Imelda Caple

Key Responsibilities:

• Led administrative, financial, procurement and reporting functions for the Planning & Environment Department.
• Provided high-level support to the Manager and department in project coordination, research, regulatory processes, and service delivery.
• Supported community engagement and consultation activities.
• Supervised, mentored, and trained administration staff to build skills and improve service delivery.
• Streamlined processes, documentation, and workflows to ensure efficiency, compliance, and customer focus.
• Assisted in implementing business improvement initiatives for statutory development assessment functions.
• Prepared agendas and reports.
• Built strong internal and external stakeholder relationships to support planning and environmental outcomes.
• Delivered excellent customer service and contributed to positive community outcomes.
• Maintained professional standards, teamwork, and problem-solving across diverse tasks and projects.

Key Achievements:

• Successfully led all administrative, financial, procurement, and reporting functions for the Planning & Environment Department during acting tenure.
• Provided high-level support to the Manager and department, conducting research, and assisting with regulatory processes.
• Worked closely with assessment officers, planners, and external consultants on development applications, ensuring timely processing of applications and approvals.
• Supervised, mentored, and trained administration staff, building team capability and improving service delivery standards.
• Streamlined processes, documentation, and workflows, increasing efficiency, ensuring compliance, and strengthening customer service delivery.
• Assisted in delivering business improvement initiatives for statutory development assessment, improving timeliness and quality of outcomes.
• Built and maintained strong working relationships with internal and external stakeholders to support planning and environmental outcomes.
• Delivered excellent customer service and contributed to positive community experiences and trust in departmental services.
• Demonstrated professionalism, teamwork, and proactive problem-solving across a wide range of tasks and projects.

(Position Title Changed)

Liveability & Sustainability

Key Responsibilities:

• ·Administrative Support – Liveability & Sustainability - Provide admin support including drafting documents, photocopying, managing records (Tech One ECM), data entry, maintaining registers, and assisting with routine reports and research.
• Deliver a high level of customer service by consistently following through on customer requests and accurately documenting all updates and communications across all channels
• Deliver high-level support to the Liveability and Sustainability team by responding to routine enquiries, and managing customer contact and communication in the absence of Officers to ensure continuity of service.
• Deliver excellent customer service by investigating and documenting requests clearly, maintaining accountability and transparency, and coordinating timely responses with supervisors and team members.
• Learn and improve skills with the ERP system while working with the Planning Administration Officer to make sure all planning tasks are done. Also, build good working relationships within the organization to help with development assessments.
• Develop process review and redesign skills by regularly and transparently evaluating departmental processes to ensure they are efficient and customer-focused. Align reviews with PECS's Noble Purpose Enablers, use data and customer feedback, involve cross-functional teams, and foster continuous improvement through practical training and clear ownership.
• All work-related forms, workflows, processes, and procedures must be fully documented and reviewed for updates at least every six months or whenever needed.
• Provide on-the-job training to administrative staff within the department to expand skills, improve peer understanding, and strengthen internal support.
• Support community engagement by participating in training, assisting with plan preparation, facilitating review and approval, and aiding in plan delivery.
• Ensure all important documents are correctly filed in the Council's records system. Also, assist other officers with completing their tasks in the Liveability and Sustainability work program when needed.
• Ensure all applicable registers within the Liveability and Sustainability Department are regularly updated and accurately maintained.
• Provide comprehensive administrative support to senior officers within the work program, including managing schedules, preparing documents and reports, coordinating meetings, handling correspondence, and facilitating communication to ensure smooth and efficient operations.
• Provide support in fulfilling compliance responsibilities for work carried out by the Planning team
• Ensure Development Applications comply with requirements and are properly managed in RAM and ECM systems.
• Manage desktop development approval processes by ensuring compliance with relevant policies, conducting thorough checks, and continuously monitoring progress to maintain standards and prevent risks.
• Desktop development compliance regarding payment of infrastructure contributions.
• Take initiative to identify and solve issues beyond assigned duties, working collaboratively to find effective solutions.

Key Achievements

• Delivered high-level administrative support by streamlining document preparation, records management (TechOne ECM), registers, and reporting, improving efficiency and accuracy.
• Provided excellent customer service by managing enquiries, documenting requests, and ensuring seamless service continuity during Officer absences.
• Supported planning and compliance by processing development applications, managing desktop approvals, and maintaining accurate records in RAM, ECM, and TechOne systems.
• Strengthened team capability and service delivery by mentoring staff, contributing to process improvements, and assisting with community engagement and planning initiatives.
• Responded to inquiries from staff and clients, providing timely information and support.

