Who we are.
Our vision is for football in Queensland to be united. For football to be the game of choice, for all, for life. Football Queensland, as the governing body for football in Queensland, exits to develop and grow the game at all levels by leading and supporting our clubs, volunteers, coaches, referees and stakeholders to provide exciting and enjoyable experiences for all Queenslanders - anytime, anywhere. Football Queensland also deliver player development pathways and manage the premier football competitions across the state.
So, whoever you are, whatever your age, wherever you are from, whatever your story, football has the power to inspire and unite.
Primary Purpose of Role
The Customer Service Officer will be responsible for delivering excellent customer services to players, participants, clubs and stakeholders. Part of the newly formed Corporate Services team, the function is designed to ensure that any engagement with participants and stakeholders of the game is handled in a consistent way, no matter the geography or discipline.
The Customer Service Officer, will provide timely, accurate and efficient information and assistance to the customers of Football Queensland, ensuring high levels of customer service delivery and the provision for a quality customer experience which is simple, convenient and accurate as possible.
The role requires initiative, independent performance of tasks, friendly effective and responsive communication skills and most importantly attention to detail and accuracy.
Key Areas of Responsibility (Over what areas does this role have responsibility and accountability?)
* To be the first point of contact for all customer enquiries and support tickets.
* Create a positive relationship in all customer interactions, maintaining a professional and friendly manner and ensuring customer satisfaction as a priority.
* Use a thorough knowledge of system/process information and operating practices to resolve and record customer complaints and escalate any unresolved issues.
* To identify and report any gaps, issues, or opportunities for improvement in FQ's customer service processes and systems.
* To collect and analyse customer feedback and data, and to provide recommendations for service improvement.
* Successfully complete activities as required to support the provision of registration services delivery (such as ITC, refunds and general registration queries) whilst complying with privacy requirements and legislative obligations ensure confidentiality, privacy and integrity of information is not compromised.
* Assist the Customer Experience – Football team in delivery of football services with tasks as required and when time permits.
Knowledge, skills and behavior required (What competencies does the position require?)
The position will require a range of personal skills including, but not limited to:
* Strong interpersonal and communication skills with a proven ability to work with a complex and diverse group of stakeholders
* Customer service focus
* Self-motivated with proven ability to effectively prioritise work and manage a number of tasks simultaneously, while maximising the use of internal and external resources to achieve results
* Ability to work with limited direction to initiate procedures, set priorities and manage tasks
* Attention to detail and accuracy
* Strong computer skills including the ability to use MS 365, Teams, Word, PPT, Outlook, Excel and Customer Relationship Management platforms
* The ability to work toward team operational goals, working independently or as part of a team in a collaborative environment
* Proven ability to develop, critically review and a commitment to continuous improvement
* Be a team player
* Must have a blue card (working with children) before commencing
Other
* This position will require occasional weekend and out of business hours work.
How to Apply:
Click 'Quick Apply'
Applications close at 11.59pm on Friday, 4th July 2025.