is now recruiting for

Head of Customer & External Relations

Overview

The organisation plays a pivotal role in supporting Queensland’s broader building and construction ecosystem, working with industry partners, customers and communities to promote high-quality outcomes across the sector. It delivers programs and initiatives that strengthen industry capability, enhance customer confidence, and contribute to the safe, sustainable growth of construction activity across the state.

As part of a sector that significantly underpins Queensland’s economic and social development, the organisation operates within a dynamic and rapidly evolving environment. To meet the needs of diverse stakeholders across metropolitan and regional areas, it maintains multiple service locations and frontline teams, ensuring accessible and responsive support to industry participants and community members throughout the state.

The organisation is strongly committed to fostering a culture of respect, inclusion, equity and diversity. It prioritises cultural safety, particularly for Aboriginal and Torres Strait Islander peoples, and encourages flexible, inclusive workplace practices that support the wellbeing and contribution of all employees. It remains dedicated to providing a positive, supportive and accessible environment where people are valued and empowered to succeed.

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About the Role

Head of Customer & External Relations

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The purpose of this position is to provide strategic leadership, expert advice and high-impact engagement functions across the organisation. As a member of the Senior Leadership Team, the Head of Customer & External Relations works closely with the Chief Executive and fellow executives to shape and deliver organisational strategy, ensuring alignment across priority initiatives, customer outcomes and external engagement activities.

This role leads the Customer & Relations Division; the organisation’s central interface with key industry groups, customers, partner agencies and media. The division is responsible for developing clear and consistent communication, translating stakeholder insights into practical strategies, and delivering education and engagement initiatives that build understanding, capability and confidence across the sector.

The Head of Customer & External Relations oversees both communication and executive services, as well as customer and stakeholder engagement functions. They set the overarching engagement strategy, embed customer research and voice-of-customer insights, and ensure that feedback, complaints and media responses are managed with transparency and consistency. These insights directly inform improvements to services, policy, programs and organisational practice.

Drawing on extensive experience operating in complex stakeholder environments, the role provides influential, well-considered advice; navigates ambiguity; and applies strong political, strategic and commercial acumen to support decision-making and organisational outcomes.

This is a key leadership position that shapes a customer-centred culture, strengthens alignment across external engagement channels, and positions the organisation to anticipate and respond effectively to emerging trends, risks and stakeholder expectations.

Your Accountabilities

As the Head of Customer & External Relations, you will:

Provide executive leadership to internal governance bodies and colleagues to drive impactful customer and external relations.
Engage and collaborate proactively with a range of internal and external stakeholders, including relevant industry and professional bodies, to identify trends, insights and opportunities for capability uplift across the sector.
Lead the development and implementation of an organisation-wide stakeholder engagement strategy that strengthens relationships and supports effective, risk-based approaches to service delivery and decision-making.
Oversee the coordinated approach to managing service complaints to ensure timely, transparent and customer-centred resolutions.
Lead communication functions to deliver innovative, proactive communication and media services by taking an enterprise-wide view, managing organisational reputation, and ensuring clarity and consistency in messaging.
Provide oversight of high-level executive correspondence, briefings and reporting to ensure accuracy, timeliness and alignment with organisational expectations.
Oversee the customer research agenda and contemporary methodologies, ensuring insights are translated into practical actions across policy, service design, communications and engagement.
Lead the strategy for engagement, events, partnerships and education programs, working with industry bodies and training organisations to ensure alignment with organisational priorities.
Ensure effective management and monitoring of the division’s budget, resources and governance obligations in accordance with organisational priorities and internal policies.
Lead and strategically govern high-performing teams to ensure the effective and accurate provision of services, fostering a culture that empowers people to perform to their full potential.
Identify and manage risk from a functional perspective, internal and external to the organisation as appropriate.
Maintain the highest levels of integrity, ethical standards, objectivity and professionalism, balancing the interests of customers, stakeholders and the organisation.

What Success Looks Like

We are looking for someone with:

Demonstrated experience as a senior leader in the building/construction or aligned industry, specifically leading stakeholder relations, communications, and/or customer engagement
Demonstrated ability to deliver expert advice to Senior Leadership Team members, Boards, Committees and external bodies with a clear record of impacting outcomes
Demonstrated ability to ensure governance processes, including budgets, are developed and followed
Demonstrated high-level negotiation and strategic leadership skills with the ability to deliver outcomes
Highly desirable – substantial knowledge of building and construction industry issues, policies, procedures and legislation
Other Requirements

The position description provides the minimum requirements for the position. The incumbent may be required to undertake other duties as required.
This position may be required to exercise delegated authority in accordance with relevant legislation and the organisation’s approved delegations framework.

All staff must comply with their responsibilities under the applicable legislation. This includes relevant workplace health and safety, ethics and industry policy.

Employment screening
- The role requires satisfactory clearance of a variety of pre-employment checks (which may include criminal history checks, financial history checks, national police checks, and medical assessments). Failure to consent to the required checks will render the applicant unsuitable for the role.

How to Apply

Luminary are committed to inclusive and diverse practices, including recruitment and selection which ensures people from culturally and linguistically diverse backgrounds, people with disability, women, and Aboriginal and Torres Strait Islander people have equal opportunity to apply and participate.

Candidates who represent diverse backgrounds are encouraged to submit an application.

To be considered, please provide the following information in your online application, for the assessment of your suitability:

A short (no more than two pages) statement focusing on how you align with the core accountabilities outlined in the role statement below.
Your current CV highlighting your relevant experience, qualifications, and achievements.

If you need assistance with your application please reach out to us.

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