Customer Service Officer

• Dynamic Customer Service role with real community impact
• Be the primary link between our community and City of Ryde services
• Thrive in a role that values coaching, mentoring and development

About Us

City of Ryde, just 12 kilometres from Sydney CBD, is a place of unique lifestyle and opportunity. It is home to an engaged and culturally diverse community of around 130,000 people, and a strong and growing Smart City economy including more than 13,000 local businesses, Macquarie Park, world-class hospitals, and a leading university. All balanced with beautiful bushland, riverfront parks, open spaces, and sport facilities.

Our council delivers a broad range of services, projects, programs, and events. We are actively committed to innovation, sustainability, resilience and providing exceptional customer experiences, and this relies on attracting and keeping great people. We are a recognised Employer of Choice (Australian Business Awards 2022) and offer a range of benefits, including flexible work arrangements, health and wellbeing programs, a learning and development program including study support, and a reward and recognition program.

About the Role

In this pivotal role, you will provide frontline customer service across multiple platforms including telephone, in-person, and digital communications. You will process applications, issue certificates, handle cashier duties, and ensure our community is well-informed about the City of Ryde’s services and activities. Your role is crucial in maintaining accurate records and statistical information to help enhance service delivery. 

You'll spend your time providing exceptional Customer support services working between our Top Ryde and North Ryde Offices and will need to be able to work between the hours of 8.00am to 5.30pm Monday to Friday. You will work a 37.5-hour week with a rostered day off approximately every third week.  

About You

You are a dynamic and proactive individual with a passion for delivering outstanding customer service. You excel in communication and are adept at handling various customer interactions with empathy and professionalism. Your ability to interpret and convey complex information clearly makes you an ideal candidate for this role.

In addition, you will also have:

• Proven experience in customer service, ideally within a local government or high-volume call centre setting
• Adaptable approach to work and able to move easily between phone and face to face customer service situations
• Strong PC skills and ability to manage multiple tasks effectively
• Excellent interpersonal skills, with a knack for written and verbal communication
• Ability to work independently and as part of a team in a dynamic environment
• Previous experience working in local or state government, or have an understanding of the services provided by local Councils

Please note: In line with Council’s COVIDSafe Workplace Policy & Procedure all staff are required to be vaccinated against COVID-19.

Your commencing annual salary will range from $67,737 to $85,910 + Superannuation, dependent on your experience and qualifications.

Culture & Benefits

• Free shuttle bus between the North Ryde Office and North Ryde Metro Station
• Commitment to providing opportunities for work/life balance
• Hybrid work from home and office arrangements available for eligible positions
• Work 37.5 hours and enjoy a rostered day off approx. every 3 weeks  
• Long service leave after 5 years, then accrued monthly 
• 18 weeks paid parental leave (for eligible employees)
• 3 extra grant days at Christmas to ensure you have time to enjoy the holiday 
• Annual performance reviews and Award increases
• Opportunity to sign up as a fitness passport member
• Various health & well-being initiatives (i.e. flu vaccinations, skin checks, etc.)

How to apply

Please ensure you give full answers to the online application questions, showcasing your abilities and experience. Your answers, in conjunction with your resume, will determine if you are invited to an interview. 

Please note you do not need a “password” to use our on-line application system, however you have the option save and return to your application prior to the closing date. In addition to answering the online questions, this position requires you to attach your Resume to complete the application process.  Please note, you are not required to submit a cover letter or a statement addressing selection criteria. 

Closing Date: Sunday, 12 May 2024 at 11:30pm

If you would like to know more, please see the position description or contact Amy Woodhams on (02) 9952 8483 for a confidential discussion.

City of Ryde is committed to Equal Employment and Child Safety