Senior Planning Support & Process Improvement 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

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.