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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.