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Our Values

Respect Honesty Commitment Courage

Values only become meaningful when they are translated into behaviours that people engage in and others can observe. They are the cornerstone of ‘walking the talk’.

1. Purpose 1.1 Primary functions

Effectively provide customer service in a multi-disciplinary team by taking ownership of customer service needs and issues that are at times complex and demanding and ensure resolutions are consistent and timely. Effectively advise, assess eligibility and process a variety of licence applications and transactions for customers, in accordance with relevant Department of Transport legislative, regulatory and departmental policies and procedures. Complete all administrative tasks to a competent standard and to deadlines. Pro-actively identify and support continuous improvement opportunities in systems and processes to increase the responsiveness and quality of customer service in the Customer Contact Centre and across the organisation.

Position Title:

Customer Service Team Officer – Level 1

Directorate: Corporate & Community Services

Reports to: Coordinator Revenue & Customer Service

Date effective: October 2013

Agreement Level: Level 4

Position no: RCS05

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1.2 Community strategic goals

1.3 Key functions and duties

Key functions Specific duties % Time

Customer Service Generalist

Respond to a broad range of complex, sensitive and routine customer issues and needs, using high level interpersonal skills to clearly determine requirements, manage expectations and provide effective and timely solutions through to closure of the need or issue;

Take ownership of customer needs and issues working collaboratively with appropriate corporate officers to identify organisational responses that ensure effective and timely resolutions to close out customer requests within agreed timeframes.

Develop specialist skills in a specific area and generalist skills across the broad range of Council services.

Collect, receipt, and reconcile monies remitted for payment following Regulations and procedure.

Effectively communicate with customers of diverse backgrounds and skilfully negotiate cooperation from difficult customers

Response to first aid and emergencies

Effectively complete day to day activities at a remote site when required.

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Customer Service Specialist Undertake training in a specialised service area with a Directorate Knowledge Champion to increase service capability – Department of Transport, Planning & Building, Corporate/Executive, Environmental Health, Rangers/Community Development, Infrastructure services and Augusta Operations.

Develop procedures relating to specialist service for the knowledge of the team

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Goal 1:

Valuing the

natural

environment

Goal 2:

Welcoming

and inclusive

communities

Goal 3:

Managing

growth

sustainably

Goal 4:

Vibrant and

diverse

economy

Goal 5:

Effective

leadership

and

governance

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Licensing Services

Undertake Department of Licensing Training as required

Fulfil legal responsibilities as an accredited WA Licencing Officer

Undertake point of service problem solving, deal with contentious and sensitive customer inquiries and apply available discretion in making decisions.

Comply with information security policies and procedures and system requirements to ensure information is kept confidential and is utilised accurately and reliably.

Assess customer licensing needs, provide recommendations on what relevant legal forms are to be completed by the customer, assist and authorise the completion of licensing forms for processing.

Determine and assess that eligibility requirements, including the verification of documents presented for the issue, transfer or variation of motor driver’s licenses, motor vehicle licences and boat licences are met.

Liaise with Department of Transport for scheduling bookings for licence testing.

Ensure all actions are with the parameters of a Licensing Officer to ensure accreditation status is maintained.

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Knowledge management Identify and research customer information needs and gaps to ensure the knowledge management systems and processes are proactively developed to address changing and anticipated customer needs and constantly improve customer service delivery;

Ensure opportunities to improve the knowledge management systems are identified and addressed;

Participate on a rotational basis within a multi-disciplinary team to maintain generalist knowledge

Meet on a regular basis with Directorate Knowledge Champions to maintain and increase specialist knowledge

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General

Work in accordance with the Shire’s defined Equal Opportunity and Anti-discrimination legislation, procedures & principles;

Work in accordance with the Shire’s defined Occupational Safety and Health legislation, procedures and principles;

Adhere to the Shire’s Code of Conduct, policies and management practices as amended from time to time;

Contribute to the attainment and development of strategic plan outcomes, strategies and actions; and

Ensure all duties as directed by the Chief Executive Officer are fully undertaken.

Contribute positively within a team environment and demonstrate behaviour that enables the achievement of directorate and team goals

2. Extent of Authority

Under the limited direction of the Chief Executive Officer and as delegated from time-to-time, the incumbent has authority to act within predetermined guidelines, policies, procedures, predetermined budgetary limits and expenditure and in accordance with the statutory provisions of the Local Government Act 1995 and other relevant legislation.

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Delegated authority in accordance with the following: Sign purchase orders to the value of $NIL Act as Licensing officer on behalf of the Department of Transport as delegated by the Director of Licensing Services

3. Relationships

3.1 Responsible to Coordinator Revenue & Customer Service

3.2 Responsible for

N/a 3.3 Internal Stakeholders

Directorate Knowledge Champions

Department Heads

Councillors

Council staff 3.4 External Stakeholders

Community members and groups

Public utilities and authorities

Consultants and other professionals

Federal and State Ministers and Departments

Associations of Local Government

Local Governments

Ratepayers / residents enquiries

4. Position Selection Criteria

4.1 Position essentials

Adaptable and flexible with high level effective team member skills

Well-developed oral communication and interpersonal skills including conflict management and resolution using tact and diplomacy.

Current experience working in and contributing to a multi-disciplinary team in a front line customer service environment with high level of accuracy and attention to detail.

Demonstrated office skills including data entry and keyboarding, competence in Microsoft Office package and financial/cash receipting programs or similar, high level accuracy with numeracy and cash handling and attention to detail.

Ability to use contemporary communication technologies and systems and undertake systems improvement.

Ability to comprehend, interpret and advise on legislative and policy requirements.

Current WA drivers licence

4.2 Position desirables

Experience and knowledge in Council operations including Planning, Building, Corporate Services, Environmental Health, Rangers, Community Development, Infrastructure services.

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Certificate IV in relevant discipline or commitment to obtain – Planning, Building, Business studies, Environmental Health, Rangers, Community Development, Infrastructure services.

Senior First Aid Certificate

Accredited Department of Transport Licensing Officer

Working knowledge of industry software information system e.g. Synergy, Practical

Understanding of Local Government functions and information flows

Working knowledge of relevant legislation applicable to this role

5. Parties

Present Occupant Name: Signature: Date: Supervisor Name: Signature: Date: