Position Description
Position Title:
Customer Service Consultant
Classification:
Band 4
Business Unit:
Customer Service
Reports to:
Coordinator Customer Service
Status:
Casual
Approved by:
Director Corporate Services
Reviewed:
January 2017
1. About the City of Glen Eira
The City of Glen Eira is located in Melbourne’s south-east suburbs, approximately 10 kilometres from Melbourne’s
central business district. The City includes the suburbs of Bentleigh, Bentleigh East, Carnegie, Caulfield, Caulfield
East, Caulfield North, Caulfield South, Elsternwick, Gardenvale, Glen Huntly, McKinnon, Murrumbeena, Ormond and
part of the suburbs of Brighton East and St Kilda East.
Glen Eira has a vibrant and diverse community which is proud of its cultural heritage. It has 68 beautiful parks, 45
sporting ovals, 40 educational institutions, 35 strip shopping centres and almost 6000 businesses. It is home to more
than 141,000 people and significant Melbourne icons such as Ripponlea, the Caulfield Cup, ABC television studios,
Yarra Yarra Golf Club, the Jewish Holocaust museum and much more.
2. About our Organisation
Glen Eira City Council aims to be an organisation that is high performing, values based and one that strives for
innovation. We are proud of our achievements and have been recognised as an employer of choice over recent
years. We endeavor to recruit people with who share our values, are proud of the work they do and have a desire to
make a difference to our community.
Values
We are committed to the values which underpin our organisational culture, and how we work. Our five values are:
 Customer Service
 Teamwork
 Leadership
 Initiative
 Respect
2.1
Organisational Structure
Glen Eira City Council’s structure comprises four Directorates. These are:
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Corporate Services;
Planning and Place;
Infrastructure, Environment and Leisure; and
Community Wellbeing.
Position Description
These Directorates and the departments within them are responsible for ensuring the delivery of high
quality and cost effective services that make a difference to our community.
3. Position Purpose and Background
As part of a proactive, cohesive Customer Service Team, to deliver consistent, exemplary customer service, meeting
and surpassing the demands of the Glen Eira community.
4. Working Relationships
Within the organisation, the Customer Service Consultant is required to liaise with all levels of staff across the
across the organisation, including Managers and Directors.
Externally, the role may include liaison with residents and the general public, consultants and contractors.
5. Key Responsibilities
This position ensures:
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Customer queries and complaints are dealt with in a friendly and efficient manner.
Customers are greeted courteously and promptly and treated equally and fairly according to antidiscrimination rules.
Referrals made to other people/departments are appropriate and conducted in such a way as to minimise
inconvenience to the customer.
All information provided is strictly within the knowledge and expertise of the Customer Service Consultant
and does not open Council to unnecessary liability.
Ensure highest levels of responsiveness to customer needs by taking responsibility for actions and following
queries from start to finish.
Assist the Coordinator Customer Service in the development of marketing strategies to ensure the
Customer Service team maintains a high profile to Glen Eira residents so that full advantage can be taken of
all the service provisions.
Demonstrate and adopt innovative and resourceful approaches to solving customer problems and
recommend modifications and improvements to Coordinator Customer Service.
Deliver consistently high level of customer service within a team environment.
Maintain and develop a co-operative and positive relationship with staff from other Departments.
Commit to initiating best practices by continuously improving skill and knowledge base through selfeducation, directed learning programs and personally innovative customer service methods.
Take a proactive role in regularly updating and improving knowledge.
Initiate regular communication with Coordinator and Customer Service Team to provide service and
information within the confines of Council Policies and Procedures and have a good understanding of these
policies and procedures.
The decisions or actions taken will have a significant effect on the public perception of Council.
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General public perception of the Council’s customer service.
Satisfaction of Customer Service expressed by other staff.
Effective resolution to customer complaints and issues.
Speedy and effective response to customer queries.
To be flexible at all times. To do whatever it takes to support the team.
Position Description
5.1
Key Performance Indicators
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5.2
Deliver consistently high level of customer service by providing accurate and timely information personally
and over the telephone, within a team environment.
Accurately enter data on to computerised customer tracking system and provide reports as directed.
