Customer & Community Lead 12 Month Contract/Secondment Location Brisbane - Disaster Management Centre About The Role: The Customer & Community Lead supports the Customer & Community Manager by autonomously leading key customer communications, disaster preparedness, and enablement activities within Disaster Management. The role is accountable for designing, creating, and governing disaster-ready customer communications, including the development and management of approved content libraries and playbooks used during disaster response. The role also provides delegated leadership and continuity, including acting as backfill for the Customer & Community Manager on Fridays and during planned absences, and plays a key role in disaster planning, simulation, and strategic initiatives such as the Disaster Management Information Hub (DMIH). This role exists to reduce single-point dependency, strengthen operational resilience, and ensure customer and community capability is embedded, scalable, and sustainable across disaster preparedness, response, and recovery. More specifically, you will: Lead the development, coordination, and ongoing management of disaster management customer communications, including approved content libraries, templates, and artefacts used across preparedness, response, and recovery. Work collaboratively with Customer Experience, Content, Brand, Legal, Compliance, and Corporate Communications teams to co‑design customer communications that are accurate, compliant, accessible, and aligned to organisational standards. Manage and maintain the Disaster Management Customer Experience Playbook, ensuring content, activation pathways, escalation points, and decision frameworks remain current, usable, and event‑ready. Ensure customer communications content is prepared, reviewed, approved, and operationalised ahead of disaster seasons, reducing reliance on reactive content creation during live events. During disaster response, activate customer communications and provide prioritisation, direction, and decision support to Senior Advisors responsible for execution. Provide continuity of leadership, prioritisation, and stakeholder engagement during periods of heightened activity, surge response, or when required to support the broader team. Support disaster simulations, ensuring customer experience and customer communications considerations are embedded and tested. Capture learnings from events and simulations and embed improvements into customer communications content, playbooks, and enablement systems. Lead and contribute to strategic enablement initiatives such as the Disaster Management Information Hub (DMIH), ensuring systems support operational clarity, executive visibility, and rapid onboarding. Design and uplift systems, artefacts, and information structures that reduce reliance on individual knowledge and strengthen team‑level customer and community capability. Build and maintain strong internal stakeholder relationships to support coordinated disaster response and positive customer outcomes. Develop clear, decision‑ready materials to support senior leadership and executive forums during preparedness, response, and recovery phases. About You: A tertiary qualification in communications, customer experience, public relations, journalism, business, emergency management, or a related discipline is desirable. Equivalent practical experience in customer communications, disaster management, or complex stakeholder environments will be considered in lieu of formal qualifications. Demonstrated experience leading or coordinating customer communications in complex, high‑risk, or time‑critical environments, such as disaster response, crisis management, or large‑scale operational contexts. Experience working collaboratively with Content, Brand, Legal, Compliance, and Corporate Communications teams to design, review, and approve customer‑facing communications. Proven capability in developing and managing reusable communication assets, such as content libraries, templates, playbooks, or guidance materials that support consistent activation. Experience supporting or contributing to disaster simulations, readiness activities, or operational testing, with an understanding of how customer experience and communications perform under pressure. Strong experience engaging with senior stakeholders, with the ability to synthesise complex information and provide clear, decision‑ready advice and materials. Demonstrated ability to operate with a high degree of autonomy, judgement, and accountability, particularly when supporting leaders or providing continuity during periods of heightened activity. Experience designing or contributing to strategic enablement initiatives (e.g. systems, hubs, frameworks, or operating models) that strengthen organisational capability and reduce reliance on individual knowledge. Comfortable working across preparedness, response, and continuous improvement, with a mindset focused on building sustainable, repeatable capability rather than one‑off delivery. Key Capabilities: Customer Communications Leadership Proven experience designing, governing, and managing customer communications in complex or high‑risk environments, including collaboration with Content, Legal, and Compliance teams. Delegated Leadership & Decision‑Making Demonstrated ability to act as a trusted delegate, make sound decisions autonomously, and provide leadership continuity in the absence of the manager. Disaster Management & Readiness Experience Experience contributing to disaster management planning, simulations, or crisis environments, with the ability to balance customer outcomes, operational constraints, and governance requirements. Systems & Enablement Thinking Strong capability in designing playbooks, content libraries, or information systems that improve operational resilience and reduce single‑point dependency. Stakeholder & Communication Skills Strong written and verbal communication skills, with the ability to synthesise complex information and engage senior stakeholders effectively. Technical Proficiency Proficiency in Microsoft 365 tools including SharePoint, Teams, PowerPoint, and collaboration platforms used to support operational delivery. Resilience & Adaptability Demonstrates calm, resilience, and sound judgment in fluid, high‑pressure environments.