Contracts Support Officer. City Services. Jamie Westhorpe

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1 POSITION TITLE: Contracts Support Officer POSITION NUMBER: 1745 CLASSIFICATION/BAND: City of Greater Geelong Enterprise Agreement (as amended from time to time) Band 5 Salary $59, to $67, per annum, plus superannuation STATUS: Permanent full-time position DIVISION: DEPARTMENT: City Services Environment and Waste Services APPROVED BY: Jamie Westhorpe DATE APPROVED: September 2014 POSITION OBJECTIVE: Support the resolution of complaints and requests relating to contracted waste services and ensuring service provision is consistent with contract specifications and the provision of quality, customer-focussed waste collection services. Support efficient contract management and procurement processes and facilitate compliance with Council practices and legislative requirements.

2 THE CITY OF GREATER GEELONG: The City of Greater Geelong is one of the largest local government areas in Victoria. The City provides more than 120 services to the municipality which has a population of more than 200,000. The City has an annual budget of $229 million and employs over 2000 staff. It also utilises a large number of volunteers. The organisation has five divisions: Community Services; Corporate Services; Economic Development, Planning and Tourism; City Services and Projects, Recreation and Central Geelong. Geelong: Located 75 kilometres from Melbourne, Geelong is Victoria s second largest city and is renowned for its stunning north facing waterfront which overlooks Corio Bay. Geelong is a vibrant cosmopolitan city with a relaxed coastal flavour. It is recognised as offering one of the best lifestyles in Australia. Geelong has all the modern amenities of larger cities, combined with a clean and healthy environment. Just minutes away from the city centre are kilometres of pristine beaches, charming seaside townships and unspoilt rural hinterland. Geelong is also the gateway to the famous Great Ocean Road and some of the best surf beaches in the world. The City offers excellent educational opportunities. Geelong Grammar, Geelong College, The Gordon and Deakin University are just some of the schools and tertiary institutions in the region. ORGANISATION ENVIRONMENT: Geelong is among the largest of 79 Councils which collectively represent approximately 5 million Victorians. While each Council is independent, there are common rules, mainly in the form of State Legislation, which provide the framework in which Councils operate. Our Vision: Greater Geelong: building our community through enterprise, opportunity and innovation in a quality environment. Our Mission: We will focus on developing and maintaining effective working relationships to deliver Council's strategic directions and high quality services that meet the changing needs of our community. Values and Behaviours: Values form the basis of our behaviour; they add meaning to work and they provide a basis for consistent planning and decision making across the organisation. The City of Greater Geelong aims to foster a culture that embraces the organisation values being Integrity, Responsibility, Innovation and Respect. All employees should demonstrate the behaviours that come from these values when carrying out their work.

3 ORGANISATION RELATIONSHIP: This position is part of the City Services Division which comprises the following departments: Engineering Services Environment and Waste Services Infrastructure Operations Parks and Support Services Reports To: Directly Manages: Internal Liaisons: External Liaisons: Team Leader Contract Management. N/A. Waste Management Services staff, City Services staff, Customer Service, Finance, HR, OH&S and other Council Staff. Ratepayers, businesses and Contractors. KEY RESPONSIBILITIES: 1. Ensure customer enquiries, requests and complaints are addressed effectively in a timely manner and in accordance with contract requirements, Council procedures and sound customer service principles. 2. Liaise with residents and contractors, as required, to facilitate the resolution of requests and complaints to ensure services provided are in compliance with contract specifications and Council policies. 3. Refer complex requests and complaints as appropriate to the appropriate officer, ensuring effective communication with customers. 4. Maintain appropriate records of customer requests including the management and resolution of requests and complaints, to support service reviews and contract development processes. 5. Support efficient contract management and procurement processes and comply with Council practices and legislative requirements. Provide advice and assistance within the Unit on the requirements of Council s procurement management system. 6. Review and analyse service performance indicator reports to identify areas of recurring issues or unresolved requests and complaints for follow up action with the contractor. Undertake control audits of data regarding compliance and the resolution of complaints. 7. Liaise with Education Officer to ensure that Council s Cityweb provides up to date and accurate information for the kerbside collection services, commercial garbage collections and landfill enquiries. 8. Provide business support as required to the Waste Unit, including responding to queries regarding service arrangements, costings and escalated requests and complaints. This includes the Commercial and Litter Collection team during peak periods. 9. Ensure the consistent and efficient application of established policies, procedures and systems within relevant areas of responsibility. 10. Identify, implement and maintain system improvements to ensure workflow efficiencies and strong communication between customers, contractors and Council officers. Work with waste contracts officers and Pathways systems specialists in implementing improvements. 11. Manage the mobile garbage bin stock information received from the contractor to ensure appropriate systems are in place for controlling and tracking bins, authorising services and purchasing.

