Customer Experience Officer
Core
Front-line customer service officer handling enquiries, applications, certificates, and cashiering across multiple council sites.
Role type
Customer Experience Officer (Service Delivery)
Builds
End-to-end customer service experience for internal and external community members
Domain
Local Government / Public Sector
Deliverable
product features (service delivery processes)
Required skills
Customer service, conflict resolution, CRM administration, application processing, cashiering, report writing, staff upskilling
Preferred skills
Justice of the Peace eligibility, tertiary qualifications, experience with Development Assessment and rates
Technologies
Customer Relationship Management System
Responsibilities
Assist community with enquiries via phone, in-person, and online; process applications and requests for service; produce certificates; perform cashiering and end-of-day reconciliation; resolve complex technical enquiries; monitor work volumes and recommend changes; implement service improvements.
Seniority
Individual Contributor, operational level