system requirement and developing proactive responses to faults, maintenance or modernisation topics.
• Fault-finding diagnosis and product analysis reporting.
• Hydraulic system fault finding and testing.
• Ordering and gathering components, installation, performing tests, identifying further repairs, identify any spare parts opportunities.
• Maintaining customer confidentiality.
• Prepare service quotations and follow up the customer.
• Upload all relevant External Service documentation including vendor quotations, delivery dockets, service quotations, service reports.
• Ensures quality control through documenting of tests and installations including the supplying of customer documentation.
• Conduct on-site inspections, repairs, installations and testing on Hydraulic components and associated equipment.
• Regular customer contact and client management, offering best solution.

Leidos builds surveillance and reconnaissance technology utilised on underwater autonomous vehicles. Our Team at the Waterhen workshop will build, test, diagnose and repair the equipment.

We support operating teams around Australia. We work with the customer's technical organisation and support the end users by maintaining in-service equipment and providing technical assistance.

Applicants must be Australian Citizens and be eligible to obtain and maintain an Australian Government Security Vetting Agency (AGSVA) Clearance.

Technicians responsibilities include:

• Conduct Goods Inwards receipt and inspection – including raising Non-Conformance Reports (NCRs)
• Plan, coordinate and conduct Preventative Maintenance activities on delivered systems
• Perform fault-finding and conduct investigations into customer-reported system defects
• Maintain an annual activity plan for all Preventative Maintenance
• Advise external customers for troubleshooting, diagnosis and repair of systems (via phone)
• Support Inventory management – including inventory movement and accounting of Leidos assets and CMCA

Occasional local and interstate travel may be required to perform maintenance and support technical investigations at end-user locations.

Make your mark

As the first point of contact for any inbound calls to the Shift business, you will partner with Shift customers to deliver on their needs through the taking of inbound calls, problem solving of client queries, and the effective onboarding of Shift customers to our platforms. You will have supportive management who will help develop your skills with regular catch ups, career development programs and annual reviews while you thrive in a fast-paced sales environment.

This role will give you the opportunity to focus on understanding each customers needs, delivering the best solution for their situation, and ultimately provide great Customer Service.

How you will make a difference

• You manage all inbound calls and emails from business owners, brokers and customers regarding the platform and general enquiries.
• Assess customer needs/ problems and refer/ recommend the right product 
• Support the sales lifecycle from initial inquiry through to implementation and follow up. 
• You will provide solutions to enquiries through your problem-solving skills and provide excellent customer service.
• You will assist with the onboarding of new customers to the shift platform and divert calls to the appropriate department where necessary.
• Undertaking market research on competitor products and market changes
• Following up with customers to seek feedback and ensure a positive end to end experience
• Providing reporting and analysis support to leadership