Senior Advisor

Department of Customer Services, Open Data and Small and Family Business; Caboolture; On-site; AUD 90,000 - 110,000; Full time

Job summary

Department of Customer Services, Open Data and Small and Family Business in Caboolture, Queensland, is seeking a Senior Advisor to lead customer service operations and deliver high-quality service across multiple channels.

You will supervise CSC operations, coordinate staff training, ensure governance and compliance, and provide coaching to staff to achieve service delivery objectives while driving continuous service improvement.

Responsibilities

• Supervise Caboolture CSC operations and coordinate staff training and development.
• Ensure resources are effectively utilised to meet customer and business needs.
• Serve as the first point of contact for escalated customer enquiries, concerns and complaints, providing timely resolutions.
• Contribute to development of operational and financial plans with governance and audit compliance.
• Provide coaching and development opportunities to staff and escalate complex people management matters as required.

Job description

Department of Customer Services, Open Data and Small and Family Business - Caboolture QLD

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.