INTERNAL ONLY - CUSTOMER PROJECT OFFICER

Personnel Area: Customer Services

Branch: Library and Customer Services

Salary Range: AUD $116,089 to $128,453 plus superannuation (Remuneration stated is for the full-time positions from 8 October 2025)

Work type: 1 x Permanent full-time

Brisbane City Council’s Library and Customer Services Branch deliver a range of customer services and facilities which help foster communities which are safe, healthy, active, vibrant and inclusive, now and into the future. Our teams are responsible for developing customer centric processes and delivering outstanding customer experiences. 

The Customer Project Officer will engage with work units across Council for the scoping, development, maintenance and improvement of systems and procedures to ensure efficient and effective end-to-end customer service across the organisation.  

This position will utilise your strong customer experience approach to innovate, lead, and contribute to the development of the Customer Services ICT roadmap and projects in addition to leading, mentoring and supporting other members of the Customer Solutions Operations Team. 

This is an outstanding opportunity to join a highly professional team and provide essential input to Council decision making to deliver a better Brisbane for our community. 

Key focus areas include:

• liaising and negotiating with work units across Council for the scoping, development, maintenance and improvement of systems and procedures to ensure efficient and effective end-to-end customer service across the organisation that aligns to the Customer Services roadmap and makes best use of our Customer Relationship Management (CRM) system future and current functionality 
• investigating and analysing innovation and improvement opportunities 
• reviewing existing systems, processes, and policies to assist in identifying and initiating process improvement opportunities to achieve business objectives and improved efficiencies. 

To be successful in this role you will have: 

• highly collaborative, team-oriented approach 
• demonstrated experience in scoping, planning, implementing and evaluating business improvement programs 
• an applied understanding of Council’s project management methodologies 
• understanding of contemporary practice in business improvement
• strong business and data analysis skills 
• strong stakeholder management skills and ability to deal with people at all levels across Council to influence change
• high-level verbal and written communication skills 

Benefits of working for Council include:  

• flexible working hours, and flexible arrangements  
• free gym and wellness centre  
• award winning superannuation fund  
• generous leave provisions  
• competitive salary.  

How to apply:  Click on the 'I’m interested' button to complete your online application. Please upload your tailored resume and covering letter (of no more than one page) demonstrating your suitability to the position.

*Eligibility for internal only roles includes external applicants who identify as Aboriginal and/or Torres Strait Islander and/or as a person living with a disability. Applicants from these groups are required to complete the diversity and inclusion questions on the application form to enable Council to determine eligibility.

This role may require a Criminal History Check  

For more information: Please call Jade Lee on 3178 4278

Working in Council means delivering excellent customer service to the people of Brisbane. 

How to apply: Click on the 'Apply' button to complete your online application. Please upload your tailored resume and covering letter (of no more than one page) demonstrating your suitability to the position. 

Brisbane City Council is a multi-award winning accessible and inclusive workplace where our people represent the diverse communities we serve, are supported, and can feel safe. Council has been awarded Employer of the Year at the National Disability Awards and since 2018 has been recognised with ‘Gold Employer’ status from the Australian Workplace Equality Index for LGBTI inclusion. 

People from diverse backgrounds, including those living with a disability and/or Aboriginal and Torres Strait Islander peoples, who may have questions about the recruitment process or working at Council, are encouraged to reach out to the contact above, who can connect you with a member of Council’s Diversity and Inclusion team.

Closing Date: 19 September 2025 11:55pm 

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