Coordinator Customer Service at Rockhampton Regional Council

1.       Job Title:                              Coordinator Customer Service – 2536

Location:                              Rockhampton

A great opportunity exists for a Coordinator Customer Service to join Council’s Corporate and Technology Section working in a customer focused team environment located in Rockhampton. The Coordinator will be responsible for managing Council’s customer service operations and overseeing the Customer Service Unit ensuring safe and productive operations in a professional, efficient and confidential manner ensuring the development of good working relationships with all staff and the public.

General Position Statement:

This position is tasked with effectively managing Council’s customer service operations and overseeing the Customer Service Unit ensuring safe and productive operations in a professional, efficient and confidential manner ensuring the development of good working relationships with all staff and the public.

This position is also a key member of the Corporate & Technology Leadership Team and provides specialist professional advice, analysis and support to senior managers within Council.

Performance standards and expectations relating to this position will be detailed in the individual performance plan.

Specific Responsibilities:

·         Lead and manage the Customer Services team including the unit’s human and physical resources in an efficient and cost effective manner.

·         Provide advice as the customer service subject matter expert to drive a customer service focused culture throughout the organization committed to Council’s values and strategic objectives.

·         Deal with both strategic and complex technical customer relationship management (CRM - Pathway) issues, and negotiate outcomes within a sensitive political environment and work with key CRM stakeholders to make significant discretionary decisions.

·         Manager Council’s contracted After Hours service ensuring positive results for the community and contractor compliance with key performance indicators.

·         Build a highly performing customer service and call centre team that is results orientated through direction and guidance.

·         Ongoing development, implementation and operation of the Customer Service Charter in accordance with best practice, standards and legislation.

·         Identify, develop, implement and monitor operational plans and schedules for the unit.

·         Continuously seek to innovate and implement improvements to processes and service delivery.

·         Responsible for the development and management of the unit’s operational and capital budgets.

·         Refer matters that may impact upon the business, Council and employees to the relevant Supervisor or Manager.

Position Requirements:

Skills/Competencies

·         Demonstrated extensive experience and knowledge of statutory and operational requirements relevant to the customer service and call centre operations in a local government or equivalent environment.

·         Demonstrated substantial negotiation skills and experience with internal and external customers.

·         High level proficiency in comprehensive report writing and demonstrated ability to produce logical, plain-English, and professionally written communication.

·         Highly developed planning and management skills.

·         Demonstrated strong capacity to plan workload, achieve set goals and meet deadlines.

·         Excellent communication (oral and written) and interpersonal skills relevant to the position and strongly focused on the provision of quality customer service.

·         Demonstrated high level financial and budget management skills.

Qualifications

·         Tertiary qualifications in a relevant field and/or relevant experience in the field of specialist expertise relating to customer service and call centre operations.

Desirable Qualifications and Experience

·         Experience in a local government environment.

Selection Criteria:

·         Demonstrated extensive experience and knowledge of statutory and operational requirements relevant to the customer service and call centre operations in a local government or equivalent environment.

·         Demonstrated experience in managing a team focused on quality customer service and planning the unit’s workload to achieve set goals and meet deadlines.

·         Demonstrated substantial negotiation skills and experience with internal and external customers.

·         Excellent communication (oral and written) and interpersonal skills relevant to the position and strongly focused on the provision of quality customer service.

·         High level proficiency in comprehensive report writing and demonstrated ability to produce logical, plain-English, and professionally written communication

How to Apply:

Applications for any vacancy must be received by the closing date shown on the advertised position and should be forwarded to:

Post to: Workforce and Strategy

Rockhampton Regional Council

PO Box 1860

Rockhampton Qld 4700

OR

Deliver to: Workforce and Strategy Careers Corner

Rockhampton Regional Office

City Hall

Bolsover Street

Rockhampton Qld 4700

Fax to: +61 7 4936 8860

Enquires: 07 4936 8352

E-mail to: employment@rrc.qld.gov.au (.doc & .pdf files only)

Deadline:                             07/10/2013

Business Administration Trainees at Rockhampton Regional Council

1.       Job Title:                              Business Administration Trainees

Location:                              Rockhampton

Rockhampton Regional Council is seeking highly motivated candidates for 2014 Business Administration Traineeships. There are six traineeships available including roles working in Sports and Education, CQ Home Assist, Community Services, the Rockhampton Airport, Fitzroy River Water and Waste and Recycling. These positions are for a Temporary Fulltime period of 12 months and supports Council’s direction by undertaking a Business Administration Traineeship focusing in finance with the commitment to providing administration assistance.

General Position Statement:

This position supports Council’s direction by undertaking a Business Traineeship with the commitment to providing administration assistance in a professional, efficient and confidential manner ensuring the development of good working relationships with all staff and the public.

Performance standards and expectations relating to this position will be detailed in the individual performance plan.

Position Responsibilities:

·         Commitment to undertaking all traineeship requirements and to the successful completion of the traineeship.

·         Assist in the provision of administrative support to the Section including filing, mail distribution, data entry, basic word processing, telephone answering and other required tasks.

·         Undertake routine activities of a clerical and/or support nature.

·         Assist in the provision of routine information including general reception duties.

·         Refer matters that may impact upon the business, Council and employees to the relevant Supervisor or Manager.

·         Undertake other relevant duties as directed, consistent with skills, competence and training.

Position Requirements:

Skills/Competencies

·         Studying towards a Certificate III in Business.

·         Basic numeracy, keyboard, written and verbal communication skills.

·         Developing knowledge of work practices and policies relevant to the section/unit.

·         Basic planning and organizational skills.

