About the Opportunity
Find purpose you feel, impact you see and a legacy you bring to life.
The National Fire Ant Eradication Program is Australia’s largest ever eradication program. Eradicating fire ants is a national priority, and this is your prospect to join us and make a real difference. You will work with a team of passionate individuals to have visible impact in your community and directly contribute to making Queensland a better place to live.
As our Customer Support and Assurance Officer, you will work as a leader in our Customer Experience and Engagement team, ensuring the highest level of customer service is being delivered with every interaction.
Role Responsibilities
- Perform a wide range of administrative tasks, including preparing reports, maintaining accurate internal records, drafting correspondence, and coordinating with internal stakeholders to support operational outcomes.
- Monitor and report on key performance metrics and quality indicators, analysing data to identify service trends, performance gaps, and areas for improvement.
- Contribute to the development, review, and refinement of contact centre processes, procedures, and knowledge resources to support operational consistency and improved outcomes for customers and staff.
- Ensure all administrative and customer service activities comply with departmental procedures, privacy legislation, and customer service standards.
- Support contact centre staff by providing real-time advice across all channels and reviewing interactions to ensure quality and service standards are met.
- Mentor and develop staff through coaching, feedback, and ongoing support to build capability, address knowledge gaps, and foster professional growth.
- Assist in the onboarding, training, and induction of new and existing staff, ensuring consistent understanding of systems, processes, and expectations.
- Promote a culture of continuous improvement by identifying and implementing enhancements to team practices, service workflows, and customer engagement strategies.
Qualifications
- Demonstrated experience in a quality assurance, customer service, or contact centre environment.
- Proven ability to support, manage, and supervise quality processes in a dynamic operational setting.
- Strong interpersonal, communication, and problem‑solving skills.
- Experience using contact centre technology, quality monitoring systems, and reporting tools will be highly regarded.
The work we do is widespread and varied, but our people are united by an innate sense of purpose, and a passion to serve their fellow Queenslanders. Our people are talented, down‑to‑earth and resilient, and the work they do every day fills them with gratification and pride. This is what keeps them coming back.
Benefits
- Have visible impact in your community, and directly contribute to making Queensland a better place to live.
- Flexible working options that encourage a healthy work‑life balance.
- Salary sacrificing options and competitive superannuation.
- A variety of fantastic leave benefits, supported across the broader Queensland public sector.
- Access to confidential and free counselling for you and your immediate family members through our Employee Assistance Program.
- We are committed to preventing violence against women and are proud to be a White Ribbon accredited workplace.
Join us and help preserve and protect Queensland's biosecurity.
Visit to learn more about us and what we do.
Applicatiosn to remain current for 12 months
Occupational group: Administration
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