To get you on the inside track in customer service, our consultant Sarah Kettlewell has interviewed a customer service coordinator from an inner metro council in Melbourne.
Very good question – I would say a calm and level headed manner and approach about them. I know that we would typically prefer to have experience within local government or government environment, however we will look at people from a high-volume call centre environment as well.
We would also look for people who computer literate, as the industry is moving to be very computer orientated. We require people to be using 8-10 systems per day including:
We look at people with a strong ability to problem solve and show initiative, as they will be working within a busy and ever changing role.
With regards to contract opportunities, we would ideally look for previous government experience and recent experience in a related role. Those that are comfortable using multiple systems will fit customer service roles well. We are moving to a very computer-orientated industry, with people logging requests online rather than calling.
As customer service representatives are the first point of call, people naturally develop a knowledge base of all services a council offers. A lot of the time we see customer service officers offered administration roles within other council departments.
After three months of starting within customer service as a contractor, you have the capability to apply for internal roles across the organisation. We also see some contractors headhunted within the company. As they did well during one contract, other departments soon start offering further contracts.
See, I was a trainee so I would say to anyone looking into starting a career in local government to open yourself to traineeships. Otherwise, start with contract work as this gives you the ability try before you settle on a role. Contracts give you a feel for the organisation and what areas would like to work in. Of course, customer service gives you the ability to understand the whole of a council and its services, so starting here would allow you to figure out your area of interest or development.
Public Sector People are currently inviting applications for the role of Client Liaison Officer to provide operational and administrative support to the Property & Leasing team of Council based in Melbourne's outer eastern suburbs. Supporting both Property management and Lease management customer requests from internal and external stakeholders by triaging requests, in-addition would also assist with identifying contract responsibilities prior to actioning requests. Key Requirements: Experience in customer liaison, data/document administration, ideally including contracts. Strong attention to detail with ability to quickly absorb new information and apply it Effective communication skills with ability to clearly communicate instructions and information to internal and external stakeholders Proactive management of time and resources to ensure that work is completed efficiently and on schedule Self-starter who will take responsibility to investigate an issue, consult and make a recommendation to resolve issues. Experience of property management and /or leasing Understanding of local government management structure and process Approaches change positively and able to adapt quickly to new work situations Able to communicate appropriately to all levels of any organisation Skilled in report writing and presentation of proposals Strong skills in data management, use of excel and facilitating effective use of systems Please contact Sarah Kettlewell on (03) 8535 3111 for a full position description or APPLY today!
Public Sector People are currently inviting applications for the Coordinator of Governance to work with a Council based on the eastern shore of Port Phillip Bay, about 40 kilometres south east of the CBD. As the Coordinator of Governance you are responsible for providing expert advise and support to Councillors & relevant staff. Role supervises two direct reports & we are are seeking someone with proven extensive experience in Governance and Council would be preferred. Key Requirements: Extensive relevant experience in local government in a similar position Sound knowledge and experience in the legislation applicable to Governance Services functions Proven management skills with the ability to provide leadership and motivation to a team Understanding of and/or experience in maintaining and monitoring systems High level of verbal and written communication skills to enable effective communication Ability to interpret and communicate complex legislative requirements and information Well-developed organisational skills to manage competing pressures to meet tight deadlines and achieving unit and departmental objectives A commitment to providing high quality customer service For a confidential discussion regarding this opportunity please contact Sarah Kettlewell on (03) 8535 3111. Alternatively, please e-mail your current resume in Word format using the apply
Public Sector People are currently inviting applications for the role of Executive Assistant to join a prestigious, forward thinking Council in Melbourne's CBD. As a successful candidate you will display proven previous experience supporting at director and senior executive level, providing effective diary & calendar management, meeting minutes & agendas along with the ability and confidence to build and maintain productive relationships with internal & external stakeholders. Key Requirements; Proven experience in a role supporting at director & senior executive management level Experience working within Council or a similar political based organisation Exceptional attention to detail & ability to manage conflicting workloads High level of communication; verbal & written An ability to maintain strict confidence at all times Experience liaising & gaining corporation across all levels of an organisation A ‘can do’ attitude with the ability to pro-actively identify support needs Knowledge & experience in political government processes If you are seeking your next contract or permanent role and would like to speak further in regards to upcoming roles please contact Sarah Kettlewell on 03 8535 3111 or apply today!
Public Sector People are currently inviting applications for an experienced Customer Service Officer to join a Council in Melbourne's South-East on an initial 3 month, offering part time however opportunity and required flexibility for full time hours. This role is to provide where possible, first point resolution to customers of Council, seeking advice, assistance or information regarding a variety of Council’s services. Key Requirements: Experience delivering face to face, phone and online customer service in a large diverse organisation Previous contact centre experience will be highly regarded Experience and passion for delivering an exceptional customer experience and an understanding of the concept of first call resolution Accurate and developed typing and communication skills; both verbal and written. This includes high typing accuracy, grammar and spelling. Experience managing difficult / aggressive customers and trouble shooting complex enquiries Experience handling cash and end of day balancing - High attention to detail required Valid National Police Check or ability to obtain if successful For a confidential discussion regarding this opportunity or other Administration or Customer Service roles in Local Government please contact Sarah Kettlewell on (03) 8535 3111. Alternatively, please e-mail your current resume in Word format using the apply
Public Sector People are currently inviting applications for the role of Administration Officer to join the Operations & Parks depot of Council based approximately 80 km's North of Melbourne CBD. The Operations Administration Officer provides support to all the service units within the centre this includes; waste management, cleansing & street sweeping, roads & infrastructure, fleet management, waste recovery centre & waste education. This supportive team is is offering an initial 6 - week contract & seeking a candidate with exceptional written communication skills as you will be tasked with correspondence coming into the unit. Key Requirements: Previous experience in a similar role, environment & organisation Proven ability to manage multiple priorities Excellent skills in the use of MS Office Suite & Outlook Experience in the Council Customer Request System; Authority, Pathway & Tech1 or similar Well developed communication skills with the ability to prepare reports, correspondence, agendas and minutes Ability to remain calm & listen to residents queries with the ability to gain cooperation from residents, members of the public & other members of the organisation For a confidential discussion regarding this opportunity please contact Sarah Kettlewell on (03) 8535 3111. Alternatively, please e-mail your current resume in Word format using the apply button.
Public Sector People are an approved Victorian Local Government provider and are currently inviting applications for the role of Administration Officer to join a Council in Melbourne's Inner Bayside suburbs to support their Building Control team. The position reports directly to the Coordinator of Building Services and as the successful candidate you will provide a high level of administrative, systems support to assist with the smooth operation of Council's Building Services Department. You will be responsible for the provision of high quality administration and data support of Council's Section 30's. Responsibilities: Provide high quality administrative support to the Building Services team Provide high level of administrative support to the building control team specifically looking after Section 30's Assist and contribute to the continuous improvement of the Building Services operations Maintain a high level of accuracy information and records relating to Building Services functions and duties including; building permits, occupancy permits. Notices, orders, inspection results and property information requests. Knowledge of Local Government and Building Industry regulatory systems Requirements; Proficient in the use of Microsoft Office Software Experience in the use of Pathway Application Experience working within Local Government Please contact Sarah Kettlewell on (03) 8535 3111 for a full position description or APPLY today!