Customer Experience and Improvement Officer

Salary range: from $89,329 pa superannuation

Location: York Street, Beenleigh

Position: Maximum Term Contract ending 30th June 2027

About Logan Water

Logan Water delivers safe, reliable and sustainable water and wastewater services to one of Queensland's fastest-growing communities. Our Service Quality and Improvement team is focused on continuously enhancing the way we work, ensuring our processes, systems and services deliver value to customers, stakeholders and the broader business

About the role

Are you someone who loves data, enjoys uncovering trends and turning information into meaningful insights that improve customer experiences?

As a Customer Experience & Improvement Officer, you'll combine frontline customer service with customer insights, analytics and continuous improvement activities. This is a unique opportunity to use data to understand customer behaviour, identify recurring themes and help shape service improvements across Logan Water.

You'll spend part of your time supporting customers through enquiries, requests and service issues, while also analysing customer feedback, complaints, survey results and operational data to identify patterns and opportunities for improvement. Working closely with the Customer Advocacy Lead, you'll help build the story behind the data, prepare reports and dashboards, and contribute to customer-focused projects and initiatives.

We're looking for someone who is naturally curious, customer-focused and data-savvy. Someone who enjoys diving into information, connecting the dots between customer feedback and operational performance, and translating insights into practical actions that improve customer outcomes.

Position responsibilities include:

- Providing customer support across phone, email and digital channels.
- Responding to customer enquiries, requests and complaints using an end-to-end customer service approach.
- Collecting, collating and analysing customer feedback, complaints, survey results and service performance information.
- Monitoring customer trends, recurring themes and pain points to identify improvement opportunities.
- Preparing customer reports, dashboards, presentations and visual summaries.
- Supporting customer experience reviews, improvement initiatives and business improvement activities.
- Maintaining customer datasets, reporting tools and information repositories.
- Supporting customer communications relating to service interruptions, operational events and customer impacts.
- Assisting with customer workshops, stakeholder engagement activities and customer consultations.
- Contributing to continuous improvement projects that enhance customer experience outcomes.

Key indicators for success:

- A genuine passion for data, reporting and identifying meaningful trends and insights.
- Strong ability to collect,



analyse and interpret customer and operational information.
- Experience building reports, dashboards and visual summaries that tell a compelling story.
- Exceptional customer service skills and a commitment to delivering positive customer outcomes.
- Ability to identify recurring issues, customer pain points and opportunities for service improvement.
- Strong communication skills with the ability to explain information clearly to a variety of audiences.
- Experience supporting customer experience, business improvement or continuous improvement initiatives.
- Strong organisational skills and the ability to manage competing priorities.
- A collaborative approach and ability to build positive relationships with customers and stakeholders.
- Experience using Excel and other reporting tools, with Power BI experience highly regarded.

Requirements:

To be considered for appointment, applicants must be willing and able to meet the operational and pre-employment requirements of the position, including:

- Possession of a current "C" class driver's licence
- Ability to participate in after-hours on-call duties if required.
- Relevant qualifications and/or demonstrated experience in customer service, customer experience, business improvement, research, analytics, administration or a related discipline.

Additionally, applicants must undergo additional employment-related background check/s and be assessed as suitable to be able to ethically perform the inherent requirements of this position. This will include:
- National Police History Check

Why choose Logan City Council?

At Logan City Council, we're not just running a city - we're shaping its future. We're a contemporary local government with a transparent sense of purpose, focused on delivering exceptional service and value for money for our community.

Here, your ideas are valued, your growth is supported, and your work contributes to something bigger. When you join us, you'll feel connected to your purpose, your team and the people of Logan.

We believe that when our people thrive, our city thrives. That's why we've built a workplace culture that champions collaboration, growth and wellbeing. Here's what you can look forward to:

- Salary from: Level 4 starts at $89,329 superannuation.
- Leave that helps you recharge - use your annual leave when it suits you and enjoy the added benefit of extra Christmas leave to make the most of the holiday season.
- Work-life balance that rewards you - our full-time employees work 72.5 hours over nine days,



providing a regular day off every fortnight, adding up to 22 extra days each year to recharge, pursue passions, or do more of what you love.
- Flexibility that supports your success - we support work-life balance with hybrid flexible working arrangements designed to help you thrive.
- Wellbeing that works for you - stay active and healthy with discounted memberships at Logan Leisure Centres, access to the Fitness Passport program, and a corporate discount with BUPA.
- Perks that go further - make the most of your income with salary packaging options, including novated leasing.
- Development to support your future - grow your skills and advance your career with access to ongoing learning and development opportunities tailored to support your professional journey.
- Support when it matters - our Employee Assistance Program provides free, confidential counselling to help you navigate life's challenges and support your wellbeing.
- Connect and belong - be part of our active social club and enjoy opportunities to build relationships and connect with colleagues across the organisation.

Who we are and the community we serve The City of Logan is young, diverse, and growing fast - and we are growing with it. Home to more than 400,000 residents from over 230 cultures, it is a place where community spirit thrives and every voice matters.

As one of the largest and most diverse councils in Queensland, we are home to big picture thinkers, community focused leaders and dedicated professionals who care deeply about the community we serve. From delivering essential services and building new infrastructure to supporting local businesses and creating inclusive spaces, we are here to make life better for everyone who calls Logan home.

As a Council employee, you will be part of that mission - helping shape the future of a city where people, places and opportunities can thrive.

Interested?

Please press the "Apply" button and follow the prompts by closing date of 14th October 2026For more information, email *@logan.qld.gov.au

Important notes:

- All documents are to be uploaded in PDF format & submitted online.
- An automated confirmation email will be sent once your application has been submitted. Please note that this email serves as your acknowledgement of receipt, and no further communication will be provided.
- Unsolicited applications will not be accepted.
- Applications will be retained for up to 12 months for future consideration.
- If you require assistance or an adjustment throughout the recruitment process, please contact *@logan.qld.gov.au
- Council reserves the right to close or withdraw vacancies before the advertised closing date, or extend the closing date, without prior notice.
- Please click the link for more information about Logan City Council's Application process - Logan City Council

📌 Customer Experience and Improvement Officer (Beenleigh)
🏢 Logan City Council
📍 Beenleigh