POSITION DESCRIPTION – Neighbourhood Centres Customer Experience Officer Position Number(s) 1100, 1100, 1116, 1116 Classification Level 3 People Leader Team Leader Neighbourhood Centres Department City Services Division Community Connections Key Relationships Neighbourhood Centre Team, Community Wellbeing Unit, Vibrant Communities Team, Positive Ageing and Inclusion Team, Libraries.
Purpose The position will be responsible for supporting the delivery of professional, effective and efficient operations across the four Neighbourhood and Community Centre's reception and various meeting spaces.
The primary objective of this position will be to maintain a high level of customer service function at the reception desk, including venue hire, administration and operational tasks with the key focus on ensuring activities of the centre are in accordance with Council's and the client requirements.
This role will provide opportunities in a positive and energetic collaboration together with the Neighbourhood Centre Team to deliver culturally diverse and inclusive capacity building initiatives and programs.
Strong communication skills and ability to maintain solid relationships (with internal and external) stakeholders will be vital to this role.
Key Outcomes Support the day-to-day operations and delivery of programs at the Centre through reception, administration and operational tasks, data collection and promotion.
Provide general customer service as part of the Centres team which includes working on the reception desk, answering telephones to assist customers accessing Centre services, taking bookings and handling cash.
Provide support to Centres through keeping online programs current and up-to-date through the Eventbrite system and entering all relevant data from programs and bookings into online data entry systems to ensure all statistics and evaluations are entered into the various systems for "on-time" reporting across programming.
Assist to promote programs using a variety of marketing and promotional methods including Social Media and online platforms.
In partnership with the Neighbourhood Centre Team, assist with the development of programs and events.
Accurately prepare and distribute venue administration such as client correspondence, quotes, invoices, marketing material and booking/safety paperwork etc.
Set up meeting room furniture and facilities/technology as per booking, when necessary.
Undertake induction tours and proactive asset pre and post hire inspections and other measures that ensure facilities are presented in a condition that meets customer needs and creates a sense of pride through their appearance and function, ensuring safe work practices are used by all hirers throughout the centre.
Willingness to participate and work across all Centre sites in corporate and Community Centre activities whilst promoting a positive image of council.
Comply with existing Work, Health and Safety legislation and regulation obligations and apply "Think Safe Live Well" philosophy.
Embrace ethical and moral behavior and report any suspected instances of fraud and/or corruption in accordance with Fraud and Corruption Management and the Code of Conduct.
All other duties as required.
Person Specification Essential Requirements Australian residency.
Advanced communication skills both written and verbal.
Skills, Knowledge and Experience Experience in working in a Neighbourhood / Community Centre environment.
Proven experience in managing a busy reception with face-to-face communication, telephone and email.
Ability to communicate effectively and work with a diverse customer group.
Strong attention to detail and organisational skills.
Demonstrated experience with Microsoft Office suite software, computer literacy and troubleshooting skills, specifically with regards to electronic presentations.
Knowledge of Online Booking program including Eventbrite, audio, visual and media systems.
Ability to 'set up' - 'pack down' for hirer use, which may include extensive manual handling tasks.
Strong verbal and written communication skills.
Good time management skills and ability to prioritise conflicting activities/tasks.
Flexibility to meet changing priorities and variable working duties and hours.
Ability to work in a small team environment.
Knowledge of safe work practices pertaining to technical and venue operations.
Commitment to provide high level of customer service to both internal and external customers.
Experience in working with and supervising volunteers.
Personal Attributes Adhere to the City of Marion Values.
Self-motivation – ability to take ownership and work with little direction.
Ability to build strong work relationships with a wide variety of stakeholders and gain their cooperation.
Desired Requirements Qualifications Certificate 4 level or higher Community Services, Business Administration or Event Management.
Skills, Knowledge and Experience Knowledge and understanding of local government.
Relevant experience in venue operations and related customer service.
Working knowledge of statute and regulations to Work Health Safety, public buildings and venue hire spaces.
Special Conditions Some rostered out of hours' work including weekend and evenings will be required.
The position may be required to work across any City of Marion Neighbourhood Centre location.
This position is a Prescribed Position and the incumbent will require valid DHS Screens (Working With Children/Vulnerable/Aged/Disability) whilst in the role.
Child Safe Environments Training is required every 3 years.
Current driver's licence.
Position Description Confirmation and Acknowledgement By signing the 'City of Marion Employment Acceptance Statement' in your Letter of Offer, you are agreeing to the Position Description attached to your Offer.
#J-18808-Ljbffr
