Are you a passionate team leader with a strong focus on customer service, particularly in managing cross-channel tasks or initiatives?
The Department of Customer Services, Open Data and Small and Family Business (CDSB) is excited to welcome a permanent full‐time Senior Advisor (Customer Service) at the Atherton Customer Service Centre.
Atherton is located in the heart of Queensland's Tablelands Region and offers a unique blend of professional opportunity and an exceptional lifestyle, with a mild climate, strong agricultural industries, excellent local services, and a vibrant community.
About The Role
In the role of Senior Advisor, you will play a pivotal part in fostering a positive customer experience by collaborating with your team to deliver a diverse range of products and services to clients across multiple agencies. You will also contribute to the continuous improvement of customer service functions by leading initiatives designed to enhance and optimise the overall customer experience.
Some Of Your Responsibilities Will Include
* Supervise the operations of the Customer Service Centre that delivers services across multiple channels, using appropriate consultative management techniques, including the training and development of staff, to ensure optimum use of resources within a cohesive team environment.
* Be the first point of contact for the escalation of customer concerns and complaints, through a variety of communication channels, in a professional and timely manner.
* Contribute to the development of operational and financial plans for the customer service centre, ensuring compliance with established audit requirements, including the development of operational workforce plans and the purchase of goods and services.
* Conduct performance assessment processes with staff, including providing feedback on work and behavioural performance, and develop learning and development programs with staff. Refer more complex people‐management matters to the Manager (Customer Service Centre) as required.
* Develop and maintain comprehensive knowledge of required services to be able to perform service interactions, including procedures, processes and customer channel options.
IN RETURN WE OFFER A RANGE OF BENEFITS WHICH INCLUDE
* A competitive remuneration package including Employer Superannuation contributions up to 12.75%.
* Five weeks annual leave and annual leave loading of 14%.
* Salary packaging arrangements.
* Learning and development opportunities.
* Access to study assistance.
* Wellness Program.
* Employee Assistance Program.
* Work/life balance, variety and flexibility.
Please refer to the role description and applicant guide for further information.
Applications will remain current for 12 months.
Job Ad Reference: QLD/684898/26
Closing Date: Thursday, 30 April 2026
Occupational group: Customer Service/Call centre
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