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,****** per annum
Maranoa locality allowance $***** 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 explicit 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: Telephone: ******** ***
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 (Mount Isa)
🏢 Maranoa Regional Council
📍 Mount Isa