4 12. Liaise with Property and Finance departments to ensure service codes and bin numbers are maintained and updated. 13. Provide assistance in resolving challenging sites and recurring issues by communicating policies, procedures and service limitations to residents and contractors and management of data bases. 14. Provide and collate service and task requests for the Field Officer. 15. Support recycling, greenwaste and waste bin inspection and audit program including follow-up notices to residents. 16. Adherence to all Council s policies and procedures as relevant to this position. 17. Carry out other duties as deemed reasonable and appropriate to the role as directed from time to time. KEY SELECTION CRITERIA: Essential: 1. Relevant post-trade qualification and/or relevant experience in delivery of customer focussed service contracts, customer service, waste management or contract management. 2. Strong communication skills including the ability to gain cooperation to address complaints and requests. 3. Demonstrated experience in a customer-focussed model of service delivery that is time sensitive. 4. Experience with contract management practices and compliance with sound procurement practices, relating to quotations, tenders and specifications. 5. Knowledge of the regulatory framework and compliance requirements relevant to waste management services. 6. Skills in managing time and organising work to established objectives. 7. Experience in implementing policies, procedures and administrative systems relevant to contract management, waste management or local Government. ACCOUNTABILITY AND EXTENT OF AUTHORITY: Accountable for creating and capturing accurate and complete records of the business activities related to this position, in accordance with approved policy and procedures. This is applicable to both hardcopy and electronic information, including . Provide information to customers, contractors, the Field Officer, Team Leader Contract Management and other waste management services staff. Support senior staff in relation to administration and contract management. Freedom to act is prescribed Unit guidelines, systems and procedures, with discretion in the application.

5 JUDGEMENT AND DECISION MAKING: For administration and customer service work, select from a range of available methods and processes to determine the appropriate way to achieve well-defined work objectives. Personal and technical judgement exercised when: Implementing standard operating procedures in assigning request to specific areas. Prioritising and making decisions on routine and relevant process and system application. This role requires some problem solving of a complex nature. Guidance and advice is usually available. SPECIALIST SKILLS AND KNOWLEDGE: Computer literacy and experience with relevant software including corporate customer service systems, Microsoft packages including Word and Excel. Understanding of the procedures and practices that apply in Waste Management Services. Understanding of the role and responsibilities of the senior roles and objectives of Waste Management Services. Knowledge of Council s policies and procedures relevant to customer service, administration, contract compliance, procurement and reporting. MANAGEMENT SKILLS: Skills in managing time and setting priorities for self in order to meet established objectives. Ability to implement basic HR and OH&S practices and provide guidance to the Field Officer. Ability to plan work and prioritise in advance. Ability to apply knowledge of policies and practices applicable to the work. Efficient and effective management of time and capacity for consistent decision making. Ability to communicate timelines to others. INTERPERSONAL SKILLS: Ability to demonstrate Integrity, Responsibility, Innovation and Respect in all aspects of the position. Ability to gain cooperation and assistance from staff, customers and contractors in relation to the administration and provision of waste management services. Writing skills for reporting and routine correspondence, as required. Oral communications skills appropriate for liaising with contractors, residents and contractors, and supporting senior staff.

6 QUALIFICATIONS AND EXPERIENCE: Relevant post-trade qualification and/or relevant experience in waste management, contract management, customer service or administration. Experience in a customer-focussed model of service delivery. Experience in implementing policies, procedures and administrative systems relevant to contract management, waste management or local Government. Skills in managing time and organising work to established objectives. SPECIFIC HEALTH AND SAFETY REQUIREMENTS: A pre-employment medical examination may be required. Participate, where required, in the reporting of health, safety and wellbeing issues. Manual handling tasks involved. Demanding deadlines. Prolonged periods of in-activity i.e. sitting at the computer. Regular keyboarding associated activities. Long / short distance travel between sites as necessary. Dealing with difficult clients and situations. SPECIAL CONDITIONS: Employment is subject to the presentation of documentary evidence of the right to work in Australia. A National Police Records check may be required throughout your employment with Council. Current Victorian Drivers Licence is essential where the need to drive a Council vehicle is required. RISK MANAGEMENT, EQUAL OPPORTUNITY AND CHARTER OF HUMAN RIGHTS: Observe policies and procedures to minimise injury and damage to assets and property. Adhere to Council s OH&S, equal opportunity and risk management policies, as well as act in accordance with the Charter of Human Rights. Ensure behaviour in the workplace does not discriminate, bully or harass others. Take reasonable care of self and others who may be affected by your actions.

7 OTHER RELEVANT INFORMATION: Employment may be subject to a three-month probationary period (please note that following consultation, this period may be extended by up to a further three months). Internal candidates may be subject to a three-month trial period. Conditions of employment are as per your contract of employment. The City of Greater Geelong is an Equal Opportunity Employer and has a no smoking in the workplace practise and is also committed to Occupational Health and Safety (OH&S) in the workplace and therefore all employees adherence to all OH&S Policies and Procedures is mandatory. HOW TO APPLY Applications for this position close at 5.00pm Friday 17 October 2014 and should be submitted through the on-line facility at (for internal candidates, please refer to CityWeb). Should you not have access to the on-line facility, applications may be directed to: Recruitment Administration Officer Organisation Development Department City of Greater Geelong PO Box 104 GEELONG VIC 3220 Phone: Fax: For details on the recruitment process If you require further information regarding this position, please contact: Shane Middleton, Coordinator Waste Management on Privacy Statement Making an application for this position requires that you consent to the collection, use, storage and destruction of personal information, including details of your referees. This information will assist us to select the best applicant for the vacant position. At all times during the recruitment and selection process, personal data will be treated in a highly confidential manner. Documents will only be available to members of the selection committee for the purposes of selecting the best person for the position. All unsuccessful applicants documentation will be destroyed three months after the end of the recruitment process. Please do not send originals of documentation with your application, as they will be destroyed. In addition the applicant understands that they may apply to Council for access and/or amendment of the information. Successful applicant details become employment-related information and will be placed on the successful applicant s Personal File. The City of Greater Geelong may release this personal information to third parties such as Vision Super Fund Pty Ltd., Victorian Workcover and Centrelink for employment related purposes.

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