Driving Examiner /Customer Service Advisor

Department of Customer Services, Open Data and Small and Family Business; Cairns Regional; On-site; AUD 70,000 - 90,000; Full time

Benefits offered by this job

Employer superannuation 12.75%

Five weeks annual leave

Salary packaging

Learning and development opportunities

Study assistance

Wellness Program

Employee Assistance Program

Work/life balance and flexibility

Job summary

The Department of Customer Services, Open Data and Small and Family Business in Cairns is seeking a Driving Examiner / Customer Service Advisor to deliver licensing, registration and government services across multiple channels. You will assess applicants, provide expert information and ensure high-quality customer experiences at every interaction.

You will work in a fast-paced, supportive team, resolving enquiries and contributing to service innovations that improve outcomes for diverse

Qualifications

• Excellent customer-focused service and interpersonal skills.
• Ability to work in a fast-paced team environment with diverse customers.
• Strong problem-solving and decision-making abilities in service delivery.
• Knowledge of multi-channel service options and government processes.
• Proficient with multiple IT systems and databases to support service delivery.

Responsibilities

• Conduct practical driving assessments for applicants, ensuring compliance with Queensland Government standards and road safety regulations.
• Evaluate candidates' driving skills, knowledge of road rules, and ability to drive safely in various traffic conditions.
• Provide clear, constructive feedback to candidates after assessments.
• Ensure testing procedures are fair, consistent, and aligned with departmental policies.
• Develop knowledge of services to perform service interactions including licensing, registration and related products.

Skills

Customer service

Communication

Problem solving

Teamwork

IT proficiency

Policy interpretation

Job description

Driving Examiner /Customer Service Advisor

Department of Customer Services, Open Data and Small and Family Business – Cairns QLD

Join the Cairns Customer Service Centre team and make a difference in your community every day. As a Customer Service Advisor (Cross-Channel), you will deliver a wide range of licensing, registration and government services through multiple service channels, creating positive experiences for customers at every interaction.

Working in a fast-paced and supportive team environment, you will provide accurate information, resolve customer enquiries and contribute to innovative service delivery initiatives that improve customer outcomes. We are seeking adaptable, customerfocused individuals who are confident communicators, enjoy problem-solving and can build positive relationships with diverse customers and stakeholders.

As a key member of the team, in the role of Driving Examiner/ Customer Service Advisor, you will conduct practical driving assessments for Queensland driver licences using well developed interpersonal skills with total commitment to quality customer service delivery, you will also deliver a wide range of products and services through multiple channels, ensuring a positive customer experience.

YOUR RESPONSIBILITIES

• Conduct practical driving assessments for applicants, ensuring compliance with Queensland Government standards and road safety regulations.
• Evaluate candidates' driving skills, knowledge of road rules, and ability to drive vehicles safely in various traffic and road conditions.
• Provide clear, constructive, and professional feedback to candidates following assessments.
• Ensure all testing procedures are carried out fairly, consistently, and in accordance with departmental policies.
• Develop and maintain comprehensive knowledge of required services to be able to perform service interactions including procedures, processes and customer channel options.
• Deliver essential 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, licensing, deceased estates, vessel registration and a range of other customer services.
• Maintain up to date knowledge of industry standards and product safety as they relate to the driver licence assessment function.
• 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 and/or less experienced Driver Examiners in customer services, systems and products.

To thrive in this role, you will need to demonstrate the following:

• Customer Service - Excellent communication and interpersonal skills to interact effectively with candidates, colleagues, and stakeholders.
• Working in a team environment - required to work collaboratively as an effective team member to achieve key team and individual performance targets.
• Competent driving experience - Knowledge of Queensland road rules, traffic laws, and safe driving practices; required to assess competency of applicants.
• Interpretation of policy, procedures and guidelines - required to interpret and provide advice to staff and customers, to ensure consistent standards of service.
• Use of information technology - required to navigate multiple IT systems and databases to support efficient service delivery.

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%
• Salary packaging arrangements
• Learning and development opportunities
• Access to study assistance
• Wellness Program
• 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.