Overview
We’re seeking an experienced and motivated leader to head up our customer service operations in Gloucester, Tea Gardens, and Stroud. As Senior Regional Services Centre Officer, you’ll oversee the delivery of high-quality customer service across a diverse and busy environment, including agency functions and Council’s own customer enquiries. In this role you’ll guide a team that manages a wide range of services, including Service NSW, Services Australia, and MidCoast Council enquiries, ensuring smooth operations, consistent processes, and positive experiences for every customer.
You’ll play a key role in improving how we work, building consistency across our service points and supporting the development of your team. The role also requires the ability to learn quickly and enthusiastically as information and service delivery evolves across Council and partner agencies. You will work collaboratively with other customer service leaders across Council to share knowledge, align processes, and drive continuous improvement.
We’re looking for someone with proven experience in customer service leadership and operational management, who can balance competing priorities in a fast-paced environment. You’ll bring strong people management skills, a solutions-focused mindset, and a commitment to fostering a positive, supportive team culture. Flexibility to work across multiple service centres, resilience, and a drive for continuous improvement will see you succeed in this role.
If you’re ready to lead a team that delivers exceptional customer experiences and makes a real difference for our community, we want to hear from you!
Responsibilities
* Oversee the delivery of high-quality customer service across Gloucester, Stroud, and Tea Gardens, including agency functions and Council enquiries.
* Guide a team that manages services including Service NSW, Services Australia, and MidCoast Council enquiries, ensuring smooth operations and consistent processes.
* Drive continuous improvement, build consistency across service points, and support staff development.
* Collaborate with other customer service leaders to share knowledge and align processes.
Qualifications and experience
* Proven experience in customer service leadership and operational management.
* Strong people management skills and a solutions-focused mindset.
* Ability to balance competing priorities in a fast-paced environment.
* Flexibility to work across multiple service centres; resilient with a drive for continuous improvement.
What we offer
We are committed to the growth of our employees and have a range of benefits available to support wellbeing and career development. Salary: Commencing salary circa $74,751 p.a. plus superannuation.
Location: This position will be based at our Customer Service points in Gloucester, Stroud and Tea Gardens. You may also be required to be based from other Council sites across the MidCoast Council region.
Tenure: Permanent, Full Time, 35 hours per week.
How to apply
* Review the position description in PDF or Word formats.
* For questions relating to the position requirements please contact the Hiring Manager.
* For enquiries regarding the application process please contact the HR representative.
* When responding to the questions below, include detailed and relevant examples of your skills and experience. The STAR method can help you prepare clear and concise responses using real-life examples.
* Avoid using AI to generate responses.
* You may save your application before submitting; ensure you submit before the closing date.
* Attach your resume and, if you wish, a Cover Letter (not required).
Our organisation
At MidCoast Council our people are our most important resource and we believe that we can only reach our full potential when you reach yours. This is the place for those who seek to play a role in the community and have an enthusiasm to learn and grow. Here you can make a real difference.
Our community is our customer and is at the centre of everything we do. We value, support and empower our people to deliver positive results for our community.
Right now, we are investing heavily in our organisation, and our people. Our Administration Centre is a state-of-the-art facility designed to inspire innovation, creativity and collaboration. The building has been named ‘Yalawanyi Ganya’ which means “sitting/meeting place” in the Gathang language of the indigenous people across the MidCoast Region.
About MidCoast Council
We proudly serve the MidCoast region, from our stunning coastline to the lush hinterlands. Since 2016, we’ve provided essential services, maintained infrastructure, and fostered sustainable growth to enhance our community’s quality of life. Collaboration is at our core—we engage with residents to make informed, transparent decisions. By balancing environmental preservation with economic and cultural growth, we’re building a thriving, resilient MidCoast for generations to come.
Our commitment
MidCoast Council is committed to equal employment opportunities and to providing all staff with an inclusive, safe and healthy working environment. We never discriminate on the basis of race, religion, national origin, gender identity or expression, sexual orientation, age or marital, veteran or disability status. If you have a disability and need adjustments to assist with the application process or workplace adjustments, please contact the HR representative. We recognise veterans and welcome applications from ex-service personnel.
We respectfully ask that recruitment agencies do not contact us at this stage.
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