A varied and challenging role, will have the successful applicant manage the daily operations of Counci's Customer Contact Centre Competitive annual salary commencing a t $86,250, pl us up to 13% superannuation. Great range of additional benefits, including health & wellness programs, salary sacrifice options, salary packaging arrangements and a fortnightly RDO. INTERNAL ONLY Remuneration: Level 4 - annual salary commencing at $86,250 plus up to 13% superannuation. Closing Date: Sunday 10th August 2025 at 11.00pm No late applications will be accepted. Only applications received via Council's online application system will be considered. Senior Officer Customer Contact (Fixed Term Maternity Leave, up to 12 months) Role Overview GRC has an exciting opportunity for a fixed term maternity leave position within the Customer Contact Centre to lead the daily operation of Council’s Customer Contact Centre, for up to 12 months. The role involves engaging with internal and external customers to build and maintain positive relations, maintaining process improvement initiatives, monitoring and reviewing data entry processes, systems and projects, training staff and supervising members of the Customer Contact team. Key responsibilities of this new position will include: Manage daily operations of the Council’s Customer Contact Center including effective rostering of the team, daily banking and payroll administrative duties. Provide support to the team as the escalation point for disputes, complaints and crisis situations. Develop and deliver learning and development programs for the Customer Contact team directly related to Customer Contact initiatives; providing coaching, training and facilitating information sessions as required. Contribute to business planning, development and continuous improvement opportunities to enhance customer experience and maintain a high level of customer service. Undertake administration and reporting duties as required for the phone routing system. Collate customer service data, including performance monitoring analysis, and inform relevant stakeholders. Provide leadership to Customer Contact Officers by fostering a cohesive and motivated team of staff committed to customer service excellence and continuous improvement. Ability to work across Customer Contact service points to provide business continuity. Provide relief within Customer Contact during periods of absence of the substantive incumbent. Assist in the delivery of high customer service by providing accurate, consistent and complete information to internal and external customers through first contact resolution using a variety of mediums including (but not limited to) phones, face to face and email. To be successful in this position, candidates should have: Relevant qualifications or experience in a Customer Contact industry or the ability to demonstrate equivalent related experience. Well-developed interpersonal and strong written communication skills. Commitment to effective Contact Centre operations and service experience. Demonstrated experience in providing high level administration and operational support to management. Demonstrated experience in negotiation, mediation and conflict resolution techniques. Demonstrated experience in being responsible for the operation of a Customer Request Management System. Position Description For a full position description containing essential and desirable criteria, please click here. Who to Contact For information regarding the requirements of this role, please contact Council's Coordinator Customer Contact, Bianca Hood via emai l bianca.hood@gympie.qld.gov.au For assistance lodging your application using Council's online system, please contact Council's Officer Recruitment, Sue Rossi on 07-5481 0971 or emai l sue.rossi@gympie.qld.gov.au Keen to apply - Simply visit SharePoint 1) Download and review the position description above 2) Complete the information below as requested using your personal email. 3) Click 'APPLY' 4) Attach your resume, covering letter and a single document containing copies of your qualifications, licences or tickets as applicable. 5) Click 'NEXT' and 'CONFIRM' Please note before continuing: It is advisable that you prepare your responses in a separate word or text document, saving your work as you go and that you then copy and paste this prepared information in the form before completing the application process. Please keep your responses to a maximum 300 words for each question. Applications close on Sunday 10th August 2025 at 11.00pm AEST. No late applications will be accepted. Only applications received via Council's online application system will be considered. Gympie Regional Council is proud to be an Equal Opportunity Employer, and our people represent the community which we service. We invite all suitably qualified applicants to apply, including First Nations People, and people from diverse social, cultural and gender backgrounds.
