Customer Service Coordinator
- Full time – permanent opportunity
- Band 7 – $93,274 per annum+ 11.5% superannuation
About Us:
The Strathbogie Shire is a vibrant and progressive rural municipality located about two hours from the Melbourne CBD along the Hume Highway. We have diverse and picturesque communities served by townships such as Euroa, Nagambie, Violet Town, Avenel, Longwood, Ruffy and Strathbogie.
About the Role:
The Customer Service Coordinator is responsible for ensuring quality customer service experience is Provided to our community, through the daily management of our dedicated team.
This role acts as an escalation point for complex complaints, disputes and service issues, ensuring a transparent and resolution-focused approach.
The role will be required to work across the Euroa and Nagambie office.
Key Responsibilities:
- Day to day management and supervision of the team including but not limited to escalations, rostering, staff performance management, attendance, leave requests and staff recruitment.
- Manage the VicRoads Agency contract, including conducting audits as required.
- Monitor customer requests, complaints and feedback ensuring they are entered into Council’s tracking system (CRM) and allocated to the appropriate officers for action at time of service, offering the complainant a reference number and provide proactive status updates on resolution progress.
- Track, analyse, and report on complaint trends, response times, and resolution rates, providing monthly performance insights to the Executive Leadership Team and Council.
Our ideal candidate will have:
- Strong understanding of the key strategic issues impacting on Customer Service team in particular, customer service quality, customer experience and its importance to Council.
- Project management and negotiating skills.
- A level of proficiency in driving and fostering excellent customer service leadership across the organisation.
- Experience and knowledge of the needs of our diverse community.
Why you will love working at Strathbogie Shire Council:
We understand the need for flexibility and can offer:
- Negotiated start and finish times.
- Negotiated work sites.
We have generous leave entitlements including:
- 3 additional days Family Care Leave per year to support caring requirements.
- 3 days paid leave during Christmas closure.
- Long service leave available pro rata after five years and transferable across local government organisations.
- Up to 10 days unpaid leave per year for Cultural and Ceremonial Leave.
- Up to 20 days of paid Family Violence Leave annually.
- Parental leave – 16 weeks of paid leave for primary carer and 2 weeks for secondary carer, with the option to be taken at half pay.
We value your health and wellbeing and offer:
- Access to the Employee Assistance Program (EAP).
- Income Protection Scheme for all employees.
- Weekly onsite visits for treatment of soft tissue injuries.
- Annual Flu Vaccinations.
- Access to Local Government Employee Health Plan.
We encourage professional development and learning opportunities including:
- Support to study with a repayment plan via payroll deductions.
- Access to study leave.
- On the job training.
And the bonuses:
- Annual pay increases in line with our Enterprise Agreement.
- 17.5% Leave Loading paid out annually as a lump sum “Christmas bonus”.
- Recognition awards for years of service.
For further information about this position, please contact Amanda Tingay, Director – People & Governance on 5795 0000.
Click here to view the position description.
Please complete an online application form and address the Key Selection Criteria. Applications without the Key Selection Criteria will not be considered.
Applications close 5pm, Monday 21 April 2025.
Strathbogie Shire Council is an equal opportunity employer and a Child Safe organisation. We value diversity in our workplace and will consider flexible working arrangements.