Job Description
Position description Customer Service Consultant - Casual
Position title Customer Service Consultant – Casual
Position number 1574, 1575, 1572, 1581,1582
Classification (Level) Level 2
Department Corporate Services
Division Customer Experience & Engagement
Business unit Customer Service
People Leader Unit Manager Customer Service
Key stakeholders All departments, residents, and other key stakeholders where
applicable
Our Purpose
To improve our residents’ quality of life; continuously, smartly, and efficiently. Six themes in
our Community Vision represent the shared value and aspirations that will guide how our
city develops – liveable, valuing nature, engaged, prosperous, innovative,
and connected.
City of Marion Values
Our values are critical to us as they help drive behaviours that will enable us to achieve
council’s vision. With the community and safety at the forefront of everything we do, the City
of Marion values: Respect, Integrity, Achievement, Innovation.
We live our values Our community vision
Respect: treating everyone as we want to be
treated, where all contributions are valued.
Integrity: fostering trust and honesty in all
our interactions.
Achievement: enhancing our knowledge and
performance to reach our shared goals, while
being dedicated to supporting one another.
Innovation: encouraging new ideas and learning
from our experience to do things better.
PD – Customer Service Consultant Casual – December 2023
Position description Customer Service Consultant - Casual
Purpose
This position is responsible for responding professionally and positively to all requests for
customer service with a focus on first contact resolution, in accordance with council’s
Customer Experience Charter. This includes telephone calls and online enquiries. The role is
expected to be solution focussed and work in consultation with other business areas to
provide an exemplary customer experience.
The position is also responsible for the completion of daily tasks and works as part of
the Customer Service Team towards achieving the department’s Key Performance
Indicators.
Key Deliverables
Professionally responding to enquiries and requests for service over the phone including
creating cases and providing information.
Manage administration tasks including live chat, responding on social media platforms
(twitter and Facebook) and online requests for information or services.
Assist to identify process improvement opportunities to improve the customer
experience and daily operation of the Customer Service Team.
Work on a daily basis to consistently achieve Customer Service Team Key Performance
Indicators.
Liaise and collaborate across the organisation to ensure effective partnerships which
assist with the flow of information to ensure exemplary customer service outcomes.
Assist with the induction and training of new staff to the Customer Service Team
Promote a positive and professional image of council in all dealings with internal and
external customers.
Person Specification
Skills, Knowledge, and Experience
Excellent level of written and verbal communication skills.
Demonstrated well developed interpersonal skills and the ability to relate well to
customers from diverse backgrounds.
Experience working in a customer service environment and sound knowledge and
application of quality customer services principles.
A strong and professional work ethic with proven ability to maintain privacy and
confidentiality.
A passion and commitment to the delivery of excellence in customer service.
Sound judgement and the ability to resolve service difficulties to achieve positive
outcomes.
PD – Customer Service Consultant Casual – December 2023
Position description Customer Service Consultant - Casual
Demonstrated ability to work under pressure and apply good conflict resolution
principles.
Good understanding of quality listening principles and sound knowledge of telephone
techniques.
Sound understanding and experience of service standards and Key Performance
Indicators (KPIs).
Good attention to detail.
Excellent organisational and time management skills.
Sound internet skills including the ability to effectively search and support customers in
the use of web technologies.
Use of corporate technologies including systems in electronic records management,
Authority, Customer Event System.
Personal Attributes
Adhere to the City of Marion Values.
Skills, Knowledge, and Experience
Ability to understand and apply Council policies and procedures.
Knowledge of all areas of council business or the ability to quickly acquire that
knowledge.
Standard conditions
Satisfactory completion of a National Police Clearance (will be arranged by the City of
Marion)
Satisfactory completion of applicable Medical Assessment (will be arranged by the
City of Marion)
Must be either an Australian resident or possess the legal right to work in Australia,
with the ability to provide documentation of a valid work visa.
Comply with existing Work, Health and Safety legislation and regulation obligations
and apply “Think Safe Live Well” philosophy.
Embrace ethical and moral behavior and report any suspected instances of fraud
and/or corruption in accordance with Fraud and Corruption Management and the
Code of Conduct.
The incumbent will perform other duties as required.
PD – Customer Service Consultant Casual – December 2023
Position description Customer Service Consultant - Casual
Position description confirmation and acknowledgement
New employee acknowledgement
By signing the ‘City of Marion Employment Acceptance Statement’ in your Letter of Offer, you
are agreeing to the Position Description attached to your Offer.
