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Position Details
Reference Number 14281
Position Title Customer Service Development Officer
Employment Status Temporary Full Time
Entity Frankston City Council
Geographical Location Frankston
Award Classification Award 5 - Band Levels 5
Hours Per Fortnight 76

Customer Service Development Officer

Permanent Full Time

Band 5 $72,097.83 per annum plus superannuation

Frankston City Council is located on the eastern shores of Port Phillip Bay and is 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.


The Customer Service and Experience team sits within the Community Relations department encompassing Tourism and Campaign Marketing, Communications, Advocacy and Community Engagement. 


The role

An exciting opportunity is available to join an innovative, forward thinking Customer Service and Experience Team.


This role will contribute to the change of culture within the organisation to become more customer focused, where our customers are provided, consistent, respectful, clear and easy to access service.


You will support the Customer Service Team by developing and implementing learning initiatives and activities that drive continuous learning and knowledge improvement, enabling officers to offer a consistently high level of service within the Customer Service and Experience team.


This role provides timely and effective coaching to Customer Service Officers, to ensure a one stop shop provision of information and services to the community through identifying training opportunities and areas for individual or team improvement and provide mentoring, coaching and leadership support, focusing on emotional intelligence, behavioural and performance improvement.


About you


We are seeking an enthusiastic, highly experienced Customer Service expert. As a Development Officer, you will have the capacity to influence outcomes through effective communication, exceptional mentoring and motivational skills. Along with your ability to think laterally and solve complex problems, you will be well organised and can prioritise a range of competing demands.


We are looking for someone who will proactively support the team to develop solutions and drive continuous improvement.  You will also thrive in a complex, ever changing, busy environment.


You will have a relevant demonstrated experience in development of training programs. You will have experience in delivery of training programs to enhance performance. Exceptional communication skills particularly in the area of performance management is essential to your success in this role.


Why join us?


Be a 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

  • Rostered Day Off
  • Access to additional leave through the Christmas-New year closure of Council.
  • Ongoing professional and career development opportunities

Frankston City 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.

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

Frankston City Council is committed to promoting and protecting children from abuse. We have zero tolerance for child abuse


For a position description and to apply please select "Apply now"

Selection Criteria
Contact Person Erin Carson
Contact Number 03 9768 1630
Closing Date 09/04/2021
Supporting Documents
Position Description click here to view