Carry out positive and appropriate telephone techniques to ensure a consistently high level of customer
service is maintained and first impressions are positive impressions.
OHS, Risk Management, Equal Opportunity, Charter of Human Rights & Child Safe
Standards
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5.3
Adhere to policies and procedures to minimise injury and damage to assets and property.
Adhere to Council’s Health and Safety, equal opportunity and risk management policies, plans and
procedures and relevant legislation as well as act in accordance with the Charter of Human Rights.
Actively participate in reporting matters of health, safety and Council asset damage.
Demonstrate and promote workplace behaviour that does not discriminate, bully or harass.
Take reasonable care for your safety and the safety of others who may be affected by your actions or
omissions;
Contribute to the effective protection of Council in accordance with the Council’s risk management policy
and procedures;
Act compatibly with human rights and consider human rights when making decisions; and
Cooperate with any reasonable, lawful instruction to comply with relevant legal requirements
Commit and adhere to Council’s zero tolerance of child abuse, its principles of being a child safe organisation
and its reporting requirements for child safety.
Adhere to the Victorian Child Safe Standards and related legislation, including Failure to Disclose, Failure to
Protect and Grooming offences.
Accountability and Extent of Authority
The following outlines the Accountability and Extent of Authority required by the Customer Service Consultant:
 Customer queries and complaints are dealt with in a friendly and efficient manner.
 Customers are greeted courteously and promptly and treated equally and fairly according to anti
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5.4
discrimination rules.
All information provided is strictly within the knowledge and expertise of the Customer Service Consultant
and does not open Council to unnecessary liability.
The decisions or actions taken will have a significant effect on the public perception of Council.
Judgement and Decision Making Skills
The following outlines the extent of judgement and decision making required by the Customer Service Consultant:
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Work that is usually well defined by particular method, technology, process or equipment. Judgments and
decisions must be made on which system is most appropriate to be used, depending on the requests.
Refer customers to other Council Departments in response to queries and procedures that do not come
under the parameters of the Customer Service team.
Liaise with all Departments to ensure that information disseminated through Customer Service team is
relevant, timely and accurate.
Provide a role model and expert advice on the provision of exemplary customer service for all Council
employees.
Position Description
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5.5
Build client relationships by delivering relevant accurate information.
Actively communicate and share information within the team, and provide training to other members where
appropriate.
Management Skills
The following describes managerial skills required by the Customer Service Consultant:
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5.6
Ability to work under pressure.
Ability to prioritise tasks and manage time.
A thorough understanding of the importance of exemplary customer service.
Ability to work as part of a team.
Interpersonal Skills
The following describes the interpersonal skills required by the Customer Service Consultant:
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5.7
The ability to gain co-operation and assistance from customers, members of the public and other
employees.
Ability to address small groups and prepare external correspondence.
Excellent communication and people skills.
Specialist Skills and Knowledge
The following describes the specialist knowledge and skills required by the Customer Service Consultant:
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5.8
Understanding and/or experience in a frontline customer service role, and demonstration of a highly focused
customer service work ethic.
Familiarity with Word Processing and Data Base packages.
Understanding of the general operation of Council and how customer service interacts with other
departments of the Glen Eira City Council.
Qualifications and Experience:
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Experience in a service industry, preferably in a variety of services (hospitality, retailing etc).
High levels of communication, negotiation and interpersonal skills which can be clearly demonstrated in oral
and written communication.
Good keyboarding skills.
6. Performance Review
The Customer Service Consultant will be required participate in the Council’s Performance Development and Review
process. This involves planning and agreeing work and skill development objectives, and reviewing and assessing
achievements on a regular basis.
The Customer Service Consultant may also be required to carry out other such duties as are within the limits of the
employee’s skills, competence and training. These will be discussed as part of the Performance Review process.
Position Description
7. Key Selection Criteria
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Substantial experience in service industry.
Good keyboarding skills.
Excellent communication, negotiation and interpersonal skills.
Ability to be flexible regarding work arrangement.
8. Other Information
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Position is subject to the satisfactory completion of Police Records Check
Victorian Drivers Licence is desirable.
The position is primarily located at Caulfield however the incumbent may be required to travel to other
Council offices from time to time