Customer Service Advisor

Department of Customer Services, Open Data and Small and Family Business; Cloncurry Shire; On-site; AUD 77,000 - 86,000; Full time

Benefits offered by this job

Employer superannuation 12.75%

Five weeks annual leave

RRAIS remote Queensland

Salary packaging

Learning & development

Study assistance

Wellness program

Employee assistance program

Work-life balance

Job summary

Department of Customer Services, Open Data and Small and Family Business in North West Queensland is seeking a Customer Service Advisor in Cloncurry. You will help customers access government products and services across multiple channels, delivering a positive experience to the community.

Join a supportive team, enjoy the Outback lifestyle, and benefit from a competitive remuneration package, five weeks annual leave, salary packaging, and development opportunities.

Responsibilities

• Develop and maintain knowledge of procedures, processes and required services to perform service interactions across phone, online and face to face channels.
• Deliver government services including licensing, registration and other products through multiple channels to enable customers to complete requests efficiently.
• Assess customer needs and provide information and direction to appropriate service channel; refer to other specialists when needed.
• Promote and support self-service and referrals to improve efficiency.
• Navigate multiple systems and databases to support operations, including handling transactions and banking reconciliations.

Job description

Are you passionate about customer service and enjoy working as part of a supportive team?

An exciting opportunity is available for a Customer Service Advisor to join the North West team in Cloncurry. At CDSB, you will be part of an organisation committed to improving services for Queenslanders, supporting small and family businesses, and delivering accessible, customer-focused government services.

In this rewarding role, you will help customers access a range of government products and services while contributing to a positive customer experience and supporting your local community.

Beyond the role, Cloncurry offers an exceptional Outback lifestyle. Known as the 'Friendly Heart of the Great North West', the region boasts a rich mining & agricultural heritage, a welcoming community & endless opportunities for adventure. Enjoy fishing, camping, rodeos, historical attractions.

Job details

Position status: Permanent

Position type: Full-time

Occupational group: Customer Service/Call centre

Classification: AO3

Workplace Location: North West Qld

Job ad reference: QLD/703389/26

Closing date: 27-Oct-2026

Yearly salary: $77362 - $85841

Fortnightly salary: $2965.30 - $3290.30

Contact person: Kathryn Hall

Contact details: Ph: [phone] National Relay Service

As a Customer Service Advisor, you will be at the heart of delivering exceptional service to customers, helping them access a wide range of government products and services through multiple service channels. Working as part of a supportive and collaborative team, you will create positive customer experiences, provide accurate advice and solutions, and contribute to meaningful outcomes for Queenslanders.

This role offers variety, challenge and the opportunity to make a real difference while supporting innovative initiatives that enhance service delivery and improve the customer experience. If you are a proactive problem-solver who enjoys working with people and thrives in a customer-focused environment, this could be the perfect opportunity for you.

YOUR RESPONSIBILITIES

• Develop and maintain comprehensive knowledge of procedures, processes and required services to be able to perform service interactions across various customer channels (including phone, online and face to face).
• Deliver government services including licensing, registration and other products, through a variety of communication channels to enable customers to complete their requests in an efficient and effective manner. For example, but not limited to, licencing, deceased estates, vessel registration and a range of other customer services.
• Assess customer needs and provide appropriate information and direction to appropriate service channel, including referring customers to other service specialist and locations, where appropriate.
• Promote, encourage and support customers' usage of self-service and referral to other services, to support customers efficiently.
• Effectively navigate multiple systems and databases to conduct operational and administrative tasks to support efficient service delivery. For example (but not limited to), collect and remit monies associated with transactions, reconcile banking and daily remittances for staff.
• Exercise discretion to suggest improvements to customer service delivery processes and tools and support corporate change initiatives.
• Contribute to ensuring the integrity and accuracy of information through reviewing and authorising transactions to confirm that quality assurance requirements have been met, and transactions have been processed accurately and in accordance with TMR policies and procedures.
• Work collaboratively as an effective team member to achieve key team and individual performance targets, supporting and participating in team activities and assisting to meet team objectives. If required, you may be requested to provide training and mentoring to customer service officers and trainees in customer services, systems and products.

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%
• RRAIS — A range of incentives and benefits whilst working in remote Queensland
• Salary packaging arrangements
• Learning and development opportunities
• Access to study assistance programs
• Wellness Program
• Employee Assistance Program
• Work/life balance, variety and flexibility

Job Ad Reference: QLD/703389/26 Closing Date: Tuesday, 27 October 2026

Further information

We are committed to building inclusive cultures in the Queensland public sector that respect and promote human rights and diversity.