·         Ability to use MS Office Suite and learn to operate Council’s computer systems including Finance

·         One, ECM, Pathways.

Behaviours

·         Customer Service – Ensure that you are focused on our customer/s when carrying out your responsibilities.

·         Safety – Carry out your duties in a safe manner whilst ensuring the safety of your team members and customers, in accordance with Council’s Health and Safety Duty Statements and associated safety policies / procedures.

·         Code of Conduct – Ensure that your behaviour is aligned with the Code of Conduct.

·         Council Values – Ensure that your behaviour is aligned with the values statement adopted by Council.

Physical Requirements

·         Ability to work in an office environment.

·         Ability to legally operate a motor vehicle under a “C” Class Licence.

·         Ability to complete a Functional Capacity Evaluation.

How to Apply:

Applications for any vacancy must be received by the closing date shown on the advertised position and should be forwarded to:

Post to: Workforce and Strategy

Rockhampton Regional Council

PO Box 1860

Rockhampton Qld 4700

OR

Deliver to: Workforce and Strategy Careers Corner

Rockhampton Regional Office

City Hall

Bolsover Street

Rockhampton Qld 4700

Fax to: +61 7 4936 8860

Enquires: 07 4936 8352

E-mail to: employment@rrc.qld.gov.au (.doc & .pdf files only)

Deadline:                             30/10/2013

Senior Workplace Health and Safety Adviser Job at Rockhampton Regional Council

1.       Job Title:                              Senior Workplace Health and Safety Adviser – 3420

Location:                              Rockhampton

General Position Statement:

·         This position supports Council’s direction by providing specialized service and advice to employees and Management in the provision of all Workplace Health and Safety functions, including risk management, hazard identification and incident investigations.

·         Performance standards and expectations relating to this position will be detailed in the individual performance plan.

Specific Responsibilities:

·         Provide specialist advice and assistance in all areas of Workplace Health and Safety, such as Hazard and risk management, statutory compliance, incident investigation, training and induction.

·         Ensure a highly confidential and professional manner at all times in both daily operations and dealing with others.

·         Develop and maintain professional working relationships within Workforce and Strategy and all groups particularly General Managers, Managers, Supervisors and external providers.

·         Promote the Workforce and Strategy Section via communication of its services and assisting with the development, improvement and implementation of internal systems, process and practices.

·         Provide expert advice in the development and implementation of comprehensive workplace health and safety programs.

·         Monitor, respond and investigate workplace health and safety legislation impacts and emergencies.

·         Undertake incident investigations and provide detailed reports and recommendations to management.

·         Coordinate the Hazard Identification and Incident Reporting systems for your area of responsibility.

·         Participate as a member of Council’s Peak Safety Committee and other WHS Committees.

·         Conduct inspections at the workplace to identify any hazards and unsafe or unsatisfactory workplace health and safety conditions and practices and report in writing to management any hazards and unsafe or unsatisfactory workplace health and safety practices identified during the inspections.

·         Undertake responsibility for moderately complex projects, utilizing a degree of initiative and judgment.

·         Assist the Safety Supervisor in the preparation of reports within prescribed timeframes.

Skills/Competencies

·         Demonstrated experience in the provision of comprehensive workplace health and safety programs and policies.

·         Demonstrated high level of knowledge pertaining to Workplace Health & Safety, relevant legalization and best practices.

·         Demonstrated ability to research, collate information and provide written reports and recommendations.

·         Demonstrated interpersonal skills with the ability to negotiate mutually beneficial outcomes and deal with many different types of people.

·         Demonstrated ability to effectively operate computer systems including MS Office Suite.

·         Demonstrated ability to plan and organize workload and operate with a high degree of autonomy, while focusing on providing proactive assistance to all clients.

·         Comprehensive knowledge, or demonstrated ability to gain knowledge, of Council processes, policies and systems.

·         Demonstrated experience in conducting moderately complex incident investigations and providing detailed reports.

·         Demonstrated high level attention to detail.

Qualifications

·         Tertiary qualifications in a relevant field and/or significant experience in workplace health and safety management systems.

Desirable Qualifications and Experience

·         Experience in a local government environment.

·         Experience in a similar role within a large and complex organization.

·         Experience in conducting incident investigations.

·         Accredited auditor of occupational or workplace health and safety programs.

·         A general construction induction card via completion of competency - CPCCOHS1001A Work safely in the construction industry.

Selection Criteria:

·         Demonstrated experience in the provision of comprehensive workplace health and safety programs and policies.

·         Demonstrated high level of knowledge pertaining to Workplace Health & Safety, relevant legalization and best practices.

·         Demonstrated ability to research, collate information and provide written reports and recommendations.

·         Demonstrated interpersonal skills with the ability to negotiate mutually beneficial outcomes and deal with many different types of people.

·         Demonstrated ability to plan and organize workload and operate with a high degree of autonomy, while focusing on providing proactive assistance to all clients.

·         Demonstrated experience in conducting moderately complex incident investigations and providing detailed reports.

How to Apply:

Applications for any vacancy must be received by the closing date shown on the advertised position and should be forwarded to:

Post to: Workforce and Strategy

Rockhampton Regional Council

PO Box 1860

Rockhampton Qld 4700

OR

Deliver to: Workforce and Strategy Careers Corner

Rockhampton Regional Office

City Hall

Bolsover Street

Rockhampton Qld 4700

Fax to: +61 7 4936 8860

Enquires: 07 4936 8352

E-mail to: employment@rrc.qld.gov.au (.doc & .pdf files only)

Deadline:                             07/10/2013