Schedule 2 - Position Description
Position Name: Business Support Officer – Customer Service
Position Number: 8009
Directorate: Finance
Team: Innovation and Business Support
Position Status: Permanent Full Time
Classification Level: Queensland Local Government Industry (Stream A) Award Level 3
Reports to: Customer Service Coordinator
Located: Longreach
Revised: April 2025
Our Vision
Connecting Council and Community
Our Mission
Delivering Excellent Services
Our Values
1. A Safe and Healthy Work Environment
2. Inclusiveness and Respect
3. Consistency and Fairness
4. Teamwork and Staff Development
5. Performance and Value for Money
6. Leadership and Collaboration
7. Sustainability
8. Forward-looking
Position Objective
The Customer Service Business Support Officer will be responsible for delivering a range of operational,
administrative, and customer service functions. This role involves providing exceptional service to both internal
and external customers, ensuring a positive experience at the first point of contact. The Officer will maintain
professionalism, efficiency, and confidentiality in all customer interactions, fostering good relationships with staff
and the public.
Position Responsibilities
Functional Areas Key Accountabilities
Customer Service Assist with a broad range of customer requests, using high level
interpersonal skills to clearly determine requirements, manage
expectations and provide advice where appropriate;
Take ownership of customer needs and issues, working collaboratively
with all Council departments to identify organisational responses that
ensure effective and timely resolutions within agreed timeframes;
Provide quality frontline customer service, representing Council in a
positive and professional manner;
Deal courteously and efficiently with customers of diverse
backgrounds and skillfully negotiate cooperation from difficult
customers; and
Process and assign Customer Service Requests within councils
Customer Service System (SynergySoft), and follow up with relevant
department representatives to ensure requests are actioned and
customers are kept informed of the progress of their requests.
Administrative Support Oversee the front foyer including the raising the outdoor flags, relevant
content on the TV and on the brochure display table;
Manage and distribute forms from the Front Counter, consulting with
Council departments to understand their purpose and assist customers
with completion as needed;
Assist in maintaining Council website content;
Maintain organisation toggle register along with issuing of toggles to
community members for access to Council facilities; and
Provide project & general administrative assistance to all Council
Department, as requested.
Financial and Procurement Procurement activities including raising requisitions, goods receiving
and assisting with the procurement of services and goods;
Undertake financial transactions, cash handling, receipting and banking
processes in accordance with established policy and procedures; and
Maintain accurate and efficient data input and records management.
Professionalism and Ethics Exercise of sound judgement, initiative, confidentiality and sensitivity in
the performance of work, including the meeting of deadlines.
Other Duties Other such relevant duties as required from time to time which would
generally fall within the scope of this position as directed by your
accountable supervisor or the Chief Executive Officer.
Key Relationships
Supervisor Customer Service Coordinator The Customer Service Business
Support Officer will have an effective
relationship with the Customer
Service Coordinator and is
responsive to their requests.
Works with - Internally Innovation and Business Support Team, all
internal staff members
The Customer Service Business
Support Officer will have a positive
relationship with their colleagues,
which involves active collaboration,
sharing ideas and working together
to create a conductive environment.
Works with - externally Customers, members of the community
and other stakeholders
The Customer Service Business
Support Officer will have an
approachable, attentive, respectful
relationship with customers,
members of the community and
other stakeholders.
Inherent requirements
Excellent Interpersonal Skills: High level of interpersonal skills to manage customer expectations and resolve
issues.
Communication Skills: Strong ability to clearly and effectively communicate with a wide range of people, both
verbally and in writing.
Professionalism: Ability to always represent Council in a positive and professional manner.
Confidentiality: Ability to maintain confidentiality and sensitivity in handling customer information.
Medical clearance: A pre-employment medical is mandatory for this role.
Position Requirements
Skills
Able to demonstrate a commitment to Council’s core values through personal action.
Able to gain respect and create good working relationships across all levels of Council.
Good attention to detail and a commitment to high quality work.
Able to take initiative in improving processes to make them more efficient and effective.
Excellent time management, organisation and planning skills with an ability to prioritise and manage own
time and meet critical timeframes.
Knowledge
Understanding of how to maintain a safe working environment.
High level of skills and knowledge in multiple software applications
Knowledge or ability to rapidly acquire knowledge of Council’s policies and procedures and relevant local
government legistlation,
Knowledge and understanding of administration processes, practices and support
Knowledge and understanding of quality customer service principles.
Mandatory Experience/Qualifications
Demonstrated experience in office administration
Certificate III in Business Administration or similar
Ability to maintain strict confidentiality and discretion
Relevant experience in using the Microsoft suite of packages including Word, Excel, Email
Excellent skills in negotiation, public relations and conflict resolution
Current Class ‘C’ Drivers Licence.
Desirable Experience/Qualifications
At least one years experience in a similar position
Delegations and Authorisations
NIL.
Workplace Health and Safety Obligations
All employees have a legal obligation to comply with regulatory requirements and LRC– SMS (Longreach Regional
Council’s - Safety Management System) incorporating WH&S policies, procedures and work instructions. These
are introduced to ensure the health and safety of employees, contractors, visitors, volunteers, the public and the
environment and remain compliant with Industry Benchmark Standards.
Employees of Longreach Regional Council have the following responsibilities for health and safety at work.
Take reasonable care of their own health and safety and ensure that their actions do not adversely
affect the health and safety of others.
Comply with and follow all reasonable instructions for work health and safety (WHS) and cooperate
with all reasonable WHS policies, procedures, guidance, instructions, and directions.
To not intentionally or recklessly interfere with or misuse any substance or thing provided in the
interests of WHS.
Use Longreach Regional Council’s WHS risk management approach, participate in risk
assessments and assist in identifying and using control measures to eliminate or minimise WHS
risks.
Ensure safe work practices including operating and maintaining all machinery, equipment and plant
in a safe way and holding licences and training where required.
Report any worn out or defective tools or equipment or problems with tools and equipment.
Comply with Council’s induction and training requirements.
Participate in meetings, training, consultation and other WHS activities such as inspections, incident
investigations, and evacuation drills as required.
Use, maintain and store personal protective equipment (PPE) in the appropriate manner.
Be familiar with emergency and evacuation procedures for their work area and comply with
instructions given by emergency response, including emergency wardens and first aiders.
Report all problems with undertaking work, including concerns or signs of injury, discomfort, or ill
health, immediately to their manager or supervisor.
Report any unsafe situation, workplace hazard, injury, incident, or near-miss to their manager or
supervisor immediately.
STOP WORK if it not safe to continue and report concerns to their manager or supervisor.
Assist in maintaining a high level of housekeeping, cleanliness, and tidiness.
Undertake tasks as required to enable continuous improvement for WHS management.
