Senior Advisor

Queensland Government; Brisbane; On-site; AUD 90,000 - 115,000; Full time

Job summary

Queensland Government at Caboolture Customer Service Centre is seeking a Senior Advisor to lead customer service delivery across multiple channels, resolve complex issues, and promote professional and efficient services.

You will provide day-to-day operational leadership, support staff development, ensure governance compliance, manage escalations, and contribute to continuous service improvement.

Qualifications

• Supervising CSC operations
• Staff coaching and development
• Customer complaint handling and escalations
• Understanding and applying governance requirements
• Ability to adapt to a multi-channel service environment

Responsibilities

• Supervise Caboolture CSC operations and coordinate staff training
• Resolve complex customer enquiries and complaints with timely, professional resolutions
• Ensure resources are used effectively to meet customer and business needs
• Contribute to operational and financial planning and compliance with audits
• Provide coaching and performance feedback to staff and escalate people-management matters as needed

Job description

As a key member of the Caboolture Customer Service Centre team, you will provide exceptional customer service by managing customer enquiries, resolving complex issues, and ensuring services are delivered efficiently and professionally. The role provides operational leadership and support to staff, promotes compliance with legislative and departmental requirements, assists with workforce capability development, and manages customer complaints and escalations. Senior Advisors play a vital role in maintaining the CSC’s reputation as a trusted provider of government services while contributing to positive customer outcomes and continuous service improvement.

As a Senior Advisor, you will work collaboratively with a dynamic team to deliver exceptional customer experiences across a range of products and services through multiple service channels. You will provide day-to-day operational leadership, supporting staff to achieve service delivery objectives while fostering a positive, high-performing and customer-focused team environment.

Key responsibilities include supervising CSC operations, coordinating staff training and development, and ensuring resources are effectively utilised to meet customer and business needs. You will act as the first point of contact for escalated customer enquiries, concerns and complaints, providing professional, timely and customer-focused resolutions. The role also contributes to the development of operational and financial plans, ensuring compliance with audit and governance requirements.

You will support performance management processes by providing regular coaching, feedback and development opportunities to staff, while escalating complex people management matters where required. In addition, you will maintain a comprehensive understanding of departmental products, services, processes and customer channel options to support service excellence and continuous improvement initiatives, including pilot programs aimed at enhancing the customer experience.

Applications to remain current for 12 months.

Occupational group Customer Service/Call centre