Position Profile Sample

POSITION PROFILE SAMPLE

/ POSITION PROFILE

Position details

Position Title Customer Contact Officer

Position Number 3138

Position Type Established

Position Classification Award Based – QLD LG Officers Award – Level 3

Department Community Services

Branch Customer Relations

Date Last Reviewed 03 November 2011

organisational environment

All positions within Council have a role to play in the future success of the organisation and the region. It is through integrated approaches, that the organisation will deliver quality products and services and continue to support growth without eroding our environmental, economic and social values.

Corporate Vision and Community Plan / To be Australia’s most sustainable region – vibrant, green, diverse
Organisational Focus / We are an innovative business providing great outcomes for our region
Branch Focus / Deliver customer focussed information and activities that keep the community informed, positively enhance council's reputation, clarify Council’s role in the community, and celebrate community life
Role Focus / To provide excellent service at first point of contact for internal and external customers seeking advice, assistance or information regarding Council

KEY RESPONSIBILITIES

Ø  Provide accurate and timely information and assistance to customers regarding Council operations, by telephone, email and in person, using all available resources.

Ø  Understand and apply Council policies, procedures and guidelines, when responding to customer requests.

Ø  Effectively and efficiently manage service requests, complaints, compliments, general enquiries and transactions.

Ø  Provide front line counter customer services including receiving and processing applications, accept and receipt monies, carry out daily balances and assist with preparation of bank deposits.

Ø  Maintain confidentiality of customer information at all times.

Ø  Provide one on one coaching and mentoring to Customer Contact Officers as required.

Ø  Provide procedural training to Customer Contact Officers as required.

Ø  Participate in the Contact Centre’s Monitoring Analysing and Coaching Program (MAC).

Ø  Contribute to the Contact Centre’s Key Performance indicators, achieving both Unit and individual performance targets and service level agreements.

Ø  Work effectively as a member of the Customer Contact team and ensuring the provision of quality customer service at all times.

Ø  Meet obligations under the Workplace Health and Safety Act as detailed below.

Ø  Such other relevant duties as required from time to time which would generally fall within the skill and knowledge requirements of this position.

SUCCESS Categories AND cAPABILities

The success categories and capability expectations that follow form an integral component of the recruitment and performance management processes and are monitored regularly as part of the performance management cycle. The categories will be used to recruit and to measure performance; they also link to organisation and branch planning documents including the corporate plan.

The way an applicant addresses the success categories, capabilities, and key responsibilities will be used to determine suitability for the position.

All positions in council align with and are measured against the following categories.

Success Categories / Capabilities /
LEADERSHIP
Leadership throughout the organisation
Leading the organisational culture
Society, community and environmental responsibility / Support shared purpose and direction
Understands and supports the organisation’s vision, mission, and business objectives. Identifies the relationship between organisational goals and operational tasks. Communicates with others regarding the purpose of their work. Understands and communicates the reasons for decisions and recommendations to others.
Demonstrates professionalism and probity
Adopts a principled approach and adheres to Council values and to the Code of Conduct. Acts professional at all times and operates within the boundaries of organisational processes and legal and public policy constraints. Operates as an effective representative of the organisation in internal forums.
Engages with risk and shows personal courage
Provides impartial and forthright advice. Justifies own position when challenged. Acknowledges mistakes and learns from them, and seeks guidance and advice when required.
S STRATEGY AND PLANNING
Strategic direction
The planning process / Thinks strategically
Understands the work environment and contributes to the development of plans, strategies and team goals. Identifies broader influences that may impact on the team’s work objectives. Demonstrates an awareness of issues for own work and work area.
Shows judgement, intelligence and commonsense
Undertakes objective, systematic analysis and draws accurate conclusions based on evidence. Identifies problems and works to resolve them. Thinks laterally, identifies and implements improved work practices.
INFORMATION AND KNOWLEDGE
Generating, collecting and analysing the right data to inform decision making
Creating value through applying knowledge / Harnesses information and opportunities
Draws on information from diverse sources and uses experience to analyse what information is important and how it should be used. Maintains an awareness of the organisation and keeps self and others well informed on issues that may affect work progress.
Applies and builds professional expertise
Values specialist expertise and capitalises on the knowledge and the skills of others within the organisation. Contributes own expertise to achieve outcomes for the business unit.
PEOPLE
A great place to work
Building organisational capacity through people / Values individual differences and diversity
Recognises the positive benefits that can be gained from diversity and explores diverse views. Recognises the different working styles of individuals, and factors this into the management of people and tasks. Tries to see things from different perspectives. Treats people with respect and courtesy.
Shares learning and supports others
Identifies learning opportunities for others and delegates tasks effectively. Agrees clear performance standards and gives timely praise and recognition.
Makes time for people and offers full support when required. Provides constructive feedback. Recognises and notes under performance where appropriate.
Demonstrates self-awareness and a commitment to personal development
Seeks feedback from others. Communicates areas of strengths and acknowledges development needs. Reflects on own behaviour and recognises the impact on others. Shows commitment to learning and self development.
Listens, understands and adapts to audience
Seeks to understand the audience and tailors communication style and messages accordingly. Listens carefully to others and checks to ensure their views have been understood. Checks own understanding of others’ comments and does not allow misunderstandings to linger.
CUSTOMER AND MARKET FOCUS
Gaining and using knowledge of customers and markets
Effective management of customer relationships
Customer perception of value / Nurtures internal and external relationships
Builds and sustains positive relationships with team members, stakeholders and clients. Is responsive to changes in client and stakeholder needs and expectations.
Listens to, understands and recognises the needs of others
Actively listens to staff, colleagues, clients and stakeholders. Involves others and recognises their contributions. Consults and shares information and ensures others are kept informed of issues. Works collaboratively and operates as an effective team member.
Negotiates confidently
Approaches negotiations with a clear understanding of key issues. Understands the desired outcomes. Identifies relevant stakeholders’ expectations and concerns. Discusses issues credibly and thoughtfully. Encourages the support of relevant stakeholders.
PROCESS MANAGEMENT IMPROVEMENT AND INNOVATION
Identification of management of process
Process improvement and innovation
Process outputs / Responds positively to change
Establishes clear plans and timeframes for project implementation. Responds in a positive and flexible manner to change and uncertainty. Shares information with others and encourages cooperation in coping with change.
Promotes and adopts a positive and balanced approach to work
Persists with, and focuses on achieving objectives even in difficult circumstances. Remains positive and responds to pressure in a calm manner.
Communicates clearly
Confidently presents messages in a clear, concise and articulate manner. Focuses on key points and uses appropriate, unambiguous language. Selects the most appropriate medium for conveying information and structures written and oral communication to ensure clarity.
SUCCESS AND SUSTAINABILITY
Measuring and communicating organisational performance
Achieving sustainability / Identifies and uses resources wisely
Reviews project performance and identifies opportunities for improvement. Makes effective use of individual and team capabilities and negotiates responsibility for work outcomes. Is responsive to change in requirements.
Takes responsibility for managing work projects to achieve results
Sees projects through to completion. Monitors project progress and manages priorities. Commits to achieving quality outcomes and adheres to documentation procedures. Seeks feedback from supervisor to gauge satisfaction.
Commits to action
Takes personal responsibility for meeting objectives and progressing work. Shows initiative and does what is required. Commits energy and drive to see that goals are achieved.

REQUIREMENTS OF THE Role

Corporate Requirements

Ø  Code of Conduct

Ø  Zero Harm – Great Health

Ø  CEO Sustainability Principles

Specific and Mandatory Requirements

Essential

Ø  Completion of year 12 studies

Ø  Certificate III in Customer Contact, Business Administration/Local Government, other relevant disciplines or equivalent experience

Ø  Staff are required to wear the Council uniform, where provided, and adhere to the uniform guidelines

Desirable

Ø  Customer Contact Centre experience

Ø  Certificate IV in Training and Assessment

Reporting arrangements

Reports to / Customer Contact Supervisor
Team Leadership / Supervision / N/A
Internal Liaison / Manager, Team Members, Executive Director, Councillors and other Council employees
External Liaison / Community Members and Groups, Businesses, Other Government Authorities
Delegations / As per Council’s Delegations of Authority relating to financial, administrative, human resource management, workplace health and safety and environmental management responsibilities

Additional Information

Additional information can be found at www.sunshinecoast.qld.gov.au

THE Recruitment contact

Contact Person – Leane Nielsen

Contact Details – 07 5420 8038

Submit Your Application To -

What to Include in Your Application

Your written application should include:

Ø  a current resume,

Ø  a covering letter and;

Ø  a written application, of no more than 3 pages, highlighting your ability to meet the 7 success categories listed. When responding be sure to use examples that are relevant to the key responsibilities of the position and broadly consider the capabilities relevant to each.

