Senior Business Support Officer

Careers at Council; Canterbury-Bankstown; On-site; AUD 72,000 - 88,000; Full time

Benefits offered by this job

Accrued Time Off

Health and Wellbeing Programs

Job summary

City of Canterbury Bankstown is seeking a Senior Business Support Officer to provide specialised administrative and operational support to the Planning Directorate. You will guide teams, develop knowledge resources and contribute to training while driving continuous improvement across processes and technology.

The role offers permanent full-time employment, with a strong focus on customer service, data management and collaboration with multiple business units.

Qualifications

• Relevant qualifications or demonstrated experience in office administration and customer service roles.
• Minimum of two years’ experience in a senior administrative and/or customer support role.
• Proven experience working in a customer service environment, with a demonstrated commitment to delivering high-quality, customer-focused services.
• Highly developed written and verbal communication skills, with the ability to communicate effectively and professionally with a wide range of stakeholders.
• Demonstrated ability to think creatively, identify opportunities for improvement and develop innovative and practical solutions to operational or service challenges.
• Strong organisational and time-management skills, with the ability to manage competing priorities and meet deadlines in a dynamic environment.
• Demonstrated ability to work collaboratively and build positive and respectful relationships across teams and business units.
• Strong customer service skills, with the ability to understand customer needs, respond effectively to enquiries and identify opportunities to improve service delivery.
• Demonstrated ability to quickly learn departmental functions, systems and processes and apply new information to support ongoing professional development.
• A proactive and flexible approach, with the ability to adapt to changing priorities and contribute effectively within a multi-skilled team environment.
• Experience developing training materials, facilitating training or supporting the onboarding and development of team members will be highly regarded.

Responsibilities

• Provide specialised administrative and operational support to the Planning Directorate, including document and data management.
• Process customer requests and enquiries promptly and professionally, ensuring team KPIs and departmental service level agreements are met.
• Prepare, review and format documents, Council presentation plans, newsletters, correspondence and other materials
• Develop internal and external knowledge articles to improve self-service options and build capability and knowledge across the team, department and customer-facing areas.
• Act as a subject matter expert, providing day-to-day guidance and support to team members on specialised and technical tasks and activities.
• Conduct regular quality assurance reviews in accordance with the Quality Framework and provide constructive feedback to support consistent and high-quality service delivery.
• Participate in process and continuous improvement initiatives and projects, including user acceptance testing and the implementation of technology and process enhancements.
• Analyse and evaluate service improvement requests and ideas, including submissions through the ideas and continuous improvement register.
• Facilitate and deliver training and support the onboarding of new team members, sharing knowledge and building capability across the team.
• Optimise available technology and systems to drive efficiencies, improve accuracy and enhance service delivery.

Skills

Office administration

Customer service

Communication

Organisational skills

Microsoft 365

Adobe products

Tools

Pathway

SAP

iShare

InfoCouncil

Job description

The City of Canterbury Bankstown is one of the largest Councils in NSW with the most culturally, socially and economically diverse communities in Sydney. We deliver 28 key services such as childcare, waste collection, parks maintenance, libraries, community facilities and aquatic centres to over 380,000 residents.

The Role

A rewarding opportunity has presented itself for a dedicated and experienced Senior Business Support Officer to join our Planning Directorate.
In this role, you will provide specialised administrative, operational and coordination support across the Planning Directorate, working collaboratively with business units to ensure seamless daily operations and consistently high-quality service delivery to internal and external customers.

As a subject matter expert, you will provide guidance and support to the broader team, contribute to training and onboarding activities, and undertake quality assurance reviews to help maintain high standards of service delivery. You will also play an important role in continuous improvement initiatives, identifying opportunities to improve processes, systems and customer services, and supporting the effective use of technology.
You will have the opportunity to contribute to internal and external communications, develop knowledge articles to improve self-service options, participate in user acceptance testing and represent Business Services in process improvement initiatives. The role may also provide opportunities to act in the Business Services Team Leader position during periods of leave or when delegated.
*This opportunity will be offered on a permanent full-time basis.

