Bundaberg Regional Council Position Description

Bundaberg Regional Council
Position Description

Part 1 - Role Particulars

Job Title: Customer Service Officer

Classification Level: Level 2

Date prepared: 24th October 2008
Role Purpose:
A Customer Service Officer is a fundamental Council team member,
promoting a positive and professional image of Council by the
provision of service to the community.
Customer Service Officer’s act as the ‘face’ of the Council, they are
required to deliver a high standard of customer service internally and
externally through maintained knowledge of general council processes
and possess an empathetic nature.
Each team member is required to determine and satisfy individual
customer needs, possess excellent communication and interpersonal
skills and deliver a high standard of service.
A Customer Service Officer will be required to attend customer
enquires submitted via Council’s Call Centre, attend cash receipting
duties and over the Counter enquiries made at any one of Council’s
four Service Centres.
A customer service officer will maintain functions within call
centre operations and arrange for data entry into Council’s
Corporate systems including Council’s customer request
system.

Reports To: Customer Service Team Leader

This position also has a functional working relationship with all
Directorates of Council.

Roles Reporting To This: Nil
Key • Departmental Director
Relationships/Interactions • Branch Manager
(Internal and external)
• Supervisors
Decision Making Authority: • Other Council Staff
• Contractors

• Government Departments

• Ratepayers

Within delegated authority and in accordance with Council Policies

Rev. No. 1 (Draft)/Request for Letter of Offer Approved by: /Issued: /Review:

Part 2 – Person Specification

Qualifications and Experience expected
• Demonstrated knowledge of and experience in office administration support activities
• Provide confidential, client-focussed high quality administrative support
• Demonstrated ability to build relationships with internal customers & stakeholders as well as
external organisations.
• Demonstrated experience in work flows and the meeting of deadlines
• Demonstrated time management principles that can be used to assist in managing outcomes
within set guidelines

Technical skills and abilities
• Sound knowledge or the ability to acquire knowledge in the applications of Council work practices,

policies, procedures and guidelines
• Demonstrated ability to gather data generated from Council’s corporate information systems to

ensure efficient and effective delivery of Directorates requirements
• Demonstrated interpersonal, oral and written communication skills, with the ability to consult,

communicate and problem solve effectively in a multidisciplinary environment within set
guidelines.
• Demonstrated ability to prioritise tasks, meet deadlines and work with general supervision.
• Demonstrate sound organisational and problem solving skills.
• Provide document and records management support and correspondence distribution.
• Prepare general correspondence for consideration by Manager where appropriate.

Part 3 – Selection Criteria

• Demonstrated ability to provide confidential, client-focussed quality administrative support
to fulfil the role purpose of the position

• Demonstrated ability in work independently or in a team in a professional and positive
manner with the ability to be tactful and discrete when dealing with matters of a sensitive
nature.

• Demonstrated ability to prioritise tasks, meet deadlines and workflows using Councils
desktop software packages where appropriate.

• Sound interpersonal skills with a demonstrated ability to communicate effectively and
present a customer focussed approach to people at all levels within the public and private
sectors.

• Demonstrated ability to provide administrative and secretarial support including the
utilisation of Windows desktop software applications for the timely and accurate
presentation of correspondence, reports, tables, policy documents and electronic slide
presentations.

Rev. No. 1 (Draft)/Request for Letter of Offer Approved by: /Issued: /Review:

Part 4 - Role Clarity • Provide effective and courteous ad
• Word processing
Role Clarity Statement • Telephone enquiries
Key Result Areas (Areas of • Staffing of the reception area
• Photocopying and facsimile o
Responsibility and • Distribution and collection of
Accountability) • Customer service
Administration Support
• Assist in the preparation of monthl
Supervisory Skills • Provide administrative support to t
Communication / • Prepare general correspondence fo
Interpersonal Skills • Assist in maintaining Councils corp
Legislative
• Daily completion of relevant paper
Behaviours progress reports, as required

