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Customer Liaison Officer

Job No: CEN3039
Location: Central Coast NSW

"YOU COULD MAKE ALL THE DIFFERENCE"

Primary Work Location: Wyong, NSW

  • Positively impact service delivery and customer experience
  • Enjoy that Work/Life Balance with a 9 day fortnight and flexible hybrid working arrangements
  • Permanent Full Time with a commencing salary of up to $95K +10.5% superannuation based on skills and experience  

Central Coast Council is the third largest water utility (or water and sewage service) in NSW servicing 139,000 homes and businesses in a growing region.

Ideally located on the northern fringe of Sydney and just an hour's drive from Newcastle, the Central Coast offers one of the best places in Australia to live and work. 

Today the Central Coast is one of the fastest growing regions in NSW, with the third largest Local Government Area (LGA) in NSW and the 6th Largest LGA in Australia.

 

As the Customer Liaison Officer, you will be the go-to contact for customers of Water and Sewer services within Central Coast Council. You will be a subject matter expert, providing your expert assistance, information and advice on a range of services to support customers with service interruptions, incidents and complaints. 

Working together in a collaborate team, you will play a pivotal role in delivering continuous improvement across a range of services, to achieve agreed performance standards. 

This position is required to provide quality customer service and create value for the community.

About the Role

  • Provide support and a direct contact for customers impacted by major projects, environmental incidents and emergency shutdowns
  • Ensure internal stakeholders are engaged and informed of planned and current Water and Sewer major projects and explore opportunities for project and engagement efficiencies
  • Undertake research into customer data including customer complaints, identify emerging issues, develop evidence-based options, and recommend solutions to resolve problems and mitigate customer and business risks
  • Working closely with internal and external stakeholders, monitor the views of customers and other stakeholders, and provide feedback to project teams, senior staff and communication and engagement business partners

About You

  • Degree qualifications in Business Management or related field OR demonstrated solid contemporary experience in a similar role combined with ongoing professional development
  • Current Class C Driver's Licence
  • Proven experience in customer service, stakeholder management and community relations in a dynamic and face paced environment, including face to face and electronic communications
  • Well-developed problem solving, negotiation, comprehension and retention skills and demonstrated ability to handle difficult situations to achieve a mutually beneficial result
  • Highly developed computer and analytical skills including experience with desktop applications and databases and demonstrated experience with CRM software and/or survey software

What we offer: 

  • Weekly pay cycle;
  • Generous Leave Provisions: 20 days paid Annual Leave, 15 days Sick Leave/Carers Leave, Health & Wellbeing Leave, Long Service Leave after 5 years, Additional purchased leave, Parental Leave – 18 weeks full pay/36 weeks ½ pay, Paternity Leave - 2 weeks
  • Novated Leasing;
  • Employee Assistance Program (EAP) available to employees and their families;
  • Fitness Passport – access to gyms across the Central Coast and Newcastle;
  • Health & Wellbeing programs – skin cancer screening, Breastscreen, Flu vaccination, blood donations;
  • Recognition of Service;
  • Council Child Care Salary Sacrifice;
  • Professional Development opportunities;
  • Individual career development and learning opportunities;
  • Reward & Recognition programs.

Central Coast Council is committed to ensuring the health, safety and well-being of all of our employees. In accordance with Council's WHS requirements and COVID-19 Safety Plans we require all employees to be fully vaccinated with an approved COVID-19 vaccine.

Enquiries:  Jennifer Moody, Community Liaison Manager on jennifer.moody@centralcoast.nsw.gov.au

If you are deaf, hearing or speech impaired, you can contact us through the National Relay Service TTY call 133 677 or Speak & Listen 1300 555 727.

Closing Date:  Applications close at Midnight on Sunday 27th November 2022.

Central Coast Council is committed to the goals of equal opportunity employment. We aim to provide a work environment for our employees that fosters equity, diversity and respect.

Council is committed to providing safe environments that protect the physical, emotional, cultural and social wellbeing of children on the Central Coast.

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To download the Position Description please click here.

To download our Privacy Statement click here.

HOW TO APPLY

Thank you for your interest in the position.

For more information on applying for a role with Central Coast Council please click on the following link: https://www.centralcoast.nsw.gov.au/council/about-council/careers-and-volunteering/applying-position

Apply now using our fast, easy to use on-line application process. 

Don't have access to a computer or electronic device? Applications can be lodged at any of Council's Library locations. Pre-book a free 1 hour computer timeslot by contacting your nearest library https://www.centralcoast.nsw.gov.au/libraries/our-branches or ask at the enquiry counter.

Please note that you do not need a "password" to use our on-line application system.

You will have the ability to save your application as you go using the 'Save Application' button. You can start an application and return to it later via the automatic follow-up email once you have the time and required information at hand to finally submit your application.  

** We recommend that you use Google Chrome or Microsoft Edge for best System performance.

To lodge your application, please follow the below steps:

Step 1:  Answer the on-line questions shown below. Please ensure that you provide as much detail as possible in response to the questions asked.

Step 2:  Attach your Resume 

Step 3:  Attach your qualifications and licences

Once your application is successfully lodged you will receive an automated response sent to your e-mail address. If a response is not received this means that your application has not been successfully submitted and you will need to lodge another application.

IMPORTANT: If you require assistance to lodge your application please contact our Talent Acquisition team by emailing recruit@centralcoast.nsw.gov.au or phone 0417 293 628 to discuss what reasonable adjustments you may need.

Applicants who are selected for interview will be contacted by phone or e-mail. Please be advised, in order to ensure you receive all email communications from Central Coast Council, please whitelist 'recruit@centralcoast.nsw.gov.au' in your preferred email client.  For Further instructions please click here

 PLEASE NOTE: By completing and submitting this online application you confirm that any information provided by yourself in this application is true & correct and acknowledge that any offer of employment may be withdrawn should the information that you have provided in support of your application be shown to be false.  You also consent to employment screening checks being conducted where appropriate.  This may include associated checks (Referee check, Working With Children Check, Entitlement to Work in Australia, Employment History and an Australian Federal Police Check) as well as substantiation of educational qualifications, industry memberships, previous Central Coast Council employment history and association with professional bodies.

I also acknowledge that I will be required to provide proof of eligibility (including photo identification) to work in Australia if selected for an interview.

 

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