Senior Customer Management Officer (Waste Collection Services)

$89,483 - $94,722 yearly
  • Gold Coast City Council
  • Gold Coast QLD, Australia
  • 15 Sep, 2021
Full time Power, Water, Sewerage, and Sanitation

Job Description

Reference number 30820
Employment status Full Time
Directorate Water and Waste
Location Nerang Office
Award - Classification City of Gold Coast Certified Agreement 2019 - Stream A Administration Level 7
Salary $89,483.45 to $94,722.43
Hours per week 36.25
Position summary
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 City’s Waste Collection Services

The City of Gold Coast provides waste collection services to over 260,000 properties across the city, with the support of our contract delivery partners and internal support areas. Our services include household wheelie bins, services to large commercial customers including hotels, restaurants and public place collections.

About the Position

You will provide leadership, direction and expertise to a team of seven multi-disciplinary staff, and be responsible for facilitating good customer service outcomes while balancing the interests of multiple stakeholders and ensuring compliance with relevant policies and legislation. This role is also critical in providing support for resolving escalated and complex issues to ensure effective delivery of the waste collection services in a complex operating environment while liaising with the City’s waste collection contractor, and other service providers to support our service offering.

The Waste Collection Services area is currently going through a period of significant change, culminating in the procurement and transition of the new collections contract in 2023. The on-going tasks include preparation for a number of new contracts, processes and systems and mean there is a genuine opportunity to support, drive and shape improvement as part of the team.

Key Deliverables of the position:

  • Lead a cohesive, effective and efficient multi-disciplinary team to deliver waste services to the City’s 260,000 customers
  • Lead the stabilisation of the Waste Collection Services operational team and processes, through continuous improvement opportunities, and standardising the service offering wherever possible
  • Help the City improve Waste Collection Services outcomes and deliver better customer value through collaboration with external contractors and internal stakeholders
  • Engage in, lead, and provide advice to a range of projects, initiatives and contract management and procurement activities to ensure continuity and scale improvement of the waste services offered by the City, including alignment with the City’s Solid Waste Strategy 2024

About You

We are seeking an experienced leader, with a strong character who is willing to learn our business, and prepare to support and lead the team through a period of upcoming change. The successful applicant will:

  • Hold a Bachelor Degree of Business, Logistics or similar field, or equivalent knowledge
  • Previous experience in local government or private utility service industry
  • Extensive experience in leading an operational customer service function, ideally in waste management, transport or another utility
  • Have exceptional analytical, problem solving and decision making skills with the ability to grasp complex and dynamic requirements, including legislation and policy
  • Thrive in a team environment, by establishing effective working relationships and developing team members to their full potential
  • Be an excellent relationship builder and maintain effective relationships with stakeholders, contractors and customers to ensure a balanced outcome, even when the goals of stakeholders may be in direct conflict
  • Have excellent organisational skills, including management of competing priorities and deadlines, with proven project management experience, together with a high level of computer literacy (use of relevant business systems and processes)
  • Are a “can do” person who thrives on innovatively solving problems in a complex environment
  • Are able to bring in new ideas and challenge the status quo to bring about continuous improvement

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:

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 Mircrosoft 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

Screening questions

Essential: Do you have a Degree in Business, Logistics or approved equivalent OR do you have the equivalent knowledge?
Essential: Please outline your experience in waste collections, or in the management of waste collection contracts.
Essential: Please provide details of your ability to manage work productively in a multi-disciplined environment, fostering good working relationships with other team members and stakeholders.
Essential: Please tell us about your organisational and planning skills when managing competing priorities in a busy environment where set deadlines need to be met. Can you also provide an example that demonstrates your ability?
Essential: Do you have a Class C Drivers Licence?

Contact person Sam Atkinson
Contact number 0755816855
Closing date 26/09/2021

Job Closing Date

26 Sep, 2021