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.

About the position

An exciting opportunity exists to join the vibrant Customer Experience & Transformation department. As a Customer Insights Officer, you will play a key role in supporting the development and socialising of customer insights across the organisation. While having an innate understanding of what drives customer satisfaction and develop practices to improve performance.  

The main responsibilities will include: 

• Actively increasing opportunities for our customers to provide their feedback and sentiment on their experiences with Council, contributing to our Voice of Customer Program.
• Assisting to develop and embed accountability to a range of organisational wide measurements and indicators, connected to better customer experiences and CX scores. 
• Use your interpersonal skills to support customers dealing with Council in regard to complex complaints, in an impartial manner.
• Provide support and guidance to business partners around best practice complaint management.

About you

As the successful candidate you will have:

• An approachable working style and a curious and adaptive mindset.
• Demonstrated experience in advocating for customers and leading courageous conversations.
• Confidence in working with internal stakeholders to understand their varying requirements and supporting them to develop their knowledge and capability around utilising customer data and insights for improving our service delivery.
• Experience in working directly with interpreting customer feedback and complaint management would be advantageous.

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
• Access to professional and career development opportunities
• Paid Christmas Shut Down Leave
• Free onsite parking (Civic Centre)

This position is a Band 5A currently remunerated at $80,750.44 per annum, plus superannuation.

This is a temporary Full-Time role till 8 November 2025 working 38 hours per week, with the option of flexible work arrangements or Part-Time for the right applicant. 

If this sounds like your next career opportunity, please submit an online application including your resume and addressing the Key Selection Criteria:

If you would like to learn more about this opportunity or have any further questions, please contact Will Costello via email at william.costello@frankston.vic.gov.au

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.

Council has zero tolerance for child abuse. Protecting children and preventing child abuse is embedded in the everyday thinking and practice of all Councillors, employees, contractors and volunteers.

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.

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.