Your new company

An exciting opportunity to join a large local government authority, committed to driving economic diversity and assisting to create an enriching lifestyle, has become available in Townsville.

Your new role

In your new role as Customer Service & Administration Officer, you will be expected to play a vital role in delivering exceptional customer service and supporting our client's strategic vision for Townsville. Through collaboration with leadership and engagement with the community, the role contributes to innovation, value creation, and service excellence.

Key Responsibilities

• Champion a culture of customer focus and personal accountability, ensuring services align with community needs.
• Model exemplary safety behaviours and uphold WHS compliance to ensure a safe workplace for all.
• Support critical business functions during disruptions, including disaster response.
  Maintain and update property and rating databases to ensure accurate and timely issuance of rates and supplementary notices.
• Work across teams to support Townsville’s growth and deliver on strategic objectives.
  Accurately manage land ownership records, water connection data, and property search reports within defined timeframes.
• Participate in delivering high-quality customer service and administrative support.
  Understand and apply financial policies, rating structures, and relevant legislation.
• Be accountable to the General Manager of Commercial and Financial Services, with a focus on building strong customer relationships and delivering value-driven outcomes.

What you'll need to succeed

To succeed in this role, you will need to possess the following:

• Proven ability to lead by example in promoting a positive safety culture, ensuring compliance with Health and Safety Management Systems, legislative requirements, and due diligence practices.
• Certificate IV in Business or equivalent, with over three years’ experience in customer service within a dynamic team environment.
• Strong background in administrative and customer service roles, ideally within Local Government or Utilities billing services.
• Skilled in working collaboratively and independently to meet operational deadlines and deliver high-quality customer outcomes.
• Capable of interpreting client needs and applying relevant policies, legislation, and procedures to determine appropriate actions.
• Excellent written and verbal communication skills, with a track record of producing clear, professional correspondence and reports.
• Proficient in Microsoft Office (Word, Excel, Outlook, PowerPoint) and familiar with billing databases and records management systems.
• Highly organised with strong attention to detail and effective time management.
• Demonstrates empathy and professionalism when managing challenging customer interactions.
• Strong problem-solving abilities, using initiative to identify and implement practical solutions.
• Adaptable and resilient in fast-changing work environments.
• Willing to share knowledge and support team development through training and collaboration.

What you'll get in return

What you need to do now