Customer Service Advisor (Cross-Channel) - Mount Isa

Department of Customer Services, Open Data and Small and Family Business; Mount Isa City; On-site; AUD 60,000 - 75,000; Full time

Benefits offered by this job

Employer superannuation

Five weeks annual leave

Learning and development opportunities

Employee Assistance Program

Job summary

Queensland Government is seeking a Customer Service Advisor (Cross Channel) to supervise workplace health and safety practices and resolve complex issues. You will manage service interactions across phone, online and face-to-face channels, delivering licensing, registration and other government services to customers.

You will assess needs, provide information, navigate multiple systems, and work with colleagues to meet performance targets.

Responsibilities

• Supervise workplace health and safety practices and resolve complex issues.
• Develop and maintain knowledge of procedures and services to handle cross-channel interactions (phone, online, face to face).
• Deliver government services including licensing, registration and other products across multiple channels.
• Assess customer needs and provide information and direction, referring to specialists when needed.
• Navigate multiple systems and databases to support service delivery, including handling monetary transactions and remittances.

Job description

About Your OpportunityAs 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 IncludeWe celebrate diversity in creating a workplace culture that is built on respect, dignity and fairness.A competitive remuneration package includingEmployer Superannuation contributions up to 12. 75%Five weeks annual leave and annual leave loading of 140/0RRAIS - A range of incentives and benefits whilst working in remote QueenslandSalary packaging arrangementsLearning and development opportunitiesAccess to study assistance programsEmployee Assistance ProgramWork/life balance, variety and flexibility.Please refer to the role description for further information.Applications to remain current for 12 months.Job Ad Reference: QLD/706158/26Closing Date: Monday, 23 November 2026This work is licensed under a Creative Commons Attribution 3.0 Australia License.