AO5 Customer Operations & Performance Officer

Who we are:

Economic Development Queensland (EDQ)is a Queensland Government agency that unlocks land and accelerates housing, planning and infrastructure delivery-creating livable places and enabling economic growth. Our work helps deliver safe, secure and affordable homes and supports thriving communities across the state.

Empowered by the Economic Development Act 2012, EDQ has unique planning and approval powers to help unblock complex projects and bring development-ready land to market. Our purpose is simple: help Queenslanders find a place to call home, create more jobs closer to home, and support livable communities that reflect Queensland's way of life.

We work across government and with industry to attract investment, enable jobs and deliver projects that make a measurable difference for Queenslanders.

About the Role:

Within EDQ's Development Services division, you'll coordinate customer enquiries, manage workflows & support performance reporting to ensure quality service delivery.

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

About You:

You're an organised, analytical & detail oriented professional who values accuracy & accountability, works autonomously & confidently manages competing priorities to deliver high quality outcomes.

• Demonstrated experience in customer operations, service delivery coordination or performance focused roles, ideally within a government, regulatory, compliance or similarly complex stakeholder environment.
• Strong analytical & problem solving skills, with the ability to interpret operational data, identify trends & contribute to informed decision making & service improvements.
• Well developed written & verbal communication skills, with the ability to manage complex enquiries, prepare accurate correspondence & build effective relationships with key stakeholders.
• Proven ability to independently manage operational workflows, balance competing priorities & exercise sound judgement when assessing matters requiring escalation.
• Proficiency across Microsoft Office 365, particularly Excel, Word & Outlook, with experience using CRM or business management systems. Exposure to Microsoft Dynamics, Power BI, SharePoint or SAP would be highly regarded.

Why Choose EDQ:

If you're motivated by purpose and impact, you'll fit right in at EDQ. You will also be able to enjoy the following:

• 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 you and your family to hundreds of gyms, pools and fitness facilities in your area at very low cost

Closing Date: Monday 16 November 2026