Customer Experience Officer
Division/Section: Planning, Environment & Lifestyle / Communications & Customer Experience
Position Type: Fixed Term Part Time, July 2026 – May 2027 (20 hours/week, with flexible start and finish times between 8:00am and 5:00pm)
Salary Range: LGO3 ($41.60 - $44.90 per hour + superannuation) based on skills, qualifications and experience
Location: Townsville
Application Close: 11:45pm, Monday 20 July 2026.
About the Role:
As a Customer Service Officer, you will provide high-quality customer service to the community by managing enquiries, service requests, applications and transactions across a range of service channels. You will deliver accurate, timely information, promote Council services and self-service options, and ensure compliance with privacy, records management and relevant legislative requirements.
Working collaboratively across Council, you will build positive relationships with internal and external stakeholders, contribute to continuous improvement initiatives, and support a customer-focused culture. The role also provides opportunities to act as a subject matter expert, assist with mentoring team members, manage escalated customer matters, and provide support across a broad range of customer service functions as required.
About you:
- Experience in customer service, administration or records management
- Strong verbal and written communication skills
- Ability to deliver excellent customer service across multiple channels
- Sound judgement, initiative and problem-solving skills
- Strong administrative, data entry and computer skills
- Ability to learn new systems, processes and procedures quickly
- Proficient in Microsoft Office and business systems
- Ability to build positive stakeholder relationships and work collaboratively
- Current Queensland C Class Driver Licence
- Experience in Local Government or customer contact environments (desirable)
- Knowledge of records management practices and relevant legislation (desirable)
- Justice of the Peace or Commissioner for Declarations qualification (desirable)
Townsville City Council is the largest local government authority in Northern Australia. We’re committed to supporting our people through a strong focus on work–life balance, a positive and inclusive culture, and a shared passion for making a meaningful impact in our community.
We have a range of benefits that confirm this commitment:
- 5 weeks annual leave + 17.5% leave loading
- 3 weeks Personal/Carers Leave
- 14 weeks paid Parental Leave
- Domestic and Family Violence Leave
- Natural Disaster Leave
- Uniforms
- Annual wage progression
- Up to *13.5% Superannuation employer contribution for contributing members
- Salary Sacrifice opportunities
- Access to a range of learning and development opportunities, including on-the-job learning and formal training programs
- Fitness Passport program offering discounted membership to selected health and wellbeing facilities
- Employee Loyalty Program offering discounts at selected local businesses
- Employee Assistance Program
* The Council contribution to employees' superannuation for contributing employees shall be 13.5% of the employees' ordinary time earnings subject to the employee contributing a minimum of 6% of their ordinary time earnings.
Contact Person: Michael
Contact Email: [email protected] (for position enquiries only)
How to Apply
Your application can be submitted through the 'Apply' button. Please include a cover letter (maximum 2 pages), outlining how your skills, qualifications and experience would allow you to achieve success in this role. We also will require your resume which should confirm any licences and qualifications your hold.
For further information review the Position Description.
We are committed to creating a safe and inclusive workplace where diverse styles, backgrounds, experiences, and perspectives are valued, encouraged, and respected. People from diverse backgrounds (including but not limited to, Aboriginal and Torres Strait Islander, people with diverse gender identities and sexualities, people from different cultural and linguistic backgrounds, people with disability, and veterans) are encouraged to apply!
All successful candidates are required to undergo drug and alcohol testing as part of the recruitment process. Please be aware Townsville City Council has a ‘zero tolerance’ policy to drugs and alcohol in the workplace.
If you need any adjustments to be made to the recruitment process or if you would like to discuss any accessibility requirements, please contact [email protected] or phone 07 4727 9004 for a confidential discussion.
