Frankston City Council is located on the eastern shores of Port Phillip Bay where the beach meets with the natural landscapes of the Mornington Peninsula. We are a diverse community that provides a vibrant lifestyle along with a growing economic and arts sector.
Our leadership team is committed to building an engaged and collaborative culture where innovation and being future focused are the norm. If you want to help shape the future of Frankston, now is the time to join our team!
About the position
Council’s Customer Experience & Transformation Department is looking for a Customer Insights Officer who will be responsible for the ongoing positive improvement of a customer focused culture within the organisation in line with the objectives of our Customer Service Promise and other customer experience initiatives.
The main responsibilities will include:
- Act as an accessible touch point to teams and services across the organisation, offering specialist advice in best practice for managing and utilising customer feedback and complaints
- Encourage the organisation to own and leverage customer insights and sentiment, to identify trends and root causes, in order to make informed business decisions.
- Own and maintain a visual display of Councils customer experience metrics and data, providing an accurate & transparent representation of how we are performing to our staff and community in real-time
About you
- Experience in dealing with and/or managing complaints and other types of customer feedback
- Experience in encouraging/facilitating other people to understand and undertake the appropriate actions in line with relevant frameworks or processes
- Confidence and resilience in liaising with internal and external stakeholders seeking subject expertise to assist with contentious matters.
- Advanced conflict/dispute resolution skills and negotiation techniques
- Ability to understand and explain legislative requirements/recommendations
- Independent working skills, proven experience working in a solution focused, autonomous manner
Benefits of working at Frankston City Council
Be part of a workplace that is looking to transform the way that we work and build on our values “Kinder, Fairer, Smarter”. As an employee, you will have access to benefits such as:
- Hybrid Working Model
- Flexible working hours
- Rostered Day Off (Full time roles only)
- Access to professional and career development opportunities
- Purchased leave
- Paid Parental leave
- Paid Christmas Shut Down Leave
- Free onsite parking (Civic Centre)
- Employee assistance program
- Salary sacrifice gym membership at Peninsula Aquatic Recreation Centre.
This position is a Band 5A currently remunerated at $82,567.33 per annum, plus superannuation. Overtime will also be paid as required.
If you would like to learn more about this opportunity or have any questions, please contact (Lauren Helmore) on lauren.helmore@frankston.vic.gov.au.
The position description for this role can be found on the Frankston City Council Careers page.
The closing date for applications to this role is 09/01/2026.
Culture at Frankston City Council
Frankston City Council respectfully acknowledges the traditional owners, the Bunurong people, as the custodians of the land on which we live and work and their Elders past and present.
Council is committed to building a culture that values diversity and promotes a workplace that welcomes and includes the unique contributions of all people. We encourage applications from individuals of all ages, backgrounds and identities. As well as applicants who identify as being Aboriginal and Torres Strait Islander, are culturally diverse, LGBTQIA+ or who have a disability to apply.
We encourage you to talk to us about any adjustments or additional support you may require during the recruitment process, as well as how this role can be flexible for you.
Child Safety
Frankston City Council is a Child Safe Organisation and has a zero tolerance for child abuse. Council is committed to creating and maintaining a child safe environment where all children are valued and protected from harm and abuse and will promote a whole of community approach to keeping children safe.
At Frankston City Council, protecting children and preventing child abuse is embedded in the everyday thinking and practice of all councillors, employees, contractors and volunteers. Please refer to the Child Safety and Wellbeing Policy located on the Frankston City Council website on the Child Safety Page as this will be referred to in an interview.
Pre-Employment Information
You will need to provide evidence of your right to work in Australia, certified copies of your qualifications, a current Driver Licence and Working with Children Check. You must also be willing to provide a Pre-Employment Health Declaration and undertake a National Police Record Check.
