Customer Experience Officer

About the role

The Customer Experience Officer will deliver a high‑level, professional service to the community by handling enquiries, service requests, applications and transactions across multiple channels. You will promote Council programmes, guide customers to self‑service options and keep your knowledge of Council services up to date through continuous learning.

Key responsibilities

• Manage customer enquiries and transactions accurately across phone, email and face‑to‑face channels.
• Provide a courteous, knowledgeable experience and promote self‑service options.
• Ensure all documentation complies with the Information Privacy Act and Council record‑management standards.
• Act as a subject‑matter expert in at least one Council service area and mentor junior staff.
• Support the Team Leader and serve as an escalation point for complex customer matters.
• Identify and implement continuous‑improvement opportunities to enhance customer satisfaction.

Required profile

• Current C‑class driver’s licence.
• Experience in customer service or records management.
• Strong verbal and written communication skills across multiple contact channels.
• Ability to exercise judgment and initiative when procedures are unclear.
• Willingness to work at any Townsville Council location as required.
• Justice of the Peace or Commission of Declarations is desirable.

Required skills

• Proficiency with the Microsoft Office Suite.
• Practical use of Council business management systems.

What we offer

• 5 weeks annual leave plus 17.5% leave loading.
• Strong focus on work‑life balance and an inclusive culture.
• Opportunities for professional development and career progression within the largest local government in Northern Australia.