Senior Planning Admin & Process Improvement Officer

City of Canterbury-Bankstown; Sydney, Punchbowl, Canterbury-Bankstown; On-site; AUD 72,000 - 88,000; Full time

Benefits offered by this job

Permanent full-time opportunity

Accrued Time Off program

Health and Wellbeing Programs

Professional development opportunities

Employee recognition

Job summary

CBCity is seeking a Senior Business Support Officer to provide specialised administrative and operating support to the Planning Directorate. You will collaborate across units, guide team members, and contribute to process improvement while ensuring high-quality service delivery.

Key duties include training, QA checks, and enhancing self-service options through knowledge articles. Strong communication, digital literacy, and proficiency with Pathway, SAP, iShare and InfoCouncil are essential.

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 in a customer service environment with a focus on high-quality service delivery.
• Strong written and verbal communication skills with diverse stakeholders.

Responsibilities

• Provide specialised administrative and operational support to the Planning Directorate, including document and data management.
• Process customer requests and enquiries promptly and professionally, meeting KPIs and SLAs.
• Prepare, review and format documents, plans, newsletters and correspondence.
• Develop internal knowledge articles to improve self-service options and build capability.
• Act as subject matter expert, guiding team on technical tasks and activities.
• Conduct regular quality assurance reviews to maintain high service standards.
• Participate in process improvement projects and user acceptance testing.
• Analyse service improvement requests and contribute ideas to the improvement register.
• Facilitate and deliver training, supporting onboarding of new staff.
• Optimise technology and systems to drive efficiencies and accuracy.

Skills

Customer service

Communication

Time management

Team collaboration

Digital literacy

Education

Relevant qualifications in office administration and customer service

Tools

Pathway

SAP

iShare

InfoCouncil

Microsoft 365

Adobe

Job description

CBCity is seeking a Senior Business Support Officer to provide specialised administrative and operating support to the Planning Directorate. You will collaborate across units, guide team members, and contribute to process improvement while ensuring high-quality service delivery.

Key duties include training, QA checks, and enhancing self-service options through knowledge articles. Strong communication, digital literacy, and proficiency with Pathway, SAP, iShare and InfoCouncil are essential.