Schedule 2- Position Description
Position: Business Support Coordinator
Position Number:
Directorate: Finance
Team: Innovation and Business Support
Position Status: Permanent Full Time
Classification: QLGIA (Stream A) Level 5
Reports to: Manager of Innovation and Business Support
Accountable for: Business Support Officers
Located: Longreach
Revised: April 2025
Our Vision
Connecting Council and Community
Our Mission
Delivering Excellent Services
Our Values
1. A Safe and Healthy Work Environment
2. Inclusiveness and Respect
3. Consistency and Fairness
4. Teamwork and Staff Development
5. Performance and Value for Money
6. Leadership and Collaboration
7. Sustainability
8. Forward-looking
Position Objective
The primary objective of this position is to lead the delivery of exceptional customer service and
business support activities for Longreach Regional Council. This role involves developing and
implementing innovative, customer-centric processes to ensure high-quality service delivery. The
incumbent will lead a small team in providing a wide variety of internal and external customer and
business support services, promoting efficiency and business excellence.
Position Responsibilities
Functional Areas Key responsibilities
Customer Service
Reporting & Analysis:
* Provide regular reporting to Executive Leadership Team (ELT) & Managers
on Customer Service Requests (CSRs).
* Conduct trend analysis of CSRs to identify recurring issues and inform
Managers, ELT, and the Customer Service Team.
* Develop proactive communication strategies to address common customer
concerns.
Customer Service
Training and Onboarding
* Lead the onboarding of new and existing staff on Longreach Regional
Council’s customer service standards.
* Provide ongoing training to enhance customer service skills and awareness.
Business Support and
Collaboration -
Stakeholder Engagement
* Support a team culture which thrives on communication, collaboration,
continuous improvement, positivity, safety and learning.
* Develop and maintain a Customer Service Knowledge Base and FAQ
resource for both internal staff and public use.
* Collaborate with managers across departments to ensure accuracy and
consistency of information.
* Foster strong partnerships with business units to enhance customer service
resources.
* Facilitate regular feedback sessions with internal departments to gather
insights into service challenges and improvement opportunities.
* Work one on one with internal departments to establish business support
services by the Team for key functions such as administration support,
records management, project administration, inspection and auditing.
Workflow and System
Management
* Module owner for the Customer Request System in Council which includes
the responsibility for operational support, training, improvement initiatives,
and documentation.
* Develop and implement processes to improve first-contact resolution for
customer requests.
* Work with internal teams to ensure frontline staff are equipped to handle
requests efficiently.
* Assist in designing workflows that support efficient customer request
handling across key Council functions, such as application, regulated waste,
dog registrations, and building applications.
* Develop clear workflow documentation to aid staff in understanding and
execution of customer service processes.
* Establish a structured schedule for reviewing Council workflows and systems
to keep them updated and customer centric.
* Implement changes based on evolving needs and feedback.
Information Technology • Provide support for first- level assistance and administration of Council’s
corporate applications, managed by the Innovation and Business Support
team.
General • Project manage key initiatives led by the Innovation & Business Support
Team.
* Other such relevant duties as required from time to time which would
generally fall within the scope of this position as directed by your accountable
supervisor or the Chief Finance Officer.
* Fulfil all responsibilities, duties and due diligence requirements under the
Queensland Work, Health & Safety legislation and Council's relevant safe
work instructions, policies and procedures.
Key Relationships
Internal
Accountable
to:
Manger of Innovation and Business
Support
The incumbent has a respectful working relationship
with the Manager of Innovation and Business
Support and is responsive to their requests providing
timely advice and support.
Works With: Innovation and Business Support
Team and all Council Department
Teams
The incumbent has a collaborative and inclusive
working relationship with all team members and is
responsive to their requests.
External Members of the Council’s
Communities, Organisations and
Community Groups.
The incumbent has a professional and respectful
relationship with all external stakeholders,
community members and organisations.
Position Requirements
Skills
* Able to demonstrate a commitment to Council’s core values through personal action.
* Able to gain respect and create good working relationships across all levels of Council.
* Proven ability to lead and manage a multi-disciplinary team.
* Able to take initiative in improving and implementing processes to make them more efficient and
effective.
* Excellent time management, organisation and planning skills with an ability to prioritise and manage own
time and meet critical timeframes.
* Demonstrated problem-solving and troubleshooting skills to assess and address customer problems
effectively.
* Conflict resolutions skills with the ability to de-escalate situations and reach mutually satisfactory
outcomes.
* Strong negotiation skills.
* Excellent written and oral communication skills for staff and community engagement.
Knowledge
* Demonstrated knowledge of Council’s organisational structure and functions.
* Demonstrated knowledge of council services, regulatory requirements, and customer request
management.
