Manager Customer Service & Communications
Job No:
CHR10444
Location:
Emerald
Work Type: Contract
Location: Emerald
Directorate: Corporate Services
Remuneration: Circa $200k inclusive of superannuation and motor vehicle with private use
The Region
The Central Highlands Region boasts a thriving mining and agricultural sector, with Emerald serving as the key service centre for both the region and the broader Central West.
Based in Emerald, you’ll be surrounded by an abundance of natural beauty and recreational opportunities from well-kept parks and walking tracks through to scenic trails that connect the community’s green spaces. Just beyond town, you can explore the iconic Carnarvon Gorge, swim in the rainbow waters of the Blackdown Tablelands, fish at Lake Maraboon, or fossick for gems in the Gemfields.
The Central Highlands offers a genuine regional lifestyle that is friendly, community-minded and family-oriented. It’s a place where you can build a rewarding career without sacrificing quality of life.
About the Role
As the Manager Customer Service & Communications, you will play a pivotal leadership role in shaping how our community engages with Council. Reporting to the Director Corporate Services, you will lead a multi‑disciplinary team responsible for:
- Customer Service
- Area Services
- Business Improvement Support
- Media & Communications
This is your chance to elevate how Council listens, responds, communicates, and continuously improves.
In this influential leadership position, you will:
Lead Customer Experience Excellence
- Champion a culture of high‑quality, customer‑centric service across all touchpoints.
- Drive first‑contact resolution and enhance frontline service delivery across phone, online and in‑person channels.
Steer Strategic Direction
- Oversee the development and implementation of customer service and communication strategies.
- Lead strategic planning, operational policy development, and continuous improvement initiatives.
Enable High‑Performing Teams
- Motivate and mentor multi‑disciplinary teams to deliver best‑practice services.
- Foster a culture of collaboration, innovation, accountability, and continuous learning.
Drive Insights & Improvements
- Analyse data to shape meaningful insights and improved service outcomes.
- Review and enhance policies, procedures, and business improvement frameworks.
Lead Projects & Communications
- Oversee critical service and improvement projects.
- Support media and communications functions to ensure clear, effective, community‑focused engagement.
About You
You’re a seasoned leader with strong strategic, financial, and people management skills. You bring a collaborative approach and can balance long-term planning with operational excellence and community needs.
You’ll also bring:
- Significant leadership experience in customer service and/or business improvement within a complex organisation.
- Strong interpersonal, consultative and influencing skills with the ability to engage stakeholders at all levels
- Proven experience leading cohesive, high‑performing teams.
- Excellent analytical, reporting and presentation abilities.
- Commercial acumen and experience managing budgets.
- Project management expertise and a commitment to continuous improvement.
- High standards of professionalism, diplomacy, confidentiality and customer‑centric behaviours.
- Queensland C Class (provisional or higher) driver’s licence
- Senior-level customer service/business improvement experience and/or relevant tertiary qualifications
Local government experience will be highly regarded.
Ready to Lead with Purpose?
If you’re a motivated and strategic leader who’s ready to make a difference in a growing regional council, we want to hear from you!
Benefits Include:
- A generous superannuation scheme
- 5 weeks annual leave with 17.5% leave loading
- Annual uniform allocation
- Payroll deductions and salary sacrifice options
- Wages paid fortnightly
- Employee Assistance Program
To apply for this position:
As an equal opportunity employer, we welcome applications from diverse backgrounds.
Please download and review the position description.
To be considered for this position, please include the following documents:
- A cover letter outlining your motivation for applying for this position and addressing the key selection criteria
- Your resume detailing your career history relevant for this position
Applicants who are progressed to the next stage of the recruitment process will be invited to participate in a shortlisting process.
Eligibility & Pre-employment Checks
To be appointed to a permanent position, you must be an Australian citizen, or have permanent residency status, or hold a visa permitting you to work in Australia permanently. If you have a visa permitting you to work temporarily in Australia, you may be appointed to a position on a temporary basis, providing the work complies with the conditions of your visa.
The pre-employment checks relevant to this position include:
- Right to Work in Australia
- Criminal History Check
- Reference and qualification checks
For a confidential discussion, please contact a member of the Recruitment Team on 1300 242 686 during business hours or register your application by submitting your cover letter and resume.
Applications close: 8am Thursday 2nd April 2026
