Customer Service Advisor

The McMillan Shakespeare Group (MMS); City of Brisbane; Hybrid; AUD 55,000 - 75,000; Full time

Benefits offered by this job

Hybrid working

Job summary

The McMillan Shakespeare Group (MMS) in Brisbane is seeking a Customer Service Advisor for our call centre. You will be the face of MMS, delivering empathetic service to a broad range of clients across phone and digital channels, answering queries about Salary Packaging and Novated Leasing.

You will handle inquiries at first contact, balancing service, quality and productivity, aiming for first contact resolution and maintaining accurate case notes.

Qualifications

• Experience in a contact centre or customer service environment.
• Demonstrated experience using multiple systems and maintaining documentation.
• A strong customer first mentality.
• Sound judgement and the ability to make decisions.
• The necessary resilience to work in a fast-paced environment.

Responsibilities

• Provide first contact resolution across inbound calls and digital channels.
• Identify standard enquiries from complex or high-risk matters, escalating where required.
• Maintain accurate customer records and case notes to support continuity, compliance and auditability.
• Provide clear and consistent communication, including outcomes, next steps and expected timeframes.
• Handle customer interactions in line with organisational standards, including de-escalating complaints and meeting performance expectations.

Skills

Customer service experience

Multi-system usage

Customer-first mindset

Good judgement

Resilience in fast-paced env.

Job description

The McMillan Shakespeare Group (MMS) – Brisbane QLD

Making a difference isn’t just our purpose, it’s what motivates our people every day. For us, work is not about ticking a box. It’s about knowing that it matters. We make a meaningful difference every day by making it easier for our customers to focus on what matters in their lives.

Making a difference isn’t just our purpose, it’s what motivates our people every day. For us, work is not about ticking a box. It’s about knowing that it matters. We make a meaningful difference every day by making it easier for our customers to focus on what matters in their lives.

Brisbane

• Start date: 26th October 2026 - RemServ Salary Packaging

Here’show you will make a difference in this role…

As a Customer Service Advisor, this Call Centre role is where you are the face of MMS. Our contact centre provides personal and empathetic customer service to a broad range of clients across multiple platforms answering queries regarding Salary Packaging and Novated Leasing. You will deliver high-quality customer service within an inbound contact centre environment through real-time interactions across phone and digital channels.

Within your role you will assist in resolving customer enquiries at first point of contact, balancing service, quality and productivity outcomes.

At MMS clear expectations help our people Be the Difference. Your key responsibilities in this role will include:

• Provide first contact resolution across inbound calls and digital channels
• Identify standard enquiries from complex or high-risk matters, escalating where required.
• Maintain accurate customer records and case notes to support continuity, compliance and auditability.
• Provide clear and consistent communication, including outcomes, next steps and expected timeframes.
• Handle customer interactions in line with organisational standards, including de-escalating complaints and meeting performance expectations.

To be considered for this role you will have:

• Experience in a contact centre or customer service environment
• Demonstrated experience using multiple systems and maintaining documentation.
• A strong customer first mentality
• Sound judgement and the ability to make decisions
• The necessary resilience to work in a fast-paced environment.

What we can offer you

• Strong culture and the support of a values-based recognition program
• Novated leasing benefits and discounts
• 12 weeks paid parental leave
• Comprehensive learning and development opportunities to support your career growth
• Sonder digital wellbeing platform, providing personalised support 24/7, plus annual flu vaccinations
• Default Income Protection Insurance reimbursed for members of the MMS Default Super Fund
• Exempt Employee Share Plan
• Volunteer leave & Career break
• MMS Rewards program
• Embracing our value of Everyone Matters we hold a collective commitment to foster an environment where all differences are valued and respected.
• We encourage individuals from all backgrounds including Aboriginal and Torres Strait Islander peoples, those caring for someone or living with a disability, LGBTQIA+ and culturally diverse applicants to apply.
• We value the skills and attributes veterans can bring to our organisation.
• We embrace hybrid working and welcome conversations about flexibility.

Please note all successful candidates will undergo background checks (including criminal history and ASIC checks) and an NDIS Workers Screening Check if appropriate. All information provided will be treated confidentially.

We acknowledge Aboriginal and Torres Strait Islander people as the Traditional Custodians of the lands where we live, learn and work.

If you identify as a person living with disability and require adjustments to our recruitment process, please contact us at ***************@mmsg.com.au