(Position Title Changed)

Planning & Land Development

Key Responsibilities:

• Delivered high levels of customer service by responding to requests, documenting outcomes, and coordinating follow-up actions with supervisors and staff.
• Liaised with the Records Department to initiate and manage creation of new files.
• Registered and maintained documentation in Infoxpert, ensuring accuracy and correct filing locations, including items submitted by other officers.
• Updated and maintained key registers relevant to Planning Services.
• Provided administrative support to senior officers, including word processing, photocopying, preparing correspondence (memos, letters, emails, faxes), and other office duties to support efficient operations.
• Drafted responses to general correspondence and emails on behalf of the section.
• Prepared and maintained spreadsheets to support reporting and data management.
• Assisted officers with compiling agenda item reports and ensured timely submission to corporate services for Council Agendas.
• Handled telephone calls efficiently and courteously, assisting members of the public with routine enquiries.
• Operated office equipment including photocopiers, computers, printers, and fax machines.
• Performed miscellaneous data entry and other administrative tasks as required.

Key Achievements:

• Delivered high-quality customer service by managing enquiries, documenting requests, and ensuring timely follow-up, improving client satisfaction.
• Streamlined record management by coordinating with the Records Department and accurately registering all documentation in Infoxpert.
• Supported senior officers by preparing professional correspondence, reports, and documentation, contributing to efficient departmental operations.
• Improved reporting processes by developing spreadsheets and assisting with agenda compilation, ensuring timely submission for Council meetings.
• Provided professional front-line support by handling calls and assisting the public with routine enquiries.
• Maintained smooth office operations through efficient data entry and confident use of office systems and equipment.

Planning Services

(Position Title Changed)

Key Responsibilities:

• Delivered high levels of customer service by professionally handling enquiries, documenting customer requests, and coordinating appropriate responses with internal teams and supervisors.
• ·Liaised with the Records Department to create new files and ensure accurate, timely registration of documents in Infoxpert , including documents from other Planning Services officers.
• Maintained and updated a range of Planning Services registers to ensure data accuracy, accessibility, and compliance with record-keeping standards.
• Provided end-to-end administrative support to senior officers, including preparing correspondence, memos, emails, and reports; managing photocopying and filing; and supporting day-to-day operations.
• Drafted professional responses to general letters and emails on behalf of the department, ensuring tone and content aligned with council standards.
• Processed incoming Development Applications via Smart eDA, email, or in person, ensuring all required documentation and payments were received before allocation to assessment officers.
• Liaised with external planning and engineering consultants to obtain quotes, coordinate assessments, and facilitate timely progression of development applications.
• Compiled agenda item reports in collaboration with officers, ensuring timely and compliant submission to Corporate Services for Council agendas.
• Handled all incoming telephone calls and counter enquiries with professionalism and courtesy, assisting the public with accurate information.
• Performed spreadsheet and data entry tasks, supporting compliance monitoring and workflow tracking.
• Operated standard office equipment, including photocopiers, computers, printers, and fax machines.
• Worked collaboratively with planning officers, engineers, consultants, and administrative staff to coordinate development applications, agenda preparation, and customer enquiries, contributing to a cohesive and productive team environment.
• Supported a multidisciplinary team by providing timely administrative assistance, sharing knowledge, and contributing to shared goals across Planning Services.

Key Achievements:

• Streamlined development application intake, improving turnaround times by ensuring applications were complete and compliant prior to assessment.
• Maintained 100% accuracy in document registration using InfoXpert
• Consistently met internal deadlines for Council agenda submissions, supporting uninterrupted governance processes.
• Recognised for exemplary customer service , handling high volumes of public and internal enquiries with professionalism and efficiency.
• Contributed to improved workflow efficiency by enhancing internal tracking processes for application and register management.
• Played a key supporting role in planning scheme documentation by managing information flow between internal staff and external consultants.
• Recognised by supervisors for being a reliable team player, often called upon to support colleagues during peak workloads or to troubleshoot document and register-related issues across the team.
• Contributed to team success during the rollout of new planning procedures by training peers on InfoXpert usage and best practices for file management.

