Customer and Visitor

Experience Officer

Customer and Visitor

Experience Officer

Classification

Band 3

Status

Casual

Division

Partnerships, Economy and Culture

Occupant

Vacant

Date

November 2021

About us From surfing to cycling to wining and dining and everything in between, Bass Coast provides the

perfect balance of rural, residential and holiday lifestyles for all to enjoy- all with stunning backdrops

of beaches, bushland and rolling hills.

A fast growing peri urban coastal shire with a strong focus on the balance of environment, economy and community. The environment is our economy. To meet the needs of our fast growing status our

organisation has been reimagined to meet the current and future challenges. Our organisation is

underpinned by the principles of:

We deliver

Placing the customer at the centre of everything we do and,

Being a part of something bigger

With a proven track record of investing in our people we attract high quality applicants who want to

contribute to our community, excel in their careers live the values of Excellence, Passion,

Imagination, Integrity and Courage.

Reporting to the Team Leader, Visitor Services Phillip Island, the Customer and Visitor Experience

Officer is responsible for providing enthusiastic and excellent customer service which exceeds the

expectations of customers at any of the Council’s Offices and Visitor Information Centres by

responding to and resolve general customer enquiries over phone and counter.

Provide frontline customer service,

information and assistance to the general

and visiting public on a range of matters.

Process and action customer requests through the online Request Management

System.

Perform receipting duties, and reconciliation

with revenue receipts and banking each day,

following guidelines and banking procedures.

Answering and responding to telephone

enquiries through the organisation’s

telephone system with a focus of ‘customer

at centre’ and in accordance with

organisational standards and processes.

Assist in the professional presentation of

reception areas and Visitor Information

Centre, including ensuring the immediate

entrance and grounds are maintained at all

times.

Provide general support and assistance to approved volunteers.

Key Responsibility Areas Perform general administrative tasks such

as ordering, stocking and updating

brochures, stocktake, sales and

presentation of merchandise.

Effectively assist with report preparation through recording and entering statistics,

and updating information to data bases.

Other duties will include processing

applications, processing disability parking

permits, receiving mail and deliveries.

Provide general administrative assistance and support to the Team Leader Visitor

Services Phillip Island or Team Leader

Customer and Visitor Experience and other

Teams as required and arranged by the

Coordinator Customer and Visitor

Experience.

Ability to travel and work at multiple sites.

Active commitment to our EPIIC values, Excellence, Passion, Imagination, Integrity,

and Courage.

Organisational Relationships

Coordinator Customer and Visitor Experience

Team LeaderVisitor Services Phillip Island

Visitor Services Officers

Casual Visitor Services Officers

Casual Customer and Visitor Experience Officers

Volunteers

Work Experience Visitor Services

Team Leader Customer and Visitor Experience

Senior Customer and Visitor Experience

Officer

Customer and Visitor Experience Officers

Visitor Services OfficerInverloch Community Hub

Trainee Customer and Visitor Experience Officer

Casual Customer and Visitor Experience Officers

The incumbent is responsible and accountable for:

Performing all duties in accordance with all

relevant goals, objectives, standards, and

policies;

Knowing, understanding and improving internal systems;

Following effective risk management practices,

identifying hazards in the workplace and

actively contributing to a safety culture;

Understanding information management responsibilities and ensuring records are

created, captured and monitored in

Accountability and extent of authority

accordance with legislation, in particular

Privacy Act 1988, regulations and standards

and Council’s internal policies and

procedures.

Contribute to emergency management

activities when required and directed by the

Executive Leadership team.

Judgement and decision making

The incumbent must be able to:

Assess the needs and expectations of individual

customers within specific practices and

guidelines;

Interpret a customer’s needs and provide the

appropriate information requested or redirect

to the responsible officer.

Draw upon general knowledge of scope of

services performed by local government, and in

particular Bass Coast Shire Council;

Be aware of issues, functions/meetings, staff

availability on a daily basis to respond to

enquiries as they arise;

Capable and willing to be open to change;

Work in a busy environment where guidance

and advice usually available to draw upon.

Competencies

Specialist skills and knowledge

The incumbent must be able to demonstrate:

Customer service - able to make a customer (internal and external) feel

welcome and interaction is ‘customer at

centre’ focus, with professional approach

and capability of applying customer service

standards;

Proficient IT, Microsoft Office applications

skills and capability to utilise other

specialised programs within Council;

Telephone skills, techniques and competent in operation of telephone

systems, including telephone console.

An understanding and appreciation of

Tourism in particular extensive local

knowledge of Bass Coast and its

attractions, accommodation and other

facilities.

Management skills

The incumbent must be able to demonstrate:

Practical knowledge and skill to time management one’s work by being able to

plan duties and achieve specific tasks within

predetermined deadlines.

Interpersonal skills

The incumbent must be able to:

Have efficient written communication skills

to present documentation in a professional

manner having regard for spelling, punctuation, grammar and organisational

consistencies;

Communicate instruction and provide

verbal explanations and information to staff

and members of the public either on the

telephone or in person;

Work within a team environment and

form work relationships that foster co-operation and assistance from others for

the purpose of achieving set tasks and

objectives;

Have the capability to apply set customer

service standards.

Qualifications and experience

The incumbent requires:

Relevant experience in a customer service interface role and setting.

Experience in computerised cash

receipting and banking procedures.

Previous Local Government experience is desirable

Competencies

Applicants will be required to undergo pre-employment checks including but not limited to a Police

Records Check and Working with Children Check and compliance with COVID vaccination mandates.

Key Selection Criteria

Selection will be based on the following key selection criteria; however reference will also be

made to other listed skills, knowledge and attributes as required in the position description.

Proven experience in Visitor Services,

Customer Service, Tourism or Retail.

Demonstrated experience in providing

outstanding customer service to a wide range of

clients, staff, organisations, volunteers,

businesses and the general public.

Previous experience using a corporate

telephone system and computerised customer

request management system.

Extensive local knowledge of Bass Coast including tourist attractions and

accommodation in and around Bass Coast.

Proficiency in IT, Microsoft Office

applications skills, Point of sale system,

accommodation and ticket booking

systems and capability to utilise other

specialised programs within Council.

Effective understanding of cash receipting systems and EFTPOS daily

reconciliation of cash duties and tasks.

Experience in a customer service role

and in dealing with people in a face to

face manner.

Current driver’s licence.

Pre-Employment Checks

Performance criteria will be developed within the first three months of appointment, recorded and

reviewed in accordance with Council’s Performance Development Policy and Framework.

Performance Criteria