• Communicate with team members
departments and ratepayers

• Work as part of a team supporting

• Corporate recordkeeping is the r
Bundaberg Regional Council ‘Corpo

• Observe Council’s Workplace Healt
Workplace Health & Safety Act
Protection Act 1994 and the Enviro

• Project and promote the image of
• Effectively communicate with differ

members to operational staff and t

Rev. No. 1 (Draft)/Request for Letter of Offer Approved by: /Issued: /Review:

Major Tasks

dministrative support, reception and general office duties including:

a - when required
operations

mail

ly reports
the Directorate as required
or consideration where appropriate
porate data base systems in an accurate and timely manner

rwork and monitor documents flows, take follow-up action and prepare

s; other supervisors, other Council staff; contractors; government

g fellow workers to work effectively to achieve team objectives
responsibility of all staff. This position is required to comply with the
orate Recordkeeping’ Policy and associated procedures.
th and Safety and Environmental policies and procedures, comply with the

1995, Workplace Health and Safety Regulation 1997, Environmental
onmental Protection Regulation (1998).

Council as being efficient, courteous and customer based-focus.
rent levels of the organisation from Mayor, Councillors, Directors, team
the public.

General

In order to enable a sustained systemic improvement to our delivery of products and service,
Bundaberg Regional Council has implemented the Australian Business Excellence Framework
in Local Government (ABEF). Adoption of this framework requires all staff to commit to the
continuous improvement of outcomes for all stakeholders and customers of Council. The
values which govern the conduct of management and employees are driven by the Principles
intrinsic to the ABEF, and include: loyalty, respect and trust; corporate teamwork;
excellence and best practice; open, fair, accountable and efficient work practices; and staff
development as defined in the Code of Conduct.

This is a description of the job as it is at present constituted. It is the practice of this
organisation periodically to examine employees' job descriptions and to update them to
ensure that they relate to the job as then being performed, or to incorporate whatever
changes are being proposed. This procedure is jointly conducted by each manager in
consultation with those reporting directly to him or her. You will, therefore, be expected to
participate fully in such discussions. It is the Organisation’s aim to reach agreement to
reasonable changes where identified.

Whilst employment is in the position described in this document it is understood that
employment is with Bundaberg Regional Council. In the event of organisational change or
restructure, Council may require employees to undertake other roles for which they are
qualified and capable of performing. Council does not change positions for the purpose of
“de-skilling’.

All employees are bound by the requirements of the Local Government Act 1993 to act with
integrity, and in a way that shows a proper concern for the public interest.

This position may be involved with persons under the age of 18, and it will be a requirement
to undergo a Working with Children Check and obtain an approved suitability card for child
related employment, per the Commission for Children and Young People Act 2000.

As part of any recruitment for this position, Council may require the applicant to undertake a
Criminal Records Check, Physical fitness test and psychometric testing prior to appointment.

Assessment Method

A development appraisal will be undertaken at least once each year by the supervisor. The
process will be that used for appraisal and development of Council employees and a detailed
consideration of any objectives and performance indicators set out in this document. A
development plan (if applicable) to achieve objectives set and measure their achievement will
be incorporated in the review. Participation in this process means being involved in the
scheme as an appraisee, an appraiser, or both.

Rev. No. 1 (Draft)/Request for Letter of Offer Approved by: /Issued: /Review:

Position: Customer Service Officer

I hereby agree to abide by Council values and the Local Government Act 1993 and that this
position description clearly outlines the specific responsibilities and duties that are to be
carried out as part of this role of which I agree to perform at the best of my abilities. I also
understand that the selection criteria represent the minimum requirements to perform the
duties at the current level.

Signature of Incumbent Signature of Manager/Supervisor
Print Name Print Name
Date Date

Rev. No. 1 (Draft)/Request for Letter of Offer Approved by: /Issued: /Review: