Position Customer Service Officer

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                                          Customer Service Officer

CLASSIFICATION                       :        Band 3
                                              As per Banyule City Council
                                              Enterprise Agreement No. 4 – 2005

DEPARTMENT                           :        Community Programs

SECTION                              :        Banyule Leisure Facilities Management

OCCUPANT                             :        Vacant

DATE                                 :        June 2009

REVISED BY                           :        Administration/Customer Service Coordinator


To undertake customer service functions at the reception, kiosk and cafeteria areas of the leisure facilities
managed and operated by the Banyule Leisure Facility Management;


•      All staff are required to work all rostered shifts and will adhere to correct Shift Change Procedures

•      All staff are required to be signed on and at work stations prepared and ready by the time their shift is
       scheduled to commence

•      All staff are expected to attend all shifts in full, well presented uniform as supplied/or requested by BLFM

•      All staff are required to attend scheduled meetings and in-house training sessions

•      Attend Mandatory Banyule City Council Corporate Training as required

•      Maintain Mandatory Qualifications

•      All staff are to perform at a high standard of service provision when dealing with all persons in a consistent,
       prompt, respectful, positive and professional manner.

•      Adhere to Banyule’s policies and procedures as per Banyule Management Manual.

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    Facility                                                                     04/08/2009

Service Delivery

•      Maintain a professional and courteous approach to internal and external customers at all times.

•      Ensure that customers adhere to the rules and regulations

•      Ensure that the reception, cafeteria/kiosk and administration areas are clean, tidy and presented in a
       professional manner

•      Undertake accurate transactions and reconciliation at the end of shifts;

•      Provide accurate information regarding facilities, services and programs to customers.


•      To meet required sales targets.
          o Membership
          o Merchandise
          o Café/Kiosk
          o General Point of Sale transactions

•      To adhere to the sales systems – Training For Success
           o Attend Training
           o Enquiring Handling
           o To gather and provide information to enable client to make an informed decision on membership
           o Membership Sales


•      Adhere to security procedures with respect to money handling, opening and closing procedures

•      Adhere to all health regulations regarding the handling, preparation and sale of food.

•      Undertake bookings for programs and facility hire

•      Provide administrative support including but not limited to, word processing, photo copying, preparing mail
       outs, collating customer survey data, clerical work

•      Assist with restocking kiosk, merchandise and cafeteria areas and stock control;


•      Assist in the general running of the facilities by undertaking other duties including but not limited to, assisting
       in the running of programs, general cleaning and promotional activities.


Position reports to:        Customer Service / Administration Coordinator and Customer Service Team Leader.

Supervises:                 Nil

Internal Liaisons:          Other staff of the Banyule Leisure Facility Management Team and staff of the Banyule
                            City Council.

External Liaisons:          Customers of the leisure facilities, sporting organizations, facility members, schools,
                            community organisations, residents, general public, suppliers and contractors.

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    Facility                                                                     04/08/2009
Accountable to the Administration Coordinators and Customer Service Team Leader for the provision of a friendly
and professional customer service to patrons. The position is also accountable for the operation of the cafeteria,
kiosk and merchandise sales areas.

The position has the authority to provide information to the customer on facilities, services, programs,
membership packages, fees and charges and other relevant information.

Under the direction of the Administration Coordinators, the position also has the authority to implement
administrative policies, procedures and systems for the efficient and effective operation of the facilities.

The incumbent will be required to:

• Exercise independence, initiative and common sense in solving day-to-day issues.

• Ensure that professional conduct is engaged at all times, be aware of the open environment in which we
  operate and make choices to ensure that customers are given our full attention.

• Solve problems and make decisions based on the application of organisational and team strategies and

Supervision is generally in the form of pre-determined objectives and guidelines.
Guidance is readily available

The Customer Service Officer should have a sound knowledge of safe food handling procedures, administrative
systems, including but not limited to, computer software such as point of sale and business/word processing
applications, reconciliation of transactions (including cash handling), merchandise and product sales.

The Customer Service Officers must have the ability to work co-operatively with other staff, deal with difficult
customers and solve problems. The Customer Service Officer must also have a practical approach to tasks and
sound office administration skills.

Good organisational skills, presentation and time management are also essential.

Strong verbal communication skills are required in the position.

A strong customer service orientation is required in dealings with customers, residents, contractors and suppliers.

•      Must recognize that everyone on the staff has an equal right to enjoy their job, treating others, at all times as
       they would like to be treated.

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    Facility                                                                    04/08/2009
Although no formal qualifications are required for the position, applications from students or new graduates would
be encouraged. Relevant qualifications include, recreation, sports management, facilities management,
hospitality, food technology, physical education or human movement.

Some experience in the leisure facility industry would be desirable. Experience in customer service, sales,
administration and food preparation and handling is advantageous.

• A current Level 2 First Aid Certificate
• A current CPR Certificate


Conduct all work according to the requirements of the Banyule Management System, incorporating the Banyule
Management Manual and Service Unit specific Quality and Cost Standards and procedures. The Banyule
Management System incorporates Council’s Quality, Environmental and OH&S Management Systems

Environmental & Sustainability Requirements

•      Adhere to Council’s Environment Policy and Environment Strategy
•      Adhere to Council’s Sustainability Code of Practice and Environmental Purchasing Guidelines

OH&S Requirements

•      Adhere to all safe working procedures in accordance with instructions.
•      Adhere to Council’s OH&S and risk management policies.
•      Take reasonable care of themselves and others who may be affected by their actions.
•      Ensure due care is taken for any Council property for which the officer is responsible.
•      Take due care to prevent property losses, and report any discovered damage to Council property.

Relevant Physical Requirements

Posture               •   Sitting approximately 50% of the day at workstation or in meeting
                      •   Driving up to 30 minutes at a time between offices and looking at
                      •   Some standing
                      •   Some walking

Upper Limb /          •   Approximately 30% of the day spent using computer keyboard
Body                  •   Some handwriting
                      •   Some reaching above shoulder and bending below the knee to
                          access files and books
                      •   Some sustained neck flexion may be required when reading

Trunk                 •   Some twisting in a seated position to access drawers at the desk
                      •   Bending below the knee

Other                 •   Simultaneous talking on the telephone and writing down of notes

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    Facility                                                                   04/08/2009
Work              •   Indoor air conditioned offices with carpeted floors

Work Station      •   Work station positioned level with the fixed desk height
                  •   Fully adjustable chair provided

Weights           •   Lifting weights up to approximately two reams of A4 paper
                  •   Lifting computers and associated equipment

Rate              •   Has to be able to meet deadlines for completion of reports/projects
                      and getting documents out on time



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Facility                                                                   04/08/2009

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Description: Position Customer Service Officer