About Logan Water

Logan Water is committed to delivering safe, reliable and sustainable water and wastewater services for the Logan community. As a key service provider within Logan City Council, we manage the full lifecycle of water services - from planning and infrastructure delivery through to operations, optimisation and customer experience.

Our operations team leverages smart technology, real-time data and continuous improvement practices to ensure efficient and compliant network performance. We pride ourselves on collaboration, innovation and delivering high-quality outcomes for our community.

About the role

As a Customer Service Specialist, you will be the first point of contact for customers experiencing faults, emergencies, or service interruptions. You'll work within our Integrated Service Hub (ISH), providing end-to-end customer management across multiple channels-phone, email, social media, and digital platforms. This role is about more than answering calls; it's about advocating for customers, asking the right questions, making informed decisions, and ensuring our crews have the information they need to deliver timely solutions. You'll also play a key role in supporting incident response, proactive communications, and continuous improvement initiatives that enhance customer experience.

Key indicators:

- Manage inbound and outbound customer interactions across multiple channels, including calls, email, social media, and digital platforms.
- Provide deep triage on customer calls to ensure crews have accurate information for efficient fault resolution.
- Ask probing questions, make independent decisions, and give clear advice to customers regarding water and wastewater services.
- Log work requests accurately and quickly during peak times, maintaining calm under pressure.
- Support urgent notifications and communications during incidents or emerging customer issues.
- Monitor and respond to social media interactions, assisting with proactive updates and customer messaging.
- Collaborate with internal teams to resolve complaints and enquiries, ensuring timely and quality outcomes.
- Capture and input accurate data to support reporting, quality assurance, and continuous improvement processes.
- Review and maintain customer templates, web content, and knowledge tools for accuracy and relevance.
- Work as part of a close-knit, high-performing team within the ISH, contributing to a culture of collaboration and customer advocacy.

You'll possess

- Certificate IV in Business or Customer Contact/Engagement (highly regarded).
- Demonstrated experience providing exceptional customer service in a dynamic,



multi-channel environment.
- Strong communication and interpersonal skills with proven ability to build rapport and resolve complaints effectively.
- Experience using customer databases, billing and works order systems, and proficiency in Office 365; ability to adapt to new systems and technology.
- Familiarity with GIS mapping and geospatial tools (training provided).
- Ability to manage competing priorities, work under pressure, and maintain accuracy in fast-paced situations.
- Experience monitoring social media and supporting proactive customer communications.
- A genuine desire to help customers and advocate for quality outcomes with an end-to-end service mindset.

Requirements

To be considered for and employed in this position, applicants must satisfactorily complete the following pre-employment screening checks, as applicable:

- Work Rights
- Satisfactory references
- Ability to participate in flexible hours and participate in an on-call roster.

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 clear 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 quick - 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 29th November 2026

For 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 Service Specialist (Beenleigh)
🏢 Logan City Council
📍 Beenleigh