Note: Competency based testing may be required at time of interview.

COVERING LETTER SAMPLE

Isabelle Gosling

42 Aragon St

MOOLOOLABA QLD 4557

10 November 2011

Human Resources Branch

Sunshine Coast Council

Locked Bag 72

SUNSHINE COAST MAIL CENTRE QLD 4560

Dear Sir/Madam

RE: Vacancy 3138 – Customer Contact Officer

I am writing to express my interest in applying for the above position recently advertised on your website. Please find attached my résumé and response to the seven success categories.

I have over six years work experience in various customer service roles and am currently employed as a senior member of the customer service team at BMR Hotel Group in Townsville. In my current position, I am required to deal with clients at all levels both face-to-face and over the telephone. I am also responsible for the supervision, mentoring and training of other members in the customer service team.

I am relocating to the Sunshine Coast and am seeking full time employment in a customer service position. I am very interested in obtaining employment in local government and believe I have the necessary qualifications, skills, motivation and commitment required for the role.

Thank you for taking the time to consider my application. I look forward to hearing from you soon.

Yours Sincerely,

Isabelle Gosling

M: 0412 3456 7890

Email:

RÉSUMÉ SAMPLE

Isabelle Gosling

PERSONAL

Address: 42 Aragon St

Mooloolaba Qld 4557

Mobile: 0412 3456 7890

Email:

CAREER OBJECTIVE

My aim is to continue to develop my career in customer relations, using the knowledge, skills and abilities I have gained in both my tertiary education and employment history. I am looking for a position that offers challenges and the opportunity for professional development and continuous learning.

EDUCATION AND QUALIFICATIONS

2010 – Current Certificate III Customer Contact

Barrier Reef Institute of TAFE – Townsville

2005 – 2007 Bachelor of Arts

James Cook University – Townsville

2001 – 2005 St Patricks College – Townsville

Overall Position (OP) Score of 13

Year 12 Certificate

TRAINING

·  Microsoft Office Proficiency Training – Barrier Reef Institute of TAFE (2011)

·  Performance Management – ABM Pty Ltd (2011)

·  Being an Effective Mentor – ABM Pty Ltd (2011)

·  Customer Service in Action – Customer Service Institute of Australia (2010)

·  Customer Service Intensive Training Program – BMR Hotel Group (2009)

·  Conflict Resolution – The Flight Company (2007)

·  Responsible Service of Alcohol – Far North Queensland Institute of TAFE (2007)

·  Cash Handling – Townsville News (2005)

WORK HISTORY

Jul 2009 – Current Senior Customer Liaison Officer

BMR Hotel Group, Townsville

Duties:

·  Providing a high level of customer service to hotel guests, internal and external clients seeking information, advice and assistance

·  Managing requests, tour bookings, complaints, general enquiries and transactions

·  Facilitating in-house training to customer service employees

·  Employee supervision (4 employees)

·  Mentoring new members of the customer service team

·  Clerical and administrative duties

Mar 2008 – Jun 2009 Call Centre Operator

Happy Healthy Families Health Insurance Company, Townsville

Duties:

·  First point of contact for customers seeking insurance policy information

·  Dealing with customer enquiries, requests and complaints over the phone

·  Processing insurance applications

·  Liaising between customers and insurance officers

·  General administration

Nov 2007 – Feb 2008 Customer Liaison Officer (Temporary Position)

The Flight Company, Cairns

Duties:

·  Assisting customers with flight booking enquiries and alterations

·  Ticketing and processing cash and credit card transactions

·  Assisting with telephone enquiries from passengers, other ports and other airlines

·  Providing customers with flight updates, delays and ensuring customer satisfaction

·  Assisting elderly and disabled passengers with check-in and baggage queries.

Jan 2007 – Jun 2007 Customer Service Officer (Work Experience)

GBR Council, Townsville

Duties:

·  Providing information and assistance to internal and external customers via telephone, face-to-face and email contact

·  Responding to enquiries and complaints by referring to council policies, procedures and guidelines

·  General administration