Customer Quality and Improvement Officer

**About the role**:
This role drives quality assurance and improvement to Council’s customer experiences (CX) with a big-picture view of customer service requests. The role will lead improvement projects to shape smarter CX systems and processes; implement quality assurance programs and satisfaction measurement; and report on our Service Experience Standards.

The role is a customer champion and supports Council services to improve how they manage, respond and action customer requests, making sure they are inclusive, responsive, and consistent across our 53 services. As the system owner of the Customer Service Request (CSR) lifecycle, the role will support Service Owners and train their teams to monitor, assess, and continuously improve CSR management, workflow and responses.

Working within the Customer Experience and Digital Solutions team, this role will use its expertise to blend the experiences of our frontline customer contact centre and field-based teams, our digital CX solutions and systems and use customer feedback and satisfaction to continuously improve the customer experience for Council.

**What's on offer**:

- a base salary ranging from $84,316 per annum with competency-based increments up to $99,874 per annum, plus 12% super
- 70 hour, 9 day fortnight
- training and development opportunities
- flexible work options for a healthy work/life balance
- generous employment conditions (we have too many to list
- **We are seeking**:

- Lead the rollout of smart customer service solutions like request systems, knowledge bases, and self-service portals in a large, fast-paced environment.
- Champion quality and continuous improvement by designing frameworks and programs that elevate customer satisfaction.
- Deliver engaging training using modern digital tools, and create clear, user-friendly guides and resources.
- Use data to uncover insights, build compelling dashboards, and drive service improvements through evidence-based decisions.
- Bring strong communication, planning, and relationship-building skills to manage priorities, influence outcomes, and foster collaboration.

**About us**:

- Located on the picturesque far North Coast of NSW, bordering the Gold Coast.
- The Tweed is a vibrant, diverse location offering a lifestyle near the water, in a rainforest or on a farm.
- Join an **employer of choice**. Professionals Australia (Local Government Engineers’ Association) has named Council the 2021 Employer of Choice for our great employment practices within NSW local government.

**Where it's located**:
This position is based in Murwillumbah, and can be directed to work from any Council work site.

**Position closes**:
**Pre-Employment Screening**:
Tweed Shire Council conducts pre-employment assessments as part of its recruitment process.

Job offers are not made until screening has been completed. Tweed Shire Council uses third-party providers to undertake:

- Background screening - verifies that the information you have provided throughout the recruitment process is true and correct.

**How To Apply**:

- Have your Resume document ready to go.

**If you'd like to COPY and PASTE question fields into a separate Word document to work on over time, please find them listed below**:

- Why are you interested in working at Tweed Shire Council, and what excites you most about this particular opportunity?
- Describe your experience implementing customer-facing technologies (e.g. service request systems, knowledge bases, self-service portals) in complex organisational settings.
- Provide examples of how you've developed and applied quality assurance frameworks, service improvement strategies, or customer satisfaction programs.
- Outline your experience delivering group and individual training using digital tools, and developing user-friendly training materials and guides.
- Demonstrate your ability to analyse customer data, identify trends, and use insights to improve service delivery and create impactful reports, dashboards or scorecards.
- Share how your communication, planning, and relationship-building skills have helped you manage competing priorities, influence outcomes, and collaborate effectively.

SK97188A
- OFFICE USE ONLY_
- Unit_
- Destination Communication and Customer Experience_
- Job Grade_
- 6.1_
- Industry_
- Destination Communication and Customer Experience_
- Employment Type_
- Full-time_