Division/Section: Planning, Environment & Lifestyle / Communications & Customer Experience

Position Type: Permanent Full-Time (9 day fortnight, 36.25 hours/week)

Salary Range: LGO3 ($78,412 - $84,646 per annum + superannuation) based on skills, qualifications and experience

Location: Townsville

Application Close: 11:45pm, Tuesday 13 October 2026.

About the Role:

Join Council's Customer Experience team and play a key role in delivering outstanding service to the Townsville community. In this customer-focused position, you'll support residents, businesses and visitors by responding to enquiries, processing requests and applications, and providing accurate information across a range of service channels. Your ability to build positive relationships and deliver professional, solution-focused service will help create a seamless customer experience.

Working in a collaborative and dynamic environment, you'll have the chance to apply your knowledge, support continuous improvement initiatives, mentor team members and act as a subject matter expert in Council services. This role is ideal for someone who enjoys helping others, thrives on problem-solving, and is passionate about making a positive difference for customers and the community.

About you:

You are a customer-focused professional who enjoys helping others, solving problems and delivering great service outcomes. You bring robust communication skills, sound judgement and the ability to confidently manage customer interactions while building positive relationships with colleagues and stakeholders.

To be successful in this role, you will have:

- Experience in customer service, administration or records management within a large and diverse organisation.
- Excellent verbal and written communication skills,



with the ability to communicate effectively across a range of customer contact channels.
- Strong customer service, problem-solving and negotiation skills, including the ability to manage complex or escalated enquiries.
- The ability to exercise initiative, adapt to changing priorities and quickly learn new systems, processes and procedures.
- A strong understanding of business systems, information management practices and customer-focused service delivery.
- A commitment to safety, continuous improvement and supporting the development of others.
- A current C Class Driver Licence and willingness to work across Council locations as required.

Townsville City Council is the largest local government authority in Northern Australia. We’re committed to supporting our people through a strong focus on work–life balance, a positive and inclusive culture, and a shared passion for making a meaningful impact in our community.

We have a range of benefits that confirm this commitment:

- 5 weeks annual leave + 17.5% leave loading
- 3 weeks Personal/Carers Leave
- 14 weeks paid Parental Leave
- Domestic and Family Violence Leave
- Natural Disaster Leave
- Uniforms provided
- Annual wage progression
- Up to *13.5% Superannuation employer contribution for contributing members
- Salary Sacrifice opportunities
- Access to a range of learning and development opportunities, including on-the-job learning and formal training programs




- Fitness Passport program offering discounted membership to selected health and wellbeing facilities
- Employee Loyalty Program offering discounts at selected local businesses
- Employee Assistance Program

* The Council contribution to employees' superannuation for contributing employees shall be 13.5% of the employees' ordinary time earnings subject to the employee contributing a minimum of 6% of their ordinary time earnings.

Contact Person: Allison

Contact Email: ***@townsville.qld.gov.au

(for position enquiries only)

How to Apply

Your application can be submitted through the 'Apply' button. Please include a cover letter (maximum 2 pages), outlining how your skills, qualifications and experience would allow you to achieve success in this role. We also will require your resume which should confirm any licences and qualifications your hold.

For further information review the Position Description.

We are committed to creating a safe and inclusive workplace where diverse styles, backgrounds, experiences, and perspectives are valued, encouraged, and respected. People from diverse backgrounds (including but not limited to, Aboriginal and Torres Strait Islander, people with diverse gender identities and sexualities, people from different cultural and linguistic backgrounds, people with disability, and veterans) are encouraged to apply!

All successful candidates are required to undergo drug and alcohol testing as part of the recruitment process. Please be aware Townsville City Council has a ‘zero tolerance’ policy to drugs and alcohol in the workplace.

If you need any adjustments to be made to the recruitment process or if you would like to discuss any accessibility requirements, please contact @townsville.qld.gov.au or phone 07 4727 9*** for a confidential discussion.

📌 Customer Experience Officer (Townsville)
🏢 Townsville City Council
📍 Townsville