Employee name: Signature: Date:
Leader name: Signature: Date:
HR name: Signature: Date:
PD – Customer Service Consultant Casual – December 2023
Position title Customer Service Consultant – Casual
Position number 1574, 1575, 1572, 1581,1582
Classification (Level) Level 2
Department Corporate Services
Division Customer Experience & Engagement
Business unit Customer Service
People Leader Unit Manager Customer Service
Key stakeholders All departments, residents, and other key stakeholders where
applicable
Our Purpose
To improve our residents’ quality of life; continuously, smartly, and efficiently. Six themes in
our Community Vision represent the shared value and aspirations that will guide how our
city develops – liveable, valuing nature, engaged, prosperous, innovative,
and connected.
City of Marion Values
Our values are critical to us as they help drive behaviours that will enable us to achieve
council’s vision. With the community and safety at the forefront of everything we do, the City
of Marion values: Respect, Integrity, Achievement, Innovation.
We live our values Our community vision
Respect: treating everyone as we want to be
treated, where all contributions are valued.
Integrity: fostering trust and honesty in all
our interactions.
Achievement: enhancing our knowledge and
performance to reach our shared goals, while
being dedicated to supporting one another.
Innovation: encouraging new ideas and learning
from our experience to do things better.
PD – Customer Service Consultant Casual – December 2023
Position description Customer Service Consultant - Casual
Purpose
This position is responsible for responding professionally and positively to all requests for
customer service with a focus on first contact resolution, in accordance with council’s
Customer Experience Charter. This includes telephone calls and online enquiries. The role is
expected to be solution focussed and work in consultation with other business areas to
provide an exemplary customer experience.
The position is also responsible for the completion of daily tasks and works as part of
the Customer Service Team towards achieving the department’s Key Performance
Indicators.
Key Deliverables
Professionally responding to enquiries and requests for service over the phone including
creating cases and providing information.
Manage administration tasks including live chat, responding on social media platforms
(twitter and Facebook) and online requests for information or services.
Assist to identify process improvement opportunities to improve the customer
experience and daily operation of the Customer Service Team.
Work on a daily basis to consistently achieve Customer Service Team Key Performance
Indicators.
Liaise and collaborate across the organisation to ensure effective partnerships which
assist with the flow of information to ensure exemplary customer service outcomes.
Assist with the induction and training of new staff to the Customer Service Team
Promote a positive and professional image of council in all dealings with internal and
external customers.
Person Specification
Skills, Knowledge, and Experience
Excellent level of written and verbal communication skills.
Demonstrated well developed interpersonal skills and the ability to relate well to
customers from diverse backgrounds.
Experience working in a customer service environment and sound knowledge and
application of quality customer services principles.
A strong and professional work ethic with proven ability to maintain privacy and
confidentiality.
A passion and commitment to the delivery of excellence in customer service.
Sound judgement and the ability to resolve service difficulties to achieve positive
outcomes.
PD – Customer Service Consultant Casual – December 2023
Position description Customer Service Consultant - Casual
Demonstrated ability to work under pressure and apply good conflict resolution
principles.
Good understanding of quality listening principles and sound knowledge of telephone
techniques.
Sound understanding and experience of service standards and Key Performance
Indicators (KPIs).
Good attention to detail.
Excellent organisational and time management skills.
Sound internet skills including the ability to effectively search and support customers in
the use of web technologies.
Use of corporate technologies including systems in electronic records management,
Authority, Customer Event System.
Personal Attributes
Adhere to the City of Marion Values.
Skills, Knowledge, and Experience
Ability to understand and apply Council policies and procedures.
Knowledge of all areas of council business or the ability to quickly acquire that
knowledge.
Standard conditions
Satisfactory completion of a National Police Clearance (will be arranged by the City of
Marion)
Satisfactory completion of applicable Medical Assessment (will be arranged by the
City of Marion)
Must be either an Australian resident or possess the legal right to work in Australia,
with the ability to provide documentation of a valid work visa.
Comply with existing Work, Health and Safety legislation and regulation obligations
and apply “Think Safe Live Well” philosophy.
Embrace ethical and moral behavior and report any suspected instances of fraud
and/or corruption in accordance with Fraud and Corruption Management and the
Code of Conduct.
The incumbent will perform other duties as required.
PD – Customer Service Consultant Casual – December 2023
Position description Customer Service Consultant - Casual
Position description confirmation and acknowledgement
New employee acknowledgement
By signing the ‘City of Marion Employment Acceptance Statement’ in your Letter of Offer, you
are agreeing to the Position Description attached to your Offer.
Employee name: Signature: Date:
Leader name: Signature: Date:
HR name: Signature: Date:
PD – Customer Service Consultant Casual – December 2023
💡 Quick Summary
Seeking a career-building opportunity? The Casual Customer Service Consultant Roles (24*5) position is now open for candidates interested in the Government Job Alert sector. This role in Sturt offers a professional environment and growth potential.
Requirement Snapshot: Candidates should possess basic communication skills, a proactive attitude, and the ability to work in a team. Experience in Government Job Alert is a plus.