(Full time Position)

Planning & Land Development

Key Responsibilities:

• ·Delivered high levels of customer service by professionally handling enquiries, documenting customer requests, and coordinating appropriate responses with internal teams and supervisors.
• Liaised with the Records Department to create new files and ensure accurate, timely registration of documents in Infoxpert , including documents from other Planning Services officers.
• Maintained and updated a range of Planning Services registers to ensure data accuracy, accessibility, and compliance with record-keeping standards.
• Provided end-to-end administrative support to senior officers, including preparing correspondence, memos, emails, and reports; managing photocopying and filing; and supporting day-to-day operations.
• Drafted professional responses to general letters and emails on behalf of the department, ensuring tone and content aligned with council standards.
• Processed incoming Development Applications via Smart eDA , email, or in person, ensuring all required documentation and payments were received before allocation to assessment officers.
• Liaised with external planning and engineering consultants to obtain quotes, coordinate assessments, and facilitate timely progression of development applications.
• Compiled agenda item reports in collaboration with officers, ensuring timely and compliant submission to Corporate Services for Council agendas.
• Handled all incoming telephone calls and counter enquiries with professionalism and courtesy, assisting the public with accurate information.
• Performed spreadsheet and data entry tasks, supporting compliance monitoring and workflow tracking.
• Operated standard office equipment, including photocopiers, computers, printers, and fax machines.
• Worked collaboratively with planning officers, engineers, consultants, and administrative staff to coordinate development applications, agenda preparation, and customer enquiries, contributing to a cohesive and productive team environment.
• Supported a multidisciplinary team by providing timely administrative assistance, sharing knowledge, and contributing to shared goals across Planning Services.

Key Achievements:

• Streamlined development application intake, improving turnaround times by ensuring applications were complete and compliant prior to assessment.
• Maintained 100% accuracy in document registration using InfoXpert
• Consistently met internal deadlines for Council agenda submissions, supporting uninterrupted governance processes.
• Recognised for exemplary customer service , handling high volumes of public and internal enquiries with professionalism and efficiency.
• Contributed to improved workflow efficiency by enhancing internal tracking processes for application and register management.
• Played a key supporting role in planning scheme documentation by managing information flow between internal staff and external consultants.
• Recognised by supervisors for being a reliable team player, often called upon to support colleagues during peak workloads or to troubleshoot document and register-related issues across the team.
• Contributed to team success during the rollout of new planning procedures by training peers on InfoXpert usage and best practices for file management.

(12 Months Maternity Leave Position)

Key Responsibilities:

• Delivered high-quality customer service by managing all incoming telephone calls, emails, fax messages, and correspondence related to Planning, Building, Plumbing, and Environmental Health enquiries.
• Assisted members of the public with routine enquiries concerning Planning and Building Development matters, Plumbing Applications, and Environmental Applications.
• Efficiently processed incoming Building, Plumbing, Planning, and Environmental Health applications, ensuring accuracy before allocation to assessment officers.
• Prepared, maintained, and updated statistical records, completing monthly statistical returns for submission to the Australian Bureau of Statistics.
• Provided comprehensive administrative support to the Manager of Building, Plumbing, Environmental Health, and Planning Services.
• Managed and maintained incoming correspondence related to Plumbing, Environmental, Planning, and Building Development matters; verified accuracy and distributed accordingly.
• Developed and maintained a comprehensive Building records-keeping system, including the creation and upkeep of hardcopy files in accordance with records management policies.
• Acted as a strong team player by collaborating effectively with colleagues to support smooth workflow and communication across departments.

Key Achievements:

• ·Managed high volumes of enquiries, improving response time and customer satisfaction.
• Reduced application errors through careful accuracy checks before processing.
• Delivered 100% on-time monthly statistical reports to the Australian Bureau of Statistics.
• Developed an organized filing system, improving record retrieval efficiency.
• Streamlined correspondence distribution, enhancing interdepartmental communication.
• Provided vital admin support, helping the manager prioritize key tasks.
• Fostered teamwork that improved workflow and reduced delays.
• Trained new staff, speeding up their onboarding process.
• Implemented tracking for applications, boosting transparency and follow-up speed.
• Created standardized templates, increasing response consistency and efficiency.

Key Responsibilities:

• Customer service and cash handling within banking environments
• Coordinating mailing tasks and processing dog registrations and bin requests
• Data processing and management, including correspondence and word processing
• Sending faxes and managing email communications
• Processing building records searches
• Scanning and registering documents into the Dataworks system
• Strong team player with experience training new staff

Key Achievements:

• Successfully handled daily cash transactions with 100% accuracy, ensuring compliance with banking procedures
• Streamlined the mailing and registration process for dog registrations and bin requests, reducing processing time by 20%
• Improved data processing efficiency by implementing standardized correspondence templates, enhancing communication clarity
• Managed high volume of fax and email communications, maintaining prompt and professional responses to customer inquiries
• Played a key role in processing complex building records searches, contributing to timely project approvals
• Trained and mentored new staff members, resulting in quicker onboarding and improved team productivity
• Digitized and registered of documents into the Dataworks system, enhancing document retrieval speed and accuracy

Key Responsibilities:

• Customer Service: Delivered high-quality support by efficiently addressing customer inquiries and resolving issues in a timely manner.
• Cash Handling & Reconciliation:Accurately managed cash transactions, performed daily reconciliations, and ensured compliance with financial procedures.
• Data Processing & Correspondence:Carried out data entry, word processing, and managed communication via email and fax to support daily operations.
• Switchboard Operations: Handled incoming calls, directed queries to appropriate departments, and ensured effective message routing.
• Document Preparation: Prepared and processed customer requests for Sewage and Drainage Plans with accuracy and attention to detail.
• Administrative Support: Managed various administrative tasks including processing Parking Fines (SPERS), Animal Registrations, and Bin Requests.

