Customer Experience And Innovation Coordinator
Corporate Services
Permanent Full Time
Hervey Bay
Stream A Level 5 - $93,401 plus superannuation
* + 4% salary increase effective 20 April 2026 (EB Agreement)
* + 9-day fortnight
At Fraser Coast Regional Council our people are our most important asset and central to achieving our purpose of Building Better Communities Together.
What We Are Looking For
You'll play a significant role in the transformation of our customer service operations, using technology, data and innovation. Well suited to someone with a strong customer service or call centre leadership background and skills in identifying opportunities for process improvement. This is a fantastic opportunity to ensure our customer service operations are modern, future focused, and with the customer experience front of mind.
What Your Day Will Look Like
* Identifying and delivering opportunities for innovation, automation, and digital enhancement
* Liaising closely with key stakeholders, both within customer service and other departments, to ensure tools are fit for purpose and being utilised to their full potential
* Exploring AI and self service tools for the enhancement of customer service processes
* Monitoring service delivery and coordinating quality assurance and feedback
* Utilising data and analytics to inform service design and opportunities for improvement
* Guiding and mentoring a small team
Please click here to view a full position description.
What You'll Need For Success
* Experience in a customer service or call centre leadership role with a strong understanding of modern systems and practices
* An eye for identifying opportunities for process improvement and experience implementing digital solutions
* A high level of communication and interpersonal skills, with the ability to build rapport and influence a range of stakeholders
What's Nice To Have
* Diploma in Business, IT, management or a related field
* Experience in a local government environment
Benefits Of Working With Council
Committed to providing quality services to our community, we strongly support an inclusive and values driven culture, recognising your individual skills, knowledge and talent. As part of this we have implemented our Leadership Development Program, Boss to Coach. We also create innovative solutions to labour shortages through our TEMPO program which has been recognised by our HR peers nationally in 2022, as well as winning the LGMA 2023 Excellence in Innovation award. Click here to review our Employee Value Proposition.
What We Offer
* Values based culture
* Employee discount shopping program
* Professional development
* Flexible working arrangements including work from home
* Study assistance program
* Novated leasing
* 24/7 access to Employee Assistance Program
* Paid maternity and paternity leave
* Paid emergency services leave
* Uniform subsidy
* Years of service rewards
Apply Now
Applications close 11pm on Thursday 16th April 2026
A cover letter outlining your suitability for the role, and a current resume is required.
For further details please contact Carly Heaslip, Acting Customer Service & Records Manager, on
Fraser Coast Regional Council is an Equal Employment Opportunity employer.
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