Closing date: 13/08/2026 10:30 PM E. Australia Standard Time

Location: Roma

Compensation: Fortnightly payment. Annual salary AUD $80,200.00 - $80,200.00

Employment type: Permanent, Full time

About Maranoa Regional Council: Maranoa Regional Council is an inclusive, proud and connected community, attracting and embracing opportunity to forge a strong future for generations to come. We support our individual communities to grow while building one strong connected region that partners with people, business and industry to thrive.

Discover the Maranoa Region: HOME - Roma Queensland

Why it is worth working at Maranoa Regional Council?

- Permanent, Full-Time Position
- Stream A, Level 5 - $80,281.66 per annum
- Maranoa locality allowance $72.00 per fortnight
- Work a 9-day fortnight with a Rostered Day Off.
- Access Long service leave after seven (7) years
- Five weeks of annual leave annually
- Ten weeks (full pay) paid parental leave, twenty weeks (half pay) paid parental leave
- Three weeks sick leave annually
- Salary sacrifice facilities (rural remote rent assistance, novated leasing, additional super contributions)
- Employee Assistance Program – free 24 hour nationwide confidential personal or work-related counselling services for employees and their families.
- Discounted Gym Memberships at PCYC and Snap Fitness
- Discounted Health Insurance through Bupa

About the Role

The Lead Customer Experience Officer is a senior operational role that helps coordinate the everyday experience customers have when they contact or visit Council. The position supports confident, consistent and solutions-focused service across Council's customer service locations, channels and systems, while guiding staff in the use of customer request tools, service information and customer-facing processes.

Key Responsibilities

Customer Experience Service Delivery

- Provide and help coordinate welcoming, responsive and practical service to customers across Council's front-of-house, phone, digital and written channels.
- Help coordinate a positive and capable front-of-house experience across Council service locations, supporting staff and customers to access the right information, service or pathway.
- Deliver,



coordinate and support a broad range of customer-facing services, including enquiries, payments, receipting, customer requests, facility and venue hire, and related administrative support.
- Assist with agency and partner services, including Australia Post.
- Role model Council's customer service standards and actively support a service culture that is respectful, helpful and focused on practical and solution-based outcomes.

Team Support & Service Consistency

- Provide day-to-day guidance, practical support and positive role modelling for Customer Experience Officers, including helping coordinate workflow and service priorities.

- Coordinate practical onboarding, local induction, refresher guidance and training for Customer Experience team members, under the direction of the Coordinator.
- Guide team members to resolve service questions, system issues and customer matters in a calm, constructive and consistent way.
- Coordinate regional service coverage as required and help maintain consistent customer service practices across locations.

Customer Requests, Systems & Training

- Act as the key operational user and practical support point for Council's customer interaction and customer request systems.
- Guide Customer Experience Officers, administration staff and other Council users to record, allocate, update and close customer requests accurately and consistently.
- Coordinate hands-on system guidance, simple user resources, onboarding support and refresher training for customer service and customer request tools.
- Monitor customer request queues, service trends and recurring issues, following up with users or service areas and escalating matters that require clarification, action or improvement.
- Prepare customer service reports, dashboards and data summaries,



identifying patterns and practical improvement opportunities for the Coordinator and relevant work areas.

Facility Bookings & Business Support

- Coordinate and support the customer-facing administration of facility and venue hire processes, including bookings, customer guidance, receipting, access arrangements, records and follow-up.
- Work with Facilities and Property Services and other relevant teams to help hirers receive clear information and practical support.
- Ensure customer interactions, business documents and correspondence are accurately recorded in Council's approved systems and handled with appropriate confidentiality.

Improvement & Customer Insight

- Identify common customer questions, recurring system issues and service gaps, and recommend practical improvement ideas to the Coordinator.
- Maintain and improve service information, templates, scripts, knowledge resources and other tools that help staff provide accurate and consistent customer service.
- Coordinate the practical implementation of agreed service improvements, customer experience initiatives and changes to customer request processes or systems.

For full details of this position, please ensure you download the attached Position Description, which provides the detailed responsibilities and required skills, experience and qualifications.

How to Apply:

- Covering letter stating why you are interested in the position.
- Current resume (CV).
- Address the questions presented in the application form.

Additional Information

MRC reserves the right to close or withdraw vacancies before the advertised closing date, or extend the closing date, without prior notice.

The preferred candidate must have the legal right to work in Australia and will be required to undertake a Criminal History Check and a pre-employment medical assessment to assess their ability to perform the genuine occupational requirements of the position.

For more information:

Website: www.maranoa.qld.gov.au
Telephone: 1300 007 662

Maranoa Regional Council is an equal opportunity employer, and we encourage applications from candidates of all backgrounds. We actively support diversity and inclusion in our workplace

📌 Lead - Customer Service Officer (Roma)
🏢 Maranoa Regional Council
📍 Roma