Key Achievements:

• Consistently met daily cash handling targets with zero discrepancies.
• Improved switchboard efficiency, reducing call wait times by 15%.
• Enhanced customer satisfaction through timely and accurate correspondence.
• Reduced errors in document preparation by implementing quality checks.
• Processed high volumes of administrative requests with minimal delays.
• Supported team operations by efficiently managing multiple tasks simultaneously.

Responsibilities:

• Customer Service - Provided assistance to both RACQ members and non-members, including support with insurance and roadside services.
• Received Received and sent fax messages; managed incoming and outgoing mail; handled general correspondence and word processing tasks.
• Managed Accounts Receivable and Payable
• Performed Bank and Cash Reconciliation, computer banking, cash handling and reconciliations.
• Processed payroll and financial data using MYOB, QuickBooks, and Quick Payroll
• Maintained accurate financial and administrative records.
• Ordered and purchased office supplies/spare parts and conducted stock takes and monitored inventory levels.
• Reconciled RACQ memberships payments and commissions
• Ordered RACQ specific office supplies and managed stock control
  

• Supervised daily restaurant operations, ensuring efficient service and high standards of customer satisfaction.
• Trained and mentored new waitstaff on menu knowledge and customer service protocols.
• Coordinated with kitchen staff to streamline order processes and enhance meal delivery efficiency.
• Managed inventory levels, placing orders for supplies to maintain optimal stock availability.
• Upheld high standards of professionalism when dealing with customer issues, supporting serving staff, and waiting on tables.
• Managed waitstaff scheduling, ensuring proper coverage during peak hours for optimal service efficiency.

Responsibilities:

• Manage customer service and reception duties, providing a professional first point of contact
• Oversee accounts receivable and payable processes, ensuring accurate and timely transactions
• Execute payroll management as Pay Master, maintaining compliance with statutory requirements
• Perform data processing using MYOB and QuickBooks for financial record-keeping
• Conduct bank and cash reconciliations to maintain accurate financial statements
• Draft correspondence and handle word processing tasks to support office communication
• Compile and maintain company records and forms for audit and reporting purposes
• Manage banking, mailing, and cash handling procedures securely and efficiently
• Coordinate ordering, purchasing, and stock-taking to maintain inventory levels
• Handle fax transmissions and reception as part of daily office operations
• Conduct thorough stocktakes of parts to ensure accurate inventory control
• Liaise with the company accountant for Annual Tax Assessment and BAS statement preparations

Responsibilities:

• Provided exceptional customer service, ensuring timely and accurate order fulfillment.
• Managed multiple tables efficiently during peak service hours, maintaining high standards of hospitality.
• Collaborated with kitchen staff to streamline communication and improve food delivery processes.
• Remained calm and poised when dealing with difficult customers or during busy shifts.
• Exhibited strong multitasking abilities, balancing multiple tables and orders while delivering prompt service.

Responsibilities:

• Provided customer service by assisting shoppers with questions and requests.
• Performed meat packing and product labelling in compliance with safety standards.
• Received and processed incoming orders accurately and efficiently.
• Stocked shelves and maintained product displays to ensure availability and freshness.
• Trained new staff on store policies, customer service standards, and operational procedures.

Responsibilities:

• Provided customer service by assisting shoppers and handling inquiries.
• Supported bakery operations, including preparation, packaging, and display of baked goods.
• Performed meat packing duties, ensuring quality, safety, and proper storage.
• Handled cash transactions, processed payments, and managed customer orders.
• Balanced tills and accounts daily, ensuring accuracy and accountability.
• Assisted with inventory control and ordering of supplies.

Responsibilities:

• Provide tailored insurance solutions to construction workers, contractors, and related trades.
• Oversee client relations, policy servicing, and compliance with insurance regulations.

Responsibilities:

• Attend to reception and front-desk responsibilities.
• Prepare minutes of meetings, reports, memoranda, and business correspondence.
• Perform manual computation of wages and payroll.
• Handle ordering and purchasing of office supplies and other requirements.
• Maintain accurate records and filing systems.
• Schedule and coordinate appointments and meetings.
• Perform general office tasks, including filing, mailing, answering phone calls, and faxing.