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Fine Resolution Officer
Client & Business Services; Fines & SPER; Queensland Revenue Office; Southport
The Queensland Revenue Office (QRO) is currently seeking an experienced contact centre administrator to join the team on the Gold Coast as an AO4 Fine Resolution Officer. QRO administers and manages fines and is responsible for the issuing and processing of infringement notices, payment processing, adjudication of offenses, client services, and dispute services. This role is based in QRO's Fines Contact Centre, which takes inbound calls related to fines administered by QRO.
Based in our convenient Southport office, with flexible work options available and access to professional growth pathways.
Job details
| Position status | Permanent |
|---|---|
| Position type | Flexible full-time |
| Occupational group | Customer Service/Call centre |
| Classification | AO4 |
| Workplace Location | Gold Coast |
| Job ad reference | QLD/644678/25 |
| Closing date | 08-Jul-2025 |
| Job duration | |
| Contact person | Olly Henderson |
| Contact details | Phone: 07 3522 7161 Access the National Relay Service |
We're looking to recruit an experienced Fine Resolution Officer to support contact centre operations through effectively supporting a team to deliver exceptional client services in a telephony environment, promote and implement business improvements, and exercise functions to deliver services to our clients.
Key responsibilities include:
• Providing timely, helpful and supportive service to staff and clients
• Handling complex enquiries and complaints with professionalism and care
• Coaching staff to address challenging tasks and provide tailored client services
• Reviewing and actioning administration requests and escalations
To be successful, you will need to:
• High level interpersonal skills.
• Deliver exceptional client service through phone, written and online channels.
• Prioritise projects and tasks efficiently, in line with team commitments.
• Be able to apply your knowledge and skills to solve problems collaboratively.
For further information about the role, please review the role description and Working at QRO document on Smart Jobs, or please call the contact officer, Olly Henderson on olly.henderson@treasury.qld.gov.au
We support a thriving and future-focused workforce which offers flexible working practices (e.g., working from home) to ensure suitable and tailored work/life balance whilst meeting organisational, community and government needs.
Joining QRO you will have opportunities for continued learning, growth and career development. To find out more about working for QRO please see attached candidate information pack.
We welcome applicants to share with the contact officer any health condition, disability, and/or cultural/linguistic background, so that we may make any necessary adjustments to enable you to equitably participate in the recruitment process.
If you are interested in this role - click “Apply” to be redirected to the full advertisement, including role description and contact details.
Applications may remain current for 12 months after the closing date of the vacancy and may be used to fill identical or similar roles.
Job Ad Reference: QLD/644678/25
Closing Date: Tuesday, 8 July 2025
Further information
We are committed to building inclusive cultures in the Queensland public sector that respect and promote human rights and diversity.
Please ensure you download all attachments and follow the instructions on how to apply.
Documents
Before applying for this vacancy please ensure you read the documents below.
