Customer Relations Officer
Core
Deliver customer service excellence across multi-channel environments (face-to-face, contact centre, online) for a local council, resolving complex enquiries and processing administrative functions.
Role type
Senior Customer Relations Officer (Local Government)
Builds
Council services including water connections, permits, planning applications, waste management, and animal registration
Domain
Local Government / Public Administration
Deliverable
production ML models | product features | dashboards & analysis | client delivery | infrastructure | physical/clinical work
Required skills
Complex policy interpretation, multi-channel customer service, financial transaction handling, risk mitigation, mentoring, legislative compliance (GIPA Act), system proficiency
Preferred skills
Business Administration certification, Local Government experience, conflict resolution, digital fluency
Technologies
CRM, EDRMS, finance/receipting systems, permitting systems, MS Office, web portals
Responsibilities
Deliver customer service across multiple channels ensuring legislative compliance; Process complex applications and permits with accuracy; Handle frontline financial transactions and cash reconciliation; Mentor new team members and support knowledge transfer; Identify opportunities for process improvement and risk reduction; Uphold confidentiality and security protocols for council information
Seniority
Mid-Senior, hands-on IC
