Position Details:

Work type: Full-time Permanent

Salary Classification: QLGIA (Stream A) Level 5 – 6 ($84,699.24 – $93,763.55 + 12% Superannuation)

Location: Monto (other locations negotiable within the North Burnett Region)

Schedule: 9-day fortnight

Why work with us?

There really is no better place to live, work, and play than naturally beautiful North Burnett. The region is home to incredible National Parks, is agriculturally diverse, and offers an idyllic relaxed lifestyle.

Work-life balance: This role offers a 9-day fortnight, allowing you to enjoy our beautiful rural location and relaxed natural environment while having the space and freedom to explore your potential.

Community and connection: Find a sense of belonging and build authentic and meaningful relationships within our close-knit communities.

Affordable living: Enjoy a lower cost of living and better housing affordability.

Rural lifestyle: Embrace the rural landscapes, clean air, and laid-back atmosphere.

Rewarding career: This is an exciting time to be joining the team. North Burnett Regional Council (NBRC) offers a dynamic working environment with opportunities for professional development and initiatives to support a healthy work/life balance.

Find out more about our region in the North Burnett Visitors Guide.

About the role

As the Customer Service and Library Stream Leader at North Burnett Regional Council, you will lead a dedicated team working in a dynamic environment to deliver quality, consistent, responsive and professional customer service to the North Burnett community and its visitors.

This multifaceted role combines strategic leadership with hands-on delivery of frontline services. You will oversee the efficient and effective delivery of customer service and help deliver positive customer experiences through multiple communication channels and service points, as well as the day-to-day operations of library services and cemeteries administration.

You will act as the primary liaison between the team and other Council departments, manage complex and escalated enquiries, and ensure the smooth operation of Council’s customer service and library centres, and the Reginald Murray Williams Australian Bush Learning Centre, while driving continuous service improvements.

About you

You are an experienced and proactive leader with a genuine passion for delivering exceptional customer service and creating a seamless customer journey. You bring proven expertise in coordinating and delivering high-quality services and have a passion for problem solving and a customer-first mindset.

With a track record of successfully leading diverse teams, you possess strong communication and interpersonal skills that enable you to collaborate effectively with internal and external stakeholders. You hold relevant tertiary qualifications or have gained equivalent expertise through substantial experience. An unrestricted ‘C’ class driver’s licence and a current Positive Notice Blue Card are essential for success in this role.

With a proven ability to manage budgets, projects and develop policies, you are also adept at fostering a culture of safety, innovation, and excellence. Your commitment to customer service, attention to detail, and high-level computer skills round out your profile as a skilled and driven professional.

Key Responsibilities

Provide effective supervision and leadership with an emphasis on coaching to promote a high-performance culture and model high safety standards and behaviors.

Lead, provide and promote high quality customer service to internal and external stakeholders with a focus on creating a positive customer journey across various service channels.

Oversee the provision of advice and assistance to stakeholders across all service channels.

Manage and resolve escalated customer complaints and complex enquiries aiming for timely resolution and positive outcomes.

Manage the day-to-day delivery of library services including collection management and support the delivery of programs and engagement.

Provide specialist advice regarding customer service and customer experience initiatives to support community aspirations and corporate objectives. Collaborate with Council departments to improve customer experience outcomes.

Lead the coordination and oversight of cemeteries administration, Council’s Contact Centre after-hours service contract.

Lead the development, implementation and monitoring of policies, procedures and supporting systems, ensuring that all relevant legislative and regulatory requirements and standards are met.

Manage the Customer Service and Libraries expenditure budget and associated costs and contribute to the development of the areas budget each financial year.

Prepare high quality plans, statistics, reports or strategies relevant to the Customer Service and Libraries Stream.

Lead, implement and contribute to ongoing continuous improvement opportunities for the stream including driving service and process reviews and improvements

Provide cross-functional team support, including answering calls and responding to other service channels during peak times and working at different locations across the region.

Contribute as required to the Council’s disaster management response and recovery activities.

Please refer to the full Position Description for full details regarding the responsibilities and requirements of this position.

Applications close: 10:00pm, Sunday 12 October 2025

Contact: For further information regarding this position and assistance with your application please contact Darren Simpson from the People and Performance Team on 0447 153 948.

Benefits of working at Council

Be part of a passionate and talented team

Competitive salaries, plus 12% superannuation

Generous leave provisions

Healthy work/ life balance

Rostered days off (RDO)

Professional development and training opportunities

Employee ‘Study Assistance’ scheme

Employee Assistance Program for work or non-work-related matters

Relocation assistance applicable to some roles

Your application should include:

A cover letter (no more than two pages), detailing your reason/s for applying for the position and how your work experience, skills and knowledge meet the key responsibilities and position requirements as outlined in the Position Description.

A current resume that summarises your employment history, education and training as well as referees.

A copy of your current drivers licence, and relevant qualifications and certificates.

A completed Position Application Form.

Additional Information

Accommodation / housing – the North Burnett Region offers affordable accommodation options, particularly if you are looking at getting into the housing market. Contact our local real-estate agents directly to discuss potential opportunities. If you are looking for short-term/rental accommodation, again, please contact our local Real Estate agents directly to discuss suitable options.

To be considered for this position, you must have adequate unrestricted rights to work in Australia. North Burnett Regional Council is a drug and alcohol-free workplace and an Equal Opportunity Employer.

North Burnett Regional Council reserves the right to close or withdraw vacancies before the advertised closing date, or extend the closing date, without prior notice.