Position Details
Senior Customer Management Officer
Fixed-Term Full Time - Ending - 18/11/2022
Water and Waste
Nerang Office
Queensland Local Government Officers Award - Federal Level 7
$87,471.61 to $92,592.79

City of Gold Coast

The Gold Coast is one of the fastest growing cities in Australia with a diverse population, combining exciting challenges with the kind of lifestyle few cities can boast about.

At City of Gold Coast, our commitment to a shared set of values shapes 'How We Do Things'  our decisions, actions and behaviours towards achieving the City Vision and our many city priorities.

  • We aim high – we are passionate about delivering the best for our city
  • We add value – we are innovative and make the most of every opportunity
  • We work as a team – our people are great individually, but unstoppable together
  • We take responsibility – we are committed to working safely, being trustworthy and owning our actions

About the Position

This position is responsible for developing and delivering targeted customer and stakeholder engagement plans for Water and Waste capital and operational projects. In addition to providing fundamental project support, planning and delivering customer-related behaviour change initiatives to meet Water and Waste sustainability outcomes, provides many exciting opportunities for the person who can efficiently manage a full work plan, with competing priorities, in what can be a high pressure reactive environment.

A strong communications background is essential for content development, reviewing and approving engagement plans, and effective liaison with Corporate Communication for marketing, advertising and public relation requirements.

This position is supported by a small team who, in addition to the above, also coordinate the web content for Water and Waste and directorate events. Stakeholder and relationship management skills are required in order to effectively lead a team and impeccably represent the directorate when engaging with internal and external stakeholders from all levels.

Key deliverables of the position:

  • Identify customer engagement impacts for all Water and Waste projects.
  • Develop strategies to manage customer and stakeholder engagement.
  • Support the design and delivery of water, waste and recycling behaviour change initiatives.
  • Coordinate community consultation and customer research projects.
  • Develop professional relationships and provide direction and leadership for a team of customer engagement officers.

About You

You have a Bachelor Degree in Communications, Business or similar (or have the equivalent knowledge) and experience in designing, delivering and managing customer engagement projects and communication plans for government or large organisations.

As the ideal candidate, you have a high level of interpersonal, oral and written communication skills and the ability to work with a wide range of professionals across a complex organisation. You can understand and manage customer expectations and have the proven ability to provide strategic recommendations for customer and stakeholder management with exceptional attention to detail.

You are a reliable and well organised team player who thrives on managing various competing demands while working towards achieving your individual and team goals. You demonstrate initiative and creativity, and have the ability to foster enthusiasm among fellow staff.

You have experience in leading and supervising a team. You understand the importance of achieving results through the right values and behaviours and work with both your own and your teams’ strengths and talents for a collaborative outcome. You are open to receiving feedback and are comfortable with providing feedback when you identify things which can be done differently to deliver efficiency.

What We Offer

Working for the City of Gold Coast is both challenging and rewarding. You will enjoy working within a culture that promotes a healthy work life balance with 9 day fortnights coupled with a friendly and supportive team where you will be recognised and rewarded. We offer professional development training and provide study assistance to enhance your career progression. Competitive remuneration on offer plus up to 12% superannuation contribution and options to salary sacrifice.

How to Apply 

You will need to have an eRecruit account in order to apply for this position. Please select “Apply Now” and follow the on-screen prompts to complete and submit your application. For more details, please call the Contact Person listed on the advertisement. For queries or issues regarding the eRecruit system please phone 1300 465 326 during Business Hours.

As part of our selection process, you may be required to undertake a one way video interview via SEEK SparkHire, and a face to face interview; you may also be required to undertake undertake police checks, employment history checks, qualification checks and drug and alcohol testing in accordance with Australian Standards and Council's procedures.

Please note applications for this position will close at 10.30pm on the listed closing date.

You can now stay up to date with all of our advertised vacancies by joining our recruitment Facebook page: https://www.facebook.com/COGCRecruitment

Essential: Do you hold a Bachelor Degree in Communications, Business or similar, or have the equivalent knowledge?
Essential: Do you have experience with designing, delivering and managing customer engagement projects and communication plans for government or large organisations?
Essential: Have you had experience in leading and supervising a team responsible for high profile customer engagement projects?
Essential: Please provide examples of where you have developed and implemented customer or community engagement strategies to proactively manage project impacts. Discuss how you leveraged different communication channels for customer segments and tailored engagement with key stakeholders.
Essential: Please describe your experience as a team leader / supervisor and how you influenced a positive outcome during a challenging time. Discuss what important values you demonstrate as a leader.
Essential: Do you have a Class C Drivers' Licence?
Carley Freeman
07 55828438
Job Success Profile (JSP) no Job Success Profiles have been provided

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