Rous County Council

Customer Relations Advisor

Rous County Council in located in the heart of the Northern Rivers with an operational footprint covering over 3,000km2. As a County Council, we are responsible for providing three specific functions; Bulk Water Supply, Weed Biosecurity and Flood Mitigation.

We are seeking a dynamic Customer Service champion. A focus for this role is delivering a high standard of customer service internally and externally while promoting a positive and professional image of Council including undertaking a range of administrative and clerical support services.

Our value proposition to you:

• A progressive and innovative organisation embracing change
• A organisation that promotes flexible work arrangements and work/life balance
• Supportive environment for career development
• Ongoing learning and training
• Employee assistance support
• 70 hour 9-day fortnight
• Term appointment for 12 months
• Remuneration from $63,232 p.a. - $74,000 p.a. (plus statutory superannuation)

Your value proposition to us: 

• Working collaboratively and inclusively is your style
• You take pride in effective business delivery of up to date information
• You are known for your excellent interpersonal and communication skills
• Demonstrated ability to time manage whilst servicing a multi disciplinary organisation

Your average workday will be kept busy by: 

• Providing accurate and timely advice, information, and assistance to customers in all aspects of customer operations in response to identified customer and staff needs including a suite of FAQs for staff reference.

• Maintaining a current working knowledge of Council’s operations, processes, services, and programs in order to provide high quality and consistent service and information to customers.

• Informing and assisting with the implementation and operation of a ‘Customer Relationship Management’ (CRM) system including monitoring and follow up of action progress with relevant stakeholders and maintaining a suite of documents that support CRM use and optimisation i.e., FAQs, SOPs and troubleshooting guides.

• Monitoring Customer Request actions to ensure they are closed out within agreed timeframes, and where necessary, follow up with internal stakeholders regarding the same.

• Establish customer and business service standards that enable Council to meet customer and community expectations.

• Developing and reporting on Key Performance Indicators (KPIs) and actively drive continuous business process improvement to optimise efficiency.

• Ensuring the neat and tidy appearance of the reception area, including documents, and information on display is current and all visitors follow the sign-in procedure on arrival and departure.

• Collect mail and prepare outgoing mail.

• Perform accurate and timely receipting and reconciliation tasks including cheques received via mail, credit card payments, downloading and processing of Auspost and BPAY payment files, end of day/month finalisation processes and preparing bank deposit documentation.

• Undertake other administrative and clerical support services as required.

Are you ready to catapult your career?

Click APPLY. For the selection criteria and more information about the position, view the position description here. To be considered for the position, it is mandatory that you submit your resume and upload a document that answers the selection criteria.  A satisfactory health assessment, including drug screening and a national police history check is a pre-requisite to an offer of employment. Helpful resources to assist in answering selection criteria can be found on the Careers page.

Note: Location subject to change as Council prepares to relocate, by 2024, some work sites to new premises at Gallans Rd, Ballina NSW 2478.

Applications close 11:59pm Monday 8th April 2024

Rous County Council is committed to the principles of equal employment opportunity and diversity across our workforce. Aboriginal and Torres Strait Islander people are encouraged to apply.