IBA Level 4 ($92,817 - $98,420)
Location: Brisbane or Canberra
Community & Customer Experience works alongside Products & Markets program areas to inform, drive and support operational excellence, continuous improvement and the customer experience.
We work with programs and key stakeholders to expand the delivery of IBA's products and services to create long term impact for our customers and communities.
About the Role:
The Customer Experience Officer will assist in the design and delivery of various initiatives across the Products and Markets program areas to inform, drive and support operational excellence, continuous improvement and the customer experience. This role will provide operational and project management support to the Community and Customer Experience team including managing customer and stakeholder engagements, reporting and ensuring that all initiatives are managed through effective communication and in accordance with policy and procedure. This role will work closely with the program areas and key stakeholders to expand the delivery of IBA's products and services to create long term impact for our customers and communities.
Duties:
Include, but are not limited to:
- Participate in delivery of initiatives and projects to innovate and develop new ways of creating positive outcomes for our customers.
- Support the delivery of strategic and operational changes that impact the customer experience, including consulting with internal stakeholders, and supporting change management.
- Develop and manage internal and external strategic relationships including with IBA customers and First Nations organisations and consultants.
- Provide project and administrative support to enable effective and efficient delivery and measurement of program outcomes.
- Support the management of IBA customer complaints and resolutions.
- Accurately capture, file, manage, and report information.
- Assist with the coordination and delivery of Community & Customer Experience projects as required.
- Other duties required.
Required capabilities:
These are essential unless otherwise indicated.
Knowledge and experience
- Demonstrated capability to coordinate projects and contribute team performance to deliver objectives and competing demands.
- Demonstrated analytical, problem solving and strategic thinking abilities.
- Well-developed customer focus displaying a commitment to quality customer service and the customer being at the centre of everything you do.
- Experience in building networks and maintaining productive relationships with internal and external stakeholders, including the ability to communicate effectively.
Skills and attributes
- Ability to accurately capture and report information, meet deadlines and outcomes while working in a pressured environment.
- Well-developed oral and written communication skills.
- Well-developed experience engaging with customers, managing difficult conversations, good negotiation skills, and capability to manage customer expectations.
- Experience in working independently and in a team-oriented, collaborative environment.
- Well-developed writing skills, and the ability to communicate complex concepts in a clear and concise manner, including preparing papers.
Aboriginal and Torres Strait Islander Cultural Capability
- Awareness and understanding of Aboriginal and/or Torres Strait Islander societies and culture.
- Ability to liaise and communicate sensitively and effectively with Aboriginal and Torres Strait Islander staff.
Prerequisite requirements
- Current driver’s license.
- Ability to undertake regional and remote travel as required, including overnight absences.
Reference documentation: www.iba.gov.au
- About Us - Our Values
- About Us - Working at IBA
- About Us - News and Publications - Annual Reports
Further enquiries: Adele Wedlock, email: Adele.Wedlock@iba.gov.au
Applications: Online via Jobs - Indigenous Business Australia (iba.gov.au) or mail to: IBA Recruitment, PO Box 650, Fyshwick ACT 2609
Closing date: 22 July 2025
Please note: Emailed applications will not be accepted, nor will applications from recruitment agencies