* Demonstrated knowledge of Council’s policies and procedures as they relate to the role and department.
* Demonstrated knowledge of best practice customer service principles and standards.
* Demonstrated knowledge of Office 365, corporate IT systems, and digital tools for communication and
knowledge management.
Mandatory Experience/Qualifications
* Class C Drivers Licence.
* Proficiency in using computer systems, customer request management (CRM) software, and other
relevant applications.
* Tertiary Qualifications in Business Administration and/or Leadership and Management or substantial
experience in a similar field and or position.
Desirable Experience/Qualifications
* Experience and knowledge of grant application requirements and acquittal processes.
Delegations and Authorisations
Financial Delegation
A financial delegation of $50,000.00 is assigned to this position. Please refer to Council’s Procurement
Management Directive for details of Councils guidelines as per Local Government Act and Regulation. Legislative
Sub-Delegations and Authorisations may also be applicable to this position and are detailed in the external public
registers. Both registers are available on Council’s Electronic Document Management System.
Extent of Authority
The role is responsible for managing a designated work area within the Council, involving setting outcomes for
subordinates and monitoring priorities and workflows.. The selection of methods and techniques is based on
sound judgment, often requiring the incumbent to exercise initiative and judgement where practices and direction
are not clearly defined. The incumbent will work under general direction with a degree of autonomy with delegated
authority to make decisions.
Workplace Health and Safety Obligations
All employees have a legal obligation to comply with regulatory requirements and LRC– SMS (Longreach Regional
Council’s - Safety Management System) incorporating WH&S policies, procedures and work instructions. These
are introduced to ensure the health and safety of employees, contractors, visitors, volunteers, the public and the
environment and remain compliant with Industry Benchmark Standards.
The following statements apply to all Managers and Supervisors for the supervision of employees, including
permanent, part-time and casual employees. Your responsibilities include:
1. Setting a good example for staff to follow and encourage a positive attitude to health and safety, ensuring
a safe work environment and safe system of work is provided for all employees, contractors, visitors and
volunteers.
2. Comply with the Health and safety duties and Duty of Care requirements as specified within the Work
Health and Safety Act 2011 Part 2 with particular attention to S19 Primary duty of care for Person Conducting
a Business or Undertaking (PCBU) responsibilities.
3. Striving to meet and/or exceed Key Performance Indicator requirements that have been set by
management.
4. To comply with instructions given for WH&S at a workplace by the employer;
5. Ensuring all accidents, incidents, serious bodily injuries, work-related illnesses or dangerous occurrences
and near misses are reported to the WHSA within the required timeframes (within 24 hours of the event)
6. Conducting an investigation and submit a report for any and all accidents or incidents that have occurred
within your area of responsibility within the workplace;
7. Enforcing the wearing of all required uniforms and personal protective equipment, ensuring that the
equipment is worn correctly, after providing proper instruction in its use;
8. Not to wilfully or recklessly interfere with or misuse anything provided for WH&S at the workplace;
9. Not to wilfully place at risk the WH&S of any persons at the workplace including yourself;
10. Adhere to the LRC–SMS by Implementing, maintaining and monitoring the Council’s WH&S Management
Plan and completing relevant Monthly Action Plan items within your area of responsibility;
11. Performing all work and associated functions in a safe, efficient and effective manner;
12. Assisting with the development, implementation and monitoring of departmental WH&S policies,
procedures, work instruction and verbal directions within your area of responsibility;
13. Providing information to employees through team meetings, toolbox talks or information sessions in
relation to WH&S;
14. Instigate and supervise the facilitation of hazard inspections, risk assessments, and the implementation of
corrective action to eliminate hazards where practical and / or control risks in the workplace;
15. Ensuring risk assessments are conducted and recorded for all identified hazards, or prior to the
implementation of new work practices, hazardous substances, or plant. Also, as required, assisting or
participating in the carrying out of risk assessments on identified hazards;
16. Ensuring that no hazardous substance is purchased or used without first carrying out a risk assessment
and gaining approval from the authorised person.
17. Identifying employee training needs and ensuring that no employee is required to undertake a task without
first receiving training in the safe method of work, or adequate safety instructions
18. Establishing and maintaining a high standard of housekeeping within your individual work area(s) and
generally within the Longreach Regional Council’s area of responsibility;
19. Attending any toolbox, team talks or specific training (e.g. Take 5s etc.) as supplied and required by
Longreach Regional Council;
20. Ensuring all employees under your control are aware of first aid locations, fire protection facilities,
evacuation and other emergency procedures.
21. In liaison with the Workplace Rehabilitation Coordinator, implementing rehabilitation procedures and
facilitating early return to work for injured employees. Also assisting with the identification of positions that
are suitable for rehabilitation placements.
22. Attend WH&S Committee meetings as and when required.