Service Centre Consultant

RACQ; Brisbane; On-site; AUD 65,000 - 90,000; Full time

Job summary

Royal Automobile Club of Queensland (RACQ) is seeking a Service Centre Consultant to provide first‑contact IT support, resolve incidents and service requests, and coordinate escalations to keep business services running.

You will diagnose and resolve incidents, help users understand technology and self‑service options, maintain accurate records and knowledge resources, and collaborate with technical teams to improve service quality while complying with governance and audits.

Qualifications

• Clear communication, strong customer service and a calm approach under pressure.
• End-user support and troubleshooting across hardware, software, Microsoft Windows, Office and Microsoft 365.
• Understanding incident management, request fulfilment and escalation with accurate record keeping and prioritisation.
• Initiative and teamwork with a willingness to learn and improve services.

Responsibilities

• Diagnose and resolve incidents and requests, escalating when needed and keeping users informed.
• Help users understand technology and self-service options.
• Maintain accurate records, support documentation and knowledge resources.
• Collaborate with technical teams, share knowledge and improve service quality.
• Follow governance, risk and compliance requirements, support audits and use resources responsibly.

Skills

End-user support

Troubleshooting

Customer service

Communication

Prioritisation

Teamwork

Initiative

Adaptability

Tools

Windows

Office 365

Microsoft 365

Job description

Job Description

Job Number:

Service Centre Consultant (26000123 )

Description

Bring your troubleshooting and customer service skills to a role where you’ll solve technology issues, support users and improve service delivery.

At RACQ,we’regood people doing good things, making a positive impact every day, with opportunities to learn, grow, and be more.

About the role
As a Service Centre Consultant, you’ll provide first-contact IT support, resolve incidents and service requests, and coordinate escalations to keep business services running.

• Diagnose and resolve incidents and requests, escalating when needed and keeping users informed.
• Help users understand technology and self-service options.
• Maintain accurate records, support documentation and knowledge resources.
• Collaborate with technical teams, share knowledge and improve service quality.
• Follow governance, risk and compliance requirements, support audits and use resources responsibly.

About you:
You’re a customer-focused problem solver who brings:

• Clear communication, strong customer service and a calm approach under pressure.
• End-user support and troubleshooting skills across hardware, software, Microsoft Windows, Office and Microsoft 365 collaboration tools.
• An understanding of incident management, request fulfilment and escalation, with accurate record keeping and strong prioritisation skills.
• Initiative, teamwork and a willingness to learn, adapt and improve services.

Why join RACQ?
RACQ is here to drive a better future for all Queenslanders. With more than 1.7 million members, we’re built on helping people when they need it most. Join our team and play a part in supporting our members to move and live safely, securely and sustainably. We’re evolving with smarter, more sustainable solutions that make a real difference across Queensland. And while our reach is big, we stay small enough to support your career with care. At RACQ, you’ll find a flexible, inclusive workplace where everyone is valued, supported and empowered to thrive. Learn more about our culture and our commitment to diversity and inclusion at About us | RACQ https://www.racq.com.au/about-us

Why you’ll love working at RACQ
At RACQ, we support your work, wellbeing and career through benefits that matter.

• Free RACQ roadside assistance from day one
  Enjoy complimentary RACQ Everyday Roadside Assistance, renewed annually.
• Exclusive employee discounts
  Access discounts across RACQ products and partner offers including banking, insurance, solar, vehicle care, retail and travel.
• Wellbeing that goes beyond the basics
  Take advantage of onsite health checks, flu vaccinations, wellbeing rooms, digital wellbeing resources and discounted private health insurance.
• Flexibility that works for real life
  Our weFLEX approach supports balance, performance and collaboration—whether you’re working from home, the office, or a mix of both.

Successful candidates will be asked to complete background checks to progress their application.