Division/Section: Business Services / Communications and Customer Service
Position Type: Permanent Full Time (9 day fortnight, 36.25 hours/week)
Salary Range: LGO3 ($71,806 - $77,515 per annum + superannuation) based on skills, qualifications and experience
Location: Townsville
Application Close: 11:45pm, Sunday 10 May 2026
About The Role
Provide a high level of customer service and professionalism by effectively managing customer enquiries, service requests, applications, and transactions across multiple service delivery channels with accuracy. Deliver a positive, courteous, and knowledgeable customer experience at the point of contact, promote Council programs and available self‐service options, and maintain current knowledge of Council services and processes through continuous learning and customer service training. Identify opportunities for continuous improvement and apply sound judgement and initiative to enhance customer satisfaction and experience.
Ensure all documentation complies with Information Privacy Act requirements and Council record‐management standards as stipulated by Legal Services. Act as a subject matter expert in at least one area of Council services, support the Team Leader through mentoring and coaching less experienced staff, and maintain strong relationships with internal stakeholders. Provide support as an escalation point for customer matters when requested and offer relief across the full range of customer service and leadership functions as required.
About You
* Current "C" class drivers licence.
* Experience working in customer service or records management.
* Strong verbal and written communication skills including the ability to organise and communicate information clearly through a variety of customer contact channels.
* High level customer interaction skills developed from experience in a customer contact environment.
* Ability to exercise judgment and initiative where procedures and practices are not clearly defined.
* High level ability and enthusiasm to learn new processes, practices and procedures which contribute towards Council objectives.
* Sound understanding and practical use of council business management systems.
* Justice of the Peace (JP Qual) or Commission of Declarations (Desirable).
* Willingness and ability to work at any location within Townsville City Council subject to organisational requirements.
* Proficient in the use of the Microsoft Office Suite.
* High level problem solving and negotiation skills in dealing with escalated customer enquiries and complaints in a constructive manner.
Benefits
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
* 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.
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.
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