Duties will include but not be limited to:

• Provide specialised administrative and operational support to the Planning Directorate, including document and data management.
• Process customer requests and enquiries promptly and professionally, ensuring team KPIs and departmental service level agreements are met.
• Prepare, review and format documents, Council presentation plans, newsletters, correspondence and other materials
• Develop internal and external knowledge articles to improve self-service options and build capability and knowledge across the team, department and customer-facing areas.
• Act as a subject matter expert, providing day-to-day guidance and support to team members on specialised and technical tasks and activities.
• Conduct regular quality assurance reviews in accordance with the Quality Framework and provide constructive feedback to support consistent and high-quality service delivery.
• Participate in process and continuous improvement initiatives and projects, including user acceptance testing and the implementation of technology and process enhancements.
• Analyse and evaluate service improvement requests and ideas, including submissions through the ideas and continuous improvement register.
• Facilitate and deliver training and support the onboarding of new team members, sharing knowledge and building capability across the team.
• Optimise available technology and systems to drive efficiencies, improve accuracy and enhance service delivery.

*For a full list of duties, click here to review the position description.

You will have:

• Relevant qualifications or demonstrated experience in office administration and customer service roles.
• Minimum of two years’ experience in a senior administrative and/or customer support role.
• Proven experience working in a customer service environment, with a demonstrated commitment to delivering high-quality, customer-focused services.
• Highly developed written and verbal communication skills, with the ability to communicate effectively and professionally with a wide range of stakeholders.
• Demonstrated ability to think creatively, identify opportunities for improvement and develop innovative and practical solutions to operational or service challenges.
• Strong organisational and time-management skills, with the ability to manage competing priorities and meet deadlines in a dynamic environment.
• Demonstrated ability to work collaboratively and build positive and respectful relationships across teams and business units.
• Strong customer service skills, with the ability to understand customer needs, respond effectively to enquiries and identify opportunities to improve service delivery.
• Demonstrated ability to quickly learn departmental functions, systems and processes and apply new information to support ongoing professional development.
• Strong digital literacy, including proficiency with Microsoft 365 applications such as Word, Excel, PowerPoint and Outlook, as well as Adobe products.
• Sound working knowledge of systems such as Pathway, SAP, iShare and InfoCouncil, with the ability to quickly learn and effectively use additional systems.
• Demonstrated understanding of records and information management requirements, with the ability to maintain confidentiality when handling sensitive information.
• A proactive and flexible approach, with the ability to adapt to changing priorities and contribute effectively within a multi-skilled team environment.
• Experience developing training materials, facilitating training or supporting the onboarding and development of team members will be highly regarded.

The salary range for this opportunity starts at $80,351 + 12% super.

*Salary may be negotiable dependent on skills and experience.

What’s in it for you?

• Permanent full-time opportunity
• Embrace a better work-life balance with our Accrued Time Off program, designed to prioritise your well-being and help you manage the balance between your personal and professional life.
• Be part of a team that contributes to the effective delivery of Planning services across the City.
• Contribute to improving systems, processes and customer experiences that benefit our community.
• An investment in your professional growth, fostering continuous learning and development opportunities.
• Access to our employee Health and Wellbeing Programs.

For more information, please contact Biljana Ognenovski (Team Leader Business Services) at ***************@cbcity.nsw.gov.au or Lorraine Ormsby (Team Leader Business Services) at ***************@cbcity.nsw.gov.au

Applications close at 11:59 pm on Sunday 1 November 2026

CBCity is an equal opportunity employer committed to providing a working environment that embraces and values diversity and inclusion. We want our workplace to reflect the diverse community we serve. We encourage applications from all backgrounds, experiences and abilities; this includes people with disability, Aboriginal and Torres Strait Islanders, the LGBTQIA+ community and people from culturally diverse backgrounds.

If you require support with your application and throughout the recruitment process, please contact the Talent Management Team at ***********@cbcity.nsw.gov.au

Successful applicants may be required to undertake a Criminal History Check, Medical and/or Working with Children Check in accordance with the position.

Applicants must hold an Australian citizenship, permanent residency, or possess a valid work permit/visa with full unrestricted working rights to be eligible.