* Classification: Executive Level 1
* Location: Adelaide – SA, Brisbane – QLD, Canberra – ACT, Melbourne – VIC, Sydney - NSW
* Salary: $117,157 - $131,786
The Role
Austrade's Service Excellence team is responsible for developing and driving a program of client service excellence, a culture of best practice across our global network of 51 locations across Australia and the world, developing and maintaining guidance content, and identifying and implementing practical solutions that improve the effectiveness and impact of our trade service delivery and ultimately creates a valued and successful experience for our clients and stakeholders.
As the Senior Adviser, Service Excellence, engaging across our global network you will play a critical role in driving and owning service excellence programs and initiatives providing advice, training and best practice support to our internal teams and Austrade clients, informed by data and reporting on the impact of the program and service delivery.
Duties Include
Reporting to the Manager, Service Excellence, you will:
* Manage initiatives that drive enhanced service quality and efficient work practices, sharing and promoting best practice, uplifting capability across the trade network
* Engage across Austrade's onshore and offshore networks working collaboratively to build knowledge, solve problems and enable a better client experience.
* Develop and improve knowledge, trade guidance and supporting materials
* Deliver training programs that are engaging staff in Australia and overseas and deliver the required continuous service delivery excellence and capability uplift
* Undertaking analysis of data both quantitative and qualitative to report on service quality, performance and areas for improvement
* Identify key pieces of information and be able to analyse, derive insights and present visually and verbally
* Respond to enquiries and provide general export advice to Australian businesses contacting Austrade through phone and online channels
* Undertake Secretariat activities for the Trade and Investment Performance Committee and the National Trade Forum.
Given our commitment to diversity and inclusion, Austrade actively encourages applications from people with disabilities, LGBTQIA+ people, women, and people with diverse linguistic and cultural backgrounds for all of our roles.
Closing Date
Applications close at
11.30pm, 5 November 2025 AEDT
Applications will only be considered when submitted through Austrade's online recruitment system.
Eligibility
Australian citizenship
– our successful candidate must be an Australian citizen.
Security clearance
– our successful candidate is required to hold, or have the ability to obtain, and maintain a Baseline security clearance.
Pre-employment checks
- your suitability for employment will be assessed through a pre-employment screening process.
For more detailed information please view the Information Pack.