Group Executive, Customer Services

Luminary; Brisbane; On-site; AUD 350,000 - 520,000; Full time

Job summary

Brisbane City Council is seeking a Group Executive, Customer Services to provide strategic leadership for the Council’s customer-facing services. You will oversee a substantial portfolio, including a large workforce and critical service channels, with accountability for performance and customer experience.

You will operate in a high scrutiny environment, driving transformation, collaboration with senior leaders, and delivery of council priorities across libraries, contact centres, and engagement

Qualifications

• Extensive experience leading large, complex customer-facing operations.
• Ability to balance strategy with delivery and governance.
• Proven track record in leading large teams and budgets.

Responsibilities

• Set strategic direction for Customer Services and align with Council priorities.
• Drive service improvement and technology-enabled transformations.
• Lead a large workforce and manage a multi-million-dollar budget.
• Collaborate with senior stakeholders including CEO, Councillors and government.

Skills

Leadership

Strategic planning

Stakeholder management

Change management

Customer experience

Education

Master's degree in public administration or business

Job description

About the Organisation

Brisbane City Council is Australia’s largest local government by population, managing more than $44 billion in assets and an annual budget of more than $4.1 billion. Council plays a central role in shaping Brisbane’s future and delivering the services, infrastructure and experiences that support a liveable and successful city.

Council provides the opportunity to work at significant scale while making a direct contribution to the Brisbane community. Its culture is centred on public service, collaboration, accountability and delivering value for the community, with a focus on innovation, high performance and customer service.

About the Role

Reporting to the Chief Executive Officer and as a member of Council’s Executive Management Group, the Group Executive, Customer Services is a significant enterprise leadership role responsible for some of Council’s most visible and important community-facing services.

Leading approximately 927 people and a $213 million budget, you will oversee a diverse portfolio spanning compliance and regulatory services, the 24‑hour Contact Centre, business hotline, local service centres, 33 libraries, 12 cemeteries and community engagement.

The role has a strong focus on customer experience, service delivery and continuous improvement. You will set the strategic direction for the group, ensure effective delivery across a complex operating environment and contribute to broader organisational strategy and priorities as a member of the Executive Management Group.

Key priorities will include:

• Set the strategic direction for Customer Services, aligning people, resources and service delivery with Council priorities and the changing needs of Brisbane.
• Drive service improvement and transformation, using technology, systems and simpler processes to improve customer experience, accessibility and performance.
• Lead a large and diverse workforce, building capability, accountability and a culture focused on collaboration, performance and service.
• Navigate a complex stakeholder environment, working with the CEO, Lord Mayor, Councillors, government, industry and community stakeholders to deliver coordinated outcomes.

About You

You will be an experienced executive with a track record of leading large, complex and customer or community-facing operations. You will be able to move between strategy and delivery, balancing customer outcomes with operational performance, financial management, governance and risk.

You will bring experience leading large workforces and significant budgets, improving organisational performance and delivering transformation and continuous improvement. You understand how people, systems, technology and processes can work together to improve service delivery and ensure resources are directed to the areas of greatest priority.

Your leadership style will be collaborative and accountable, with the ability to bring people with you through change and build capability across a diverse workforce. You will be comfortable operating in an environment involving public scrutiny, competing priorities and complex stakeholder interests, with the judgement and communication skills to work effectively with elected representatives, senior executives, government, industry and the community.

This is an opportunity to lead a major portfolio within Australia’s largest local government and influence how Council continues to evolve the services and customer experience it provides to Brisbane.

Applications close: Midnight, Sunday 1 November 2026