Customer Service Advisor (Cross-Channel) Mount Isa

Queensland Government; Mount Isa City; On-site; AUD 65,000 - 75,000; Full time

Benefits offered by this job

Employer superannuation up to 12.75%

Five weeks annual leave

Salary packaging

Learning and development opportunities

Employee Assistance Program

Work/life balance

Job summary

Queensland Government is seeking a Customer Service Advisor (Cross Channel) to deliver government services across phone, online and face-to-face channels. You will develop knowledge of procedures, assess customer needs and direct them to the appropriate service channel.

The role involves handling licensing and registrations and engaging with multiple systems to support efficient service delivery. You will work with a positive, diverse team and may provide training to junior advisors.

Qualifications

• Goverment service knowledge and procedures.
• Ability to navigate multiple systems and databases.
• Assess customer needs and direct to appropriate channel or location.

Responsibilities

• Develop and maintain knowledge of procedures and services across channels (phone, online, face to face).
• Deliver government services including licensing, registration and products through multiple channels.
• Assist with licensing, deceased estates, vessel registration and other services.
• Assess customer needs and provide information/direction to appropriate service channel.
• Navigate systems to support transactions including banking remittance and reconciliations.
• Collaborate with team to meet performance targets and participate in team activities.
• Provide training/mentoring to Customer Service Advisors if required.

Skills

Cross-channel communication

Customer service

Problem solving

Training & mentoring

Job description

About Your Opportunity

As a key member of the team, you will be required to supervisor workplace health and safety practices and demonstrate your ability to analyse complex issues and resolve problems.

As the Customer Service Advisor (Cross Channel), you will:

• 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.
• 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.
• 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 Advisors and trainees in customer services, systems and products.

In Return We Offer a Range of Benefits Which Include

We celebrate diversity in creating a workplace culture that is built on respect, dignity and fairness.

• 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
• Employee Assistance Program
• Work/life balance, variety and flexibility
• Applications will remain current for 12 months.

Please refer to the role description for further information

Job Ad Reference: QLD/699841/26

Closing Date: Wednesday, 23 September 2026.