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Project Officer (Customer Management/engagement)


Any Industry
Source: uWorkin


The Gold Coast is an outstanding global city proudly looking towards its future. We are inspired by lifestyle and driven by opportunity.

Here at City of Gold Coast, our commitment to a shared set of values shapes our decisions, actions and behaviours towards achieving the City Vision and our many city priorities.

  • We aim high – we are passionate about delivering the best for our city
  • We add value – we are innovative and make the most of every opportunity
  • We work as a team – our people are great individually, but unstoppable together
  • We take responsibility – we are committed to working safely, being trustworthy and owning our actions

About the Position

As the key Customer Management Officer for our Water and Waste Meter Based Charing (MBC) project, this position is responsible for providing fundamental customer and stakeholder engagement project support and delivering customer-focused initiatives.

A strong communications background and customer service experience is crucial, along with excellent relationship management skills. In addition to liaising with customers, experience with drafting and delivering customer engagement plans and associated collateral is essential.

Key Deliverables

  • Liaise with customers, external and internal stakeholders to develop and maximise the Meter Based Charging projects outcomes and key deliverables.
  • Provide advice and engage with customers and key stakeholders in relation to metering and billing issues.
  • Identify trends and patterns and make recommendations on customer engagement opportunities for continuous improvement of the Meter Based Charging experience for our customers.
  • Assist customers with water literacy and facilitate education to stakeholders to support the Project.
  • Develop and deliver customer and stakeholder engagement plans for Water and Waste projects and service improvement initiatives.
  • Delivery of effective stakeholder management, including but not limited to, customer engagement via phone and email, responding to enquiries, complaints management, schedule correspondence, data management.

About You

As the ideal candidate you are proficient in stakeholder engagement with excellent written and verbal communication skills. You are able to multi-task with exceptional attention to detail and excellent time management skills.

You understand and manage customer expectations and take initiative to deliver positive project outcomes, while also being receptive to direction and open to feedback.

Exemplary communication and relationship building skills, along with experience in Government oriented engagement projects would be greatly beneficial.

What can the City of Gold Coast offer you?

Working for the City of Gold Coast is both challenging and rewarding. You will enjoy:

  • working within a culture that promotes a healthy work life balance with 9 day fortnights and flexible working arrangements;
  • a friendly and supportive team where you will be recognised and rewarded;
  • opportunities for professional development training and study assistance to enhance your career progression;
  • a competitive remuneration plus up to 12% employer superannuation contribution and options to salary sacrifice;

See what other benefits the City can offer you here: https://www.goldcoast.qld.gov.au/council/council-jobs-222.html

The Selection Process

As part of our selection process, you may be required to undertake a one way video interview via SparkHire, and a face to face interview or virtual interview via Microsoft Teams. You may also be required to undertake police checks, employment history checks, qualification checks and drug and alcohol testing in accordance with Australian Standards and Council's procedures.

Please note applications for all of our vacancies close at 10.30pm on the listed closing date.

To our valued community; As the novel coronavirus COVID-19 continues to impact our community and daily lives, we want to assure you that we are monitoring developments very closely and taking all appropriate action. Keeping this in mind, please be aware that our recruitment process, while going ahead, may take longer than average and we ask that you remain patient during these prolonged periods.