• Full Time /9 Day Fortnight / 36 Hours
• Salary: From $94,439 plus superannuation 
• Position Brief - Service Liaison Officer 

About the team

The Waste & Resource Recovery Collections team is a fast-paced, collaborative, and interdependent business unit, supporting the delivery of a city-wide essential service. The team consists of dedicated, high-performing individuals managing several contracts and support our contractors to perform over 1.7 million collections per month for residential and commercial customers across the City of Gold Coast. We are looking for a highly skilled and motivated Service Liaison Officer to support our team, contractors and the wider community.

About your new role

As a Service Liaison Officer, you will play a pivotal role in supporting the delivery of waste collection services across the city. You will lead and mentor staff, provide expert technical advice, and ensure high standards of service delivery and customer satisfaction. Your work will involve site inspections, contractor liaison, system testing, and continuous improvement initiatives.

Key Responsibilities:

• Lead and develop staff to provide team guidance and ensure high levels of customer satisfaction through investigation and resolution of escalated customer enquiries, complaints, and service neglect in a timely and effective manner.
• Maintain, promote, advise and continuously improve Workplace Health and Safety in a way that supports the wider team and liaise with the City's waste contractors to ensure there is a proactive focus on Workplace Health & Safety, effective service delivery, including auditing and monitoring.
• Deliver timely and effective site inspections and consultations with existing and prospective clients and support improved health and safety outcomes and resource recovery where possible.
• Provide timely and effective information through advice to Council officers, contractors, commercial, and residential customers including quotations for the provision of waste, recycling, green waste, and organics collection services.
• Provide advice to Technical Officers that enables cohesiveness and consistency of standardised functional processes and established service offerings, with an emphasis on continuous improvement where possible.
• Work collaboratively with solid waste collection contractors to establish business requirements, undertake testing and conduct impact analysis to support the implementation of new services and ensure effective service delivery.
• Ensure stability and consistency of standardised functional processes and established service offerings, with an emphasis on continuous improvement where possible.
• Ability to conduct thorough examinations of internal and external information to determine if statutory, regulatory, and organizational systems, processes, and obligations have been met. Make recommendations to address risk and improve performance.
• Consider the entire customer experience when engaging with internal and external stakeholders and observe ‘above the line’ behaviours by communicating in a professional and respectful manner. Ensure client needs and wants are understood and wherever possible are met. Use client feedback to make recommendations to improve customer experience.

For more information, view the position brief by clicking the paperclip icon in the top right corner of this screen.

We're looking for people who have:

To be successful in this role, you will need to demonstrate the following qualifications and skills:

• Certificate IV in Asset Management (Waste Management), Diploma in Business, or equivalent knowledge and experience. 
• Current C Class Driver Licence
• Ability to work independently and undertake a range of functions requiring the application of a high level of knowledge and skills to achieve results in line with departmental and/or Council goals.
• Adherence to established work practices, and the ability to exercise initiative and judgement where practices and direction are not clearly defined.
• Leadership and mentoring capability
• Experience in stakeholder engagement and customer service that supports excellent interpersonal and conflict resolution skills.
• Technical knowledge of waste management operations to support professional and technical advice and guidance for service arrangements including relevant systems and processes. The successful applicant should be able to make recommendations on new or revised systems and processes that improve efficiency and lead to greater organisational performance.
• The ability to articulate information clearly using appropriate grammar and language, monitor feedback and adapt communication style.

Be part of shaping the Gold Coast's future

The Gold Coast is inspired by lifestyle and driven by opportunity. We are the second largest Council in Australia. We care about being the most flexible government organisation in Australia and we have a range of benefits to help you create the right balance:

• Flexible work arrangements to suit your lifestyle, including hybrid/work from home options, flexible working hours and locations
• Personal and professional development courses
• Access to 350+ fitness facilities through Fitness Passport
• 4 free confidential counselling sessions a year for you or an immediate family member
• 1 free nutritionist and financial advice session per year

We pride ourselves on our shared mission of being a high-performing, customer-focused organisation which delivers value-for-money services to the community. We're committed to creating a diverse workplace and inclusive culture.

How to apply

For more information, view the position brief by clicking the paperclip icon in the top right corner of this screen.

Click 'Apply' to submit your online application. Upload your Resume with a Cover Letter (of no more than 2 pages) outlining how your skills, experience and personal attributes would allow you to achieve success in this role.

Documents needs to be less than 2MB in size and PDF format is preferred. If you encounter technical issues when applying, please email recruitment@goldcoast.qld.gov.au

Our selection process may include a one-way video interview via Criteria, aface-to-face or virtual interview via Microsoft Teams, reference checks via Xref and additional checks including police checks, employment history checks, qualification checks, pre-employment medical reviews and drug and alcohol testing.

Contact Person Suzie Jones

Contact   sujones@goldcoast.qld.gov.au

Closing Date  Thursday 30 April 2026 @11:59pm

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

The City of Gold Coast is an equal opportunity employer dedicated to promoting an inclusive and diverse workplace. We are committed to supporting an environment where all employees, regardless of their differences or similarities, feel valued, respected and supported. Aboriginal and Torres Strait Islander persons are encouraged to apply.