Download POSITION DESCRIPTION (December 2010)

POSITION DESCRIPTION
(December 2010)
1. POSITION TITLE
SWITCHBOARD
OPERATOR/RECEPTIONIST
(PART TIME/JOB SHARE)
2.
LEVEL
3 LGIA
3.
DEPARTMENT/SECTION
Administration Services
4. ORGANISATIONAL LINE OF AUTHORITY
Chief Executive Officer
Manager Admin
Services
Admin & Compliance
Officer
Switchboard
Operator /
Receptionist
Others
Position Description – Switchboard Operator/Receptionist
Page 2
5. POSITION OBJECTIVES
To ensure that the City of Bayswater’s
professional image is promoted by providing
an efficient, courteous and timely telephone
information and referral service to the public
and Council staff.
5.1 Purpose of Position
•
To manage the daily switchboard
operations (Integrated Access Console)
and perform a range of corporate clerical
tasks.
•
Contribute to the ongoing development
and high standard of Customer Service
to Council stakeholders through the
provision of professional switchboard
service and support.
•
Undertake clerical functions to assist the
City.
•
Assist with word processing and duties
associated with corporate functions as
required.
•
Provide information and support services
to meet community needs and Council
expectations.
Position Description – Switchboard Operator/Receptionist
Page 3
6. RESPONSIBILITIES OF ALL EMPLOYEES OF THE CITY IN RELATION
TO SUPPORTING THE CORPORATE VALUES.
Customer Service
Provide an enthusiastic and positive high
level of service to all internal and external
customers.
Safety
Perform work in a safe and healthy
manner and abide by Council and
legislative safe work practices and
procedures, instructions and safety
management practices.
Money
Ensure accountability and responsibility
for Council’s resources including best
value for dollar and care for Council
equipment.
Organisational
Wellbeing
Remain conscious of and responsible for
your own impact on your work
environment and those around you.
Ensure you abide by Council's Human
Resources policies and practices.
Continuous
Improvement
Identify and implement any opportunity for
improvement to systems, processes and
work practices.
All employees of the City are required to demonstrate a willingness to be
flexible and fit into a variety of roles to meet the requirements of the
organisation.
Position Description – Switchboard Operator/Receptionist
Page 4
7. REQUIREMENTS OF THE JOB
7.1 Skills
•
High customer service and word processing skills.
•
Highly developed verbal and written communication skills.
•
Demonstrated ability in the areas of time management, organisation, initiative,
problem solving, decision making and conflict management skills.
•
Professional and friendly manner and the ability to deal with all levels of the
public.
7.2 Team Skills
•
Ability to work cohesively, efficiently and effectively in a team environment, with
consideration to corporate values and honesty, integrity and accountability.
•
Demonstrated ability to positively enhance team environments.
7.3 Knowledge
•
Ability to identify issues
communication skills.
concerning
customer
•
Demonstrated knowledge of Local Government services.
service
7.4 Experience
•
Switchboard experience and operation of NEC – PABX systems.
•
Previous experience in Local Government.
7.5 Qualifications and / or Training
Essential
•
Completion of Year 12 or equivalent.
Desirable
•
Previous experience using NEC-PABX systems.
•
Previous experience in local government.
•
Knowledge of the local Bayswater area.
and
effective
Position Description – Switchboard Operator/Receptionist
Page 5
8. KEY DUTIES/RESPONSIBILITIES OF THE POSITION
(This outlines the general duties and responsibilities of the position
but is not all encompassing)
•
Operate the switchboard and direct all incoming calls and visitors to the
appropriate officer/department.
•
Take messages where applicable and transmit at the earliest opportunity.
•
Place and record long distance calls for officers.
•
Operate and assist with messages on hold.
•
Undertake clerical functions for the organisation including, but not limited
to:
1. Collating newspaper cuttings, Job Adverts on A4 sheets and sent to
HR, tenders, public notices and articles into scrapbook format
2. Assisting Finance department cheque runs and mail outs
3. Assist with corporate event administrative tasks
4. Arrange courier services for outgoing deliveries
•
Assist with other Administration duties as required.
9. ORGANISATIONAL RELATIONSHIPS
This position reports to:
•
Manager Administration/Recreation Services.
10. INTERNAL AND EXTERNAL LIAISON
•
Council Staff Members
•
All Councillors
•
General Public
•
Couriers
Position Description – Switchboard Operator/Receptionist
Page 6
11. KEY SELECTION CRITERIA
Selection will be based on the applicant’s ability to demonstrate that
he/she can meet the skills, knowledge, qualifications and experience
criteria listed below and contained in the Position Objectives.
(The following criteria are considered essential for the full
functioning of the position)
•
•
•
•
Previous switchboard experience operating.
Ability to work additional hours up to full time to accommodate leave when
required.
Demonstrated experience in operating a busy and demanding
switchboard.
Enthusiasm and genuine interest in providing quality customer service,
with a demonstrated positive work ethic.
•
Excellent interpersonal and communication skills.
•
Previous experience in a position requiring confidentiality and diplomacy.
•
Demonstrated time management and organisational skills.
•
High level of local knowledge.
•
•
Good computer and keyboard skills with the ability to use Microsoft
applications including Microsoft Word and Microsoft Outlook.
A professional and friendly manner and the ability to deal with all levels of
the public.
•
Good knowledge of Occupational Safety and Health Principles.
•
Completion of Year 12 or equivalent experience.
(The following criteria are considered desirable for the effective
functioning of the position)
•
Previous experience using NEC-PABX systems.
•
Previous experience in local government.
This position description is only descriptive of the type of duties to be
undertaken during the period of employment, and the employee accepts that
the organisation may require the employee to carry out any duties, which are
within the employee’s skill and competence.
The City of Bayswater enjoys a smoke-free work environment. It should
be noted that smoke breaks are not permitted outside of normal daily
breaks and only in specifically designated area.