Job Details
  • ReferenceBH-139905
  • LocationNew South Wales
  • Salary$70000 per annum
  • Job TypeFull Time
  • Postedabout 1 month ago
  • ConsultantJess Kaur
As one of the Australia’s largest providers of human resources solutions, Chandler Macleod has a proven track record of unleashing potential in people and companies. For over 40 years Chandler Macleod’s recruitment business has connected leading-edge projects and employers with outstanding business professionals.

Our client is seeking to engage a Terminal Customer Service Officer on a permanent, full time role.
Position Overview
Duties & Responsibilities:
Customer Service
  • Friendly and courteous interaction with all customers.
  • Responsible for the timely and effective response to all customer inquiries within CSO scope or experience.
  • Forwarding of inquiries to appropriate management/department if outside of CSO scope or experience.
  • Answering all calls from telephone and intercoms professionally and respectfully under all circumstances.
  • Site cleanliness - litter patrol and reports.
Security & Work Health & Safety
  • Security & WHS responsibilities include acting in accordance with all agency Procedures and Policies as routinely advised.
  • Management and reporting of all accidents, incidents, and observed and reported deficiencies within the scope and range of CSO duties and activities.
  • Attendance and cooperation in all Emergency & Security Training sessions and exercises.
  • Maintaining vigilance for suspicious behavioural or other activity including routine confirmation of the identity and authorised presence of all people.
  • Liaison and cooperation with AFP, CTFR & other contracted Security groups in performance of these duties.
Kerbside Management
  • Traffic management including monitoring and controlling all ground transportation. This includes vehicle presence at kerbside (pick-up/drop-off), loading zones, pedestrian access, taxi, bus, VIP movements, and hire car operations.
  • Cleaning and Maintenance of shared traffic areas as applicable.
  • Direction of passengers and assistance as required (e.g. assisting visually or mobility impaired persons)
Terminal Operations
  • Liaison and cooperation with contractors and tenants as required.
  • Confirming flight arrival and departures as needed to arrange for passenger ground transportation.
  • Reporting of all notable occurrences to management (for example Media presence).
Parking Management
  • Operation of all parking control equipment in accordance with training and experience.
  • Preventative and general maintenance of all parking equipment including signs, gates, ticket & receipt stocks, float and change management, automatic pay machines, change machines, voucher machines, intercoms, general office equipment, as directed and instructed. All maintenance only within scope of training and experience or under direction.
  • Troubleshooting & coordination of repairs and maintenance requests with equipment suppliers and service providers.
Cash Management
  • Observation of all security recommendations and protocols.
  • Daily clearances and reconciliation to machine statements.
  • Maintenance and audit of machine and operational floats.
Reports and Analysis
  • Daily data entry for daily cashier reports.
  • Incident & WHS Hazard reports.
  • Data entry as required for weekly/monthly reports.
  • Daily Timesheets & Leave forms.
Parking and Patrol Operations
  • Patrol of precinct parking areas, short term zones, and restricted zones. Issue of warnings and penalty infringement notices in accordance with authority from ACT Parking Operations, Office of Regulatory Services.
  • Confirmation of ad-hoc parking requests from tenants.
  • Liaison with tenants and visitors to the agency’s Parking Precincts including directions and parking information.
Operating Hours
  • Terminal Customer Service Office operates 7 days a week between the hours of 5:00am and 12:00am.
  • Shifts are based on a roster system averaging 4 days on and 2 days off. Roster includes night shifts, weekends, public holidays and overtime if operationally required due to delayed aircrafts.
Position Attributes:
Excellent Written and Oral Communication Skills
The Customer Service Officer will be communicating with the public and tenants and building strong relationships across the agency. These relationships include both internal and external clients of the agency.
Team Player
The Customer Service Officer will demonstrate teamwork skills within the team and across the agency. This includes no office politics by showing equal respect to your colleagues and team members at all times. As the Customer Service Team have daily interaction with the public and all them and support teams, the Customer Service Officer will too have this same level of contact and will need to develop and foster positive internal and external relationships to manage ad-hoc duties and task as directed by the Team Leader, Customer Service.
Delivery of Service
The Customer Service Officer must ensure the delivery of service to the public, sub-contractors; tenants and clients are attended to in the first instance. This involves the constant feedback on progress to the stakeholders to ensure the delivery of service is of a high standard.
Presentation and Image
The Customer Service Officer must be professionally presented and have a clear understanding that they are representing the agency with a professional manner at all times.
Self-Starter
The role requires a level of autonomy in that the Customer Service Officer provides support to the Team Leader, Customer Service and will not have to require ongoing direction. That is, the Customer Service Officer will understand the position and create opportunities to better the role with fresh ideas and innovative ways of undertaking it.
Feedback
The Customer Service Officer will participate from time to time in a feedback process such as 360 degree or a formal review as part of their professional development. The Customer Service Officer will use this feedback to understand development and learning opportunities associated with their role within the business. Annual reviews will be conducted with your direct manager and Head of Human Resources as well as encouraging live feedback at any time you or your manager feel necessary during your employment. It is expected that Customer Service Officer engage in feedback discussions in an open and constructive manner and work together with their manager on genuine opportunities to improve performance.
Target Safety – Aim High
Take reasonable care for their own health and safety.
Take reasonable care that their acts or omissions do not adversely affect the health and safety of other persons.


If you feel you are a suitable candidate submit your application by hitting “Apply for this job”. Alternatively, you can call Fiona Bell on 02 6268 9931 or email Fiona.Bell@chandlermacleod.com for further discussion.