Customer Experience Lead — Operations & Escalations

Queensland Government; Brisbane; On-site; AUD 90,000 - 115,000; Full time

Job summary

Queensland Government at Caboolture Customer Service Centre is seeking a Senior Advisor to lead customer service delivery across multiple channels, resolve complex issues, and promote professional and efficient services.

You will provide day-to-day operational leadership, support staff development, ensure governance compliance, manage escalations, and contribute to continuous service improvement.

Qualifications

• Supervising CSC operations
• Staff coaching and development
• Customer complaint handling and escalations
• Understanding and applying governance requirements
• Ability to adapt to a multi-channel service environment

Responsibilities

• Supervise Caboolture CSC operations and coordinate staff training
• Resolve complex customer enquiries and complaints with timely, professional resolutions
• Ensure resources are used effectively to meet customer and business needs
• Contribute to operational and financial planning and compliance with audits
• Provide coaching and performance feedback to staff and escalate people-management matters as needed

Job description

Queensland Government at Caboolture Customer Service Centre is seeking a Senior Advisor to lead customer service delivery across multiple channels, resolve complex issues, and promote professional and efficient services.

You will provide day-to-day operational leadership, support staff development, ensure governance compliance, manage escalations, and contribute to continuous service improvement.