OUTCOME SUPERVISOR

Personnel Area: Infrastructure Services

Branch: Public Space Operations

Salary Range: AUD (Band 5) $98,778.00 - $111,969.00 plus 14% Superannuation (Remuneration stated is for full time positions)

Work type: Permanent fulltime

Location: Regional Operations Centre, 20 Tradecoast Dr, Eagle Farm QLD 4009

Are you ready to lead customer and stakeholder outcomes across a diverse contract services portfolio?

We are looking for a values driven supervisor who can support timely, accurate and customer focused responses to contract related enquiries, requests and complaints, while fostering a culture aligned with Council’s Leadership Blueprint.

Public Space Operations, through its Contracts Management function, delivers a wide range of contract-based services across the city, supporting clean, safe and well-maintained public spaces.

The Role

As the Outcome Supervisor, you will lead the Customer and Stakeholder function for contract services within Public Space Operations.

You will lead a team responsible for customer and stakeholder coordination, notices, enquiries, complaints, Councillor and Ward Office requests, event support, insurance and claims administration, and contractor work request coordination.

You will ensure that customer and stakeholder needs are understood, actions are recorded and progressed, and outcomes are communicated clearly through approved channels. This role supports effective outcomes across the team’s Plan, Do, Check, Act operating model by working closely with Contracts Management Planning and Analytics, Delivery and Performance, and Governance teams 

In this role you will:

• Lead day to day coordination of customer and stakeholder enquiries, requests, complaints and notices linked to contract services.
• Maintain close links with internal and external stakeholders so needs are understood, actions are clear and outcomes are confirmed.
• Coordinate factual operational updates for Councillors, Ward Offices and other key stakeholders through approved Council channels.
• Work with Contracts Management Delivery and Performance to support contractor related actions, urgent service matters and complaint resolution.
• Work with Contracts Management Governance to support pre-event checks, complaint related checks and action close out.
• Work with Contracts Management Planning and Analytics to ensure demand information, trends and recurring issues are captured consistently for reporting and planning.
• Support event readiness, insurance and claims related activity by ensuring information, evidence and actions are tracked and progressed.
• Lead, coach and develop Outcome Officers and Contracts Support Officers, setting standards for record keeping, written communication, workflow management and customer service.
• Identify recurring issues and contribute to continuous improvement in templates, response guidance, triage processes and stakeholder communication.

To be successful, you will bring:

• Demonstrated leadership capability aligned to Council’s Leadership Blueprint, including setting expectations, supporting team capability and modelling customer focused behaviours.
• Demonstrated experience coordinating customer requests, service enquiries or complaints in a complex operational environment.
• Excellent written and verbal communication skills, including the ability to prepare clear factual updates, briefings and responses for internal and external stakeholders.
• Strong stakeholder engagement skills, including the ability to manage expectations, progress actions and escalate sensitive matters appropriately.
• Demonstrated ability to work effectively with contractors and internal operational teams to progress actions to completion and confirm outcomes.
• Demonstrated capability in record keeping, evidence management and use of request, case management or workflow systems.
• Demonstrated ability to prioritise competing tasks, monitor workloads and support timely close out of actions.
• Data literacy skills, including the ability to identify trends, repeat locations or recurring themes and use this information to support reporting and service improvement.

While not mandatory, experience working with Councillors and Ward Offices, event readiness, insurance or claims administration, or customer response processes in a public sector environment will be highly regarded.

Benefits of working for Council include:  

• flexible working hours, and flexible arrangements  
• free gym and wellness centre  
• award winning superannuation fund  
• generous leave provisions  
• competitive salary.   

Benefits of working for Council: CLICK HERE 

How to apply: Click on the 'I’m interested' button to complete your online application. Please upload your tailored resume and covering letter (of no more than one page) demonstrating your suitability to the position. 

For more information: Please call Mina Manning on 07 3178 0***.  

People from diverse backgrounds, including those living with a disability and/or Aboriginal and Torres Strait Islander peoples, who may have questions about the recruitment process or working at Council, are encouraged to reach out to the contact above, who can connect you with a member of Council’s Diversity and Inclusion team. 

Application Closing Date: Sunday 13 September 2026 at 11:55pm AEST. 

Brisbane City Council is a multi-award winning accessible and inclusive workplace where our people represent the diverse communities we serve, are supported, and can feel safe. Council has been awarded Employer of the Year at the National Disability Awards and has been recognised multiple times with ‘Gold Employer’ status from the Australian Workplace Equality Index for LGBTI inclusion.