Job Title

Customer Quality and Improvement Officer This role drives quality assurance and improvement to Councils 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 - click here for more). 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. Tweed Shire Council is committed to employment equity and diversity and encourages applications from people of all ages, abilities and backgrounds in both traditional and non-traditional roles. We provide workplace adjustments for people with disability, and access to flexible work options. 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. Aboriginal Acknowledgement Tweed Shire Council wishes to recognise the generations of the local Aboriginal people of the Bundjalung Nation who have lived in and derived their physical and spiritual needs from the forests, rivers, lakes and streams of this beautiful valley over many thousands of years as the traditional custodians of these lands. Where it''s located: This position is based in Murwillumbah, and can be directed to work from any Council work site. Position closes: Friday 7 November 2025 at 12 noon sharp (NSW time). Late applications will not be permitted. #J-18808-Ljbffr