Full Time/9 Day Fortnight/36 Hours per week
Salary: From $101,616 plus Superannuation
Position Brief - Customer Management Officer - Waste and Resource Recovery Collections
About the team
The Waste & Resource Recovery Collections team is a fast-paced, team-oriented, and interdependent business unit, supporting the delivery of a city-wide essential service. The team consists of dedicated, high-performing individuals managing several contracts and support our contractors to over 1.7 million collections per month for residential and commercial customers across the City of Gold Coast. We are looking for a highly skilled and motivated Customer Management Officer to support our team of Technical and Service Liaison Officers and contractors.
About the role
Supervise, develop and motivate staff within the Waste and Resource Recovery Collections team, set and monitor outcomes and establish procedures to support the provision of exemplary customer service and expert advice.
Support the Customer Management Leader to review, deliver and improve relevant training and support materials for the wider Waste and Resource Recovery Collections team.
Lead and develop Service Liaison and Technical Officers within the Waste and Resource Recovery Collections team focusing on skills, capacity and staff performance and implement techniques in selecting, supervising, organising and motivating staff to achieve set outcomes and objectives.
Build the capability of city leaders with respect to their obligations and responsibilities as people managers.
Manage compactor and organics data assessment and reporting.
Support the development and implementation of strategic plans and policies in relation to Waste and Resource Recovery Collections.
Investigate policy and legislative requirements for relevant contracts and apply to internal processes and procedures and systems with an emphasis on continuous improvement where possible.
Negotiate and influence effective approaches to complex issues in a way that supports mutually agreeable outcomes.
Contribute to the preparation of a range of high-quality reports, presentations and correspondence, utilise investigative and critical analysis skills and make clear recommendations.




We're looking for people who have:
To be successful in this role, you will need to demonstrate the following qualifications and skills:
Bachelor's degree or Diploma in Commerce (Accounting) or Business and/or equivalent experience.
Current C Class Driver Licence.
General Construction Induction white card (desired).
Apply a range of conflict resolution techniques to address disputes between interdependent parties with differing goals or limited resources. Use professional and technical expertise to determine the most effective resolution method, provide guidance to stakeholders, and coach individuals through the process when needed. Strategic influencing, partnering, and working collaboratively with internal and external stakeholders, and familiarity with collaborative contracting and framework agreements.
Bring deep expertise and sound judgment in a relevant field, typically gained through formal education and practical experience. Offer informed advice and guidance aligned with professional standards, qualifications, or regulatory frameworks.
Leverage technical knowledge and a strong understanding of business operations to deliver services efficiently and effectively. Identify opportunities for improvement and recommend enhancements to systems and processes that drive better outcomes.
Establish and maintain strong, strategic relationships with key stakeholders. Influence thinking and decision-making by sharing insights, discussing best practices, and offering guidance both proactively and reflectively.
Provide expert advice on the appropriate use of systems and processes. Recommend new or improved approaches that enhance efficiency and contribute to overall organisational performance.
Gather and analyse technical and professional information from a variety of sources to build knowledge and inform decision-making.



Use insights to advise stakeholders and support continuous improvement initiatives.
Be part of shaping the Gold Coast's future
The Gold Coast is inspired by lifestyle and driven by opportunity. We are the second largest Council in Australia.
We care about being the most flexible government organisation in Australia. We have a range of benefits to help you create the right balance:
9-day fortnight
Flexible work arrangements to suit your lifestyle, including hybrid/work from home options, flexible working hours and locations
Personal and professional development courses
Access to 350+ fitness facilities through Fitness Passport
4 free confidential counselling sessions a year for you or an immediate family member
1 free nutritionist and financial advice session per year
We pride ourselves on our shared mission of being a high-performing, customer-focused organisation which delivers value-for-money services to the community.
How to applyTo submit your application, please click apply now and complete the application form. You will be required to upload your resume and a cover letter (no more than two pages) outlining how your skills, experience and personal attributes will enable you to be successful in this role. Please note that you may also be asked to provide relevant qualifications, where applicable.
Contact Person
Anneliisa Tonisson
Contact Email
******
Closing Date
Sunday 2 August *******:59pm AEDT
Our selection process may include a one-way video interview via Criteria, a face-to-face or virtual interview via Microsoft Teams, reference checks via Xref and additional checks including police checks, employment history checks, qualification checks, pre-employment medical reviews and drug and alcohol testing.
We're committed to creating a diverse workplace and inclusive culture. We take pride in people who align with our high-performance principles. We believe that the diverse makeup of our workforce reflects the community we serve. We welcome applications from people of all backgrounds, experiences and identities, and encourage candidates to discuss any support or adjustments they may need throughout the recruitment process.

📌 Customer Management Officer (Gold Coast)
🏢 City Of Gold Coast
📍 Gold Coast