Georges River Council

Customer Experience Advocate

Customer Experience Advocate

About our Council

Georges River Council is a leading, people-focused organisation with approximately 600 staff members. Our people are working to make the Georges River area an accessible, green, diverse and innovative community and economy. We are dedicated to providing vibrant public places, sustaining and developing a thriving creative culture, helping protect our natural environment, and making our suburbs more liveable.

We are seeking energetic, passionate, and customer-focused individuals to join our Customer Experience Development team. We are upbeat, resourceful, determined and put our staff and community at the core of what we do. We're always looking for ways to deliver a positive customer experience in every interaction. Be a part of it, let's get something started.

About the Role

The Customer Experience Advocate is responsible for providing quality customer service to meet the expectations and needs of the community through the management of complaints, investigation and resolution of customer enquiries and partnering with internal stakeholders as a ‘Customer Experience Business Partner'.

As a Customer Experience Advocate you will ensure that all customer complaints to Georges River Council are dealt with in an effective and efficient manner and creates excellent customer relationships during the process. The Customer Experience Advocate acts fairly towards both the customer and the organisation and ensures each complaint and enquiry is addressed in an equitable, objective, and unbiased manner through Council’s Customer Feedback and Complaints Management Policy and Council’s Customer Experience/Service Commitments.

What we Offer

• Permanent, Full-Time - 70 hours per fortnight 
• Salary from $78,993.86 - $91,456.91 per annum plus 11.5% superannuation
• Deliver innovative services that promote and support our community
• Flexible working arrangements including a 9-day fortnight, hybrid work arrangement, flexible start and finish times
• Additional Health and Wellbeing paid leave
• Additional three grant days of paid leave over Christmas 
• Employee Assistance Program
• Salary Packaging Options
• Sponsored Study Program
• Employee Rewards Program
• Ongoing Education and Resources

What we are looking for:

• Tertiary qualifications in a relevant field, e.g. Business, Administration, or communications.
• Minimum 3 years’ experience in complaints handling, managing unreasonable customer conduct or similar.
• Previous experience in a senior customer service role at a complex organisation
• Strong customer orientation along with customer advocacy skills and ability to problem solve.
• Previous experience resolving complaints and problems in a systematic manner.
• Exceptional verbal and written communication skills including report writing.
• Excellent time management with experience working under pressure dealing with challenging situations and conflicting priorities.
• Self-driven, positive and hardworking attitude.
• Ability to work effectively with staff from all levels of the organisation.
• Ability to effectively liaise with customers form Culturally and Linguistically Diverse backgrounds.
• Experience with Microsoft Office, Customer Request Management System and Records Management System.
• Knowledge of external dispute resolution options.
  

Desirable

• Knowledge and understanding of local government processes and procedures.
• Ability to speak a community language (e.g. Arabic, Mandarin, Cantonese, Italian, Greek, Macedonian or Vietnamese).
• Accredited Justice of the Peace or eligibility to become a Justice of the Peace. 

This role requires a high customer focused approach and a can-do attitude to engage and influence key stakeholders to achieve the best outcome for Council and the community.

If you have made a positive commitment to further your career and you possess the attributes located in the Position Description essential criteria, then please submit your application today.

For further information on this role, please contact Michelle Cowie, Coordinator Customer Experience Development on 02 9330 6401.

Applications must be completed and submitted via our website. Closing Date: Monday, 10 February 2025 at 11.59 PM AEST

Offers of employment at Georges River Council are contingent upon satisfactory results of a thorough background check.

Georges River Council aims to be a leading, people-focused organisation delivering outstanding results for our community and city. We foster our values of Accountability, Professionalism, Unity and Honesty and take pride in promoting the image of Council in the community.

We are committed to building a workplace culture that values diversity and inclusion, and welcome applications from Aboriginal and Torres Strait Islander people, workers of all ages, people with disabilities, people who identify as LGBTQIA+ and those from culturally and linguistically diverse backgrounds.

At Georges River Council we are committed to putting children first and championing child safety within our community. We actively advocate for the rights of children and young people and will uphold our commitment as a child safe organisation.

Please note you must be an Australian or New Zealand citizen or a permanent resident or have unlimited working rights (with no Visa restrictions) in Australia to apply for this position.