AO5 Customer Operations & Performance Officer

Economic Development Queensland • Brisbane, CA

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About The Position

Economic Development Queensland (EDQ), a Queensland Government agency, works to unlock land and accelerate housing, planning and infrastructure delivery, supporting affordable homes, jobs and thriving communities. Within EDQ’s Development Services division, the Customer Operations & Performance Officer coordinates customer enquiries, manages workflows and supports performance reporting to help ensure quality service delivery. The role handles enquiries, complaints and compliance matters; monitors actions, investigations and timeframes; analyses operational performance; and supports effective customer outcomes through professional communication and operational improvements.

Requirements

• Demonstrated experience in customer operations, service delivery coordination or performance-focused roles.
• Strong analytical and problem-solving skills, including interpreting operational data, identifying trends and contributing to informed decision-making and service improvements.
• Well-developed written and verbal communication skills, including managing complex enquiries, preparing accurate correspondence and building effective stakeholder relationships.
• Ability to independently manage operational workflows, balance competing priorities and exercise sound judgement when assessing matters requiring escalation.
• Proficiency across Microsoft Office 365, particularly Excel, Word and Outlook, and experience using CRM or business management systems.

Nice To Haves

• Experience in a government, regulatory, compliance or similarly complex stakeholder environment is desirable.
• Exposure to Microsoft Dynamics, Power BI, SharePoint or SAP is highly regarded.

Responsibilities

• Coordinate and respond to customer enquiries, complaints and correspondence, ensuring professional and timely communication with internal and external stakeholders.
• Triage and prioritise incoming enquiries, complaints and compliance matters, using sound judgement to determine appropriate actions and escalations.
• Independently manage day-to-day workflows, monitoring outstanding actions, investigations and key timeframes to support timely resolution.
• Prepare and analyse monthly performance reports across customer service, complaints, compliance and enforcement activities, identifying trends and areas for improvement.
• Prepare clear and professional briefing materials and operational reports, working with internal teams and external stakeholders to facilitate positive customer outcomes.
• Contribute to improving and standardising customer service processes, reporting templates and operational workflows.

Benefits

• Flexible and agile ways of working.
• Generous leave and 12.75% superannuation.
• Learning, development and career pathways.
• Modern workplaces designed for collaboration.
• Inclusive culture that values diversity and cultural capability.
• Access for employees and their families to hundreds of local gyms, pools and fitness facilities at very low cost.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed