Job Description

Frankston City Council is located on the eastern shores of Port Phillip Bay where the beach meets with the natural landscapes of the Mornington Peninsula. We are a diverse community that provides a vibrant lifestyle along with a growing economic and arts sector.

Our leadership team is committed to building an engaged and collaborative culture where innovation and being future focused are the norm. If you want to help shape the future of Frankston, now is the time to join our team!

About the position

Council’s Customer Experience & Transformation Department is looking for 2x casual positions within our Customer Service area. Our Customer Service Officers are responsible for being the first point of contact for customers and visitors, providing accurate, efficient and empathetic service across a range of customer service channels while promoting a strong 'Contact Once' culture.

The main responsibilities will include:

• Responding to telephone, counter and digital customer enquiries and providing accurate information on Council services, facilities and visitor services.
• Logging customer requests and transactions accurately in Councils corporate systems and following up to ensure satisfactory outcomes.
• Processing customer payments and undertaking cashiering and receipting duties in line with Council procedures and cash handling protocols.

About you

• Substantial experience working in a customer service or administrative environment with a strong commitment to delivering an excellent standard of customer service.
• Well-developed verbal and written communication skills, strong organisational and time management skills, and the ability to manage high volumes of enquiries in busy environments.
• Sound technological and administrative skills, an ability to work cooperatively as part of a team, and the confidence to deal with sensitive matters.

How to Apply

Please apply online, include your resume and include a separate, one page cover letter addressing the Key Selection Criteria below.

Key Selection Criteria to address in your cover letter:

• Demonstrated ability to resource information across a broad range of topics using internal knowledge management system or relevant online resources.
• Demonstrated ability to communicate with a broad range of customers both verbally and in written form.
• Demonstrated experience working in a fast-paced customer focused environment.

Please note applications received via email will not be accepted.

Benefits of working at Frankston City Council

Be part of a workplace that is looking to transform the way that we work and build on our values “Kinder, Fairer, Smarter”. As an employee, you will have access to benefits such as:

• Hybrid Working Model
• Flexible working hours
• Rostered Day Off (Full time roles only)
• Access to professional and career development opportunities
• Purchased leave
• Paid Parental leave
• Paid Christmas Shut Down Leave
• Free onsite parking (Civic Centre)
• Employee assistance program
• Salary sacrifice gym membership at Peninsula Aquatic Recreation Centre.

This position is a Band 4A, currently remunerated at $47.15 per hour, plus superannuation.

If you would like to learn more about this opportunity or have any questions, please contact Rebecca Tormey, Team Leader Customer Operations at Rebecca.Tormey@frankston.vic.gov.au

The position description for this role can be found on the Frankston City Council Careers page.

Culture at Frankston City Council

Frankston City Council respectfully acknowledges the traditional owners, the Bunurong people, as the custodians of the land on which we live and work and their Elders past and present.

Council is committed to building a culture that values diversity and promotes a workplace that welcomes and includes the unique contributions of all people. We encourage applications from individuals of all ages, backgrounds and identities. As well as applicants who identify as being Aboriginal and Torres Strait Islander, are culturally diverse, LGBTQIA+ or who have a disability to apply.

We encourage you to talk to us about any adjustments or additional support you may require during the recruitment process, as well as how this role can be flexible for you

Child Safety

Frankston City Council is a Child Safe Organisation and has a zero tolerance for child abuse. Council is committed to creating and maintaining a child safe environment where all children are valued and protected from harm and abuse and will promote a whole of community approach to keeping children safe.

At Frankston City Council, protecting children and preventing child abuse is embedded in the everyday thinking and practice of all councillors, employees, contractors and volunteers. Please refer to the Child Safety and Wellbeing Policy located on the Frankston City Council website on the Child Safety Page as this will be referred to in an interview.

Pre-Employment Information

You will need to provide evidence of your right to work in Australia, certified copies of your qualifications, a current Driver Licence and Working with Children Check. You must also be willing to provide a Pre-Employment Health Declaration and undertake a National Police Record Check.