The Digital Customer (Smart Service Queensland) team within the Department of Customer Services, Open Data and Small and Family Business (CDSB) provides digitally enabled whole-of-government services to the Queensland public through multiple channels including phone, counter and online. This stream brings together technology, development, products, design, engagement and operations to deliver simpler connected services.

Our focus: Creating a better experience for our customers.

The purpose of the role is to receive and respond to enquiries relating to Queensland Government services, within a multi-channel customer service environment to ensure a quality service is delivered to customers and Queensland government stakeholders on behalf of Smart Service.

Job details

As a Customer Service Advisor, you will:
• Receive, respond and action requests for Smart Service stakeholders, using multiple channels and resources, to ensure timely and accurate service delivery while maintaining compliance with quality and service standards guidelines.
• Undertake administrative activities including transactions, requests, referrals and processing tasks, for Smart Service customers in line with quality and productivity standards.
• Deliver quality customer service in line with first call resolution, control and adherence policies, in order to deliver cost effective service delivery.
• Look for opportunities to participate in, and contribute to internal innovation activities and working groups, to ensure continuous improvement and the delivery of effective and efficient operations.
• Respond and interact professionally, consistently and courteously with Smart Service stakeholders, to ensure Smart Service and Queensland Government services are positively promoted.
• Look for opportunities to participate in learning and development initiatives, to improve own skills and knowledge in order to ensure the ongoing growth and development of Smart Service.
• Support and contribute to development and change initiatives within the contact centre environment, in order to foster a positive culture of growth, continuous improvement and development.

Applications to remain current for 12 months.

Job Ad Reference: QLD/648412/25

Closing Date: Friday, 25 July 2025

Further information

We are committed to building inclusive cultures in the Queensland public sector that respect and promote human rights and diversity.

There are six casual AO3 opportunities available.

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.

• TMR applicant-guide (PDF, 301KB)
  
  
  648412 25 Role Description v1 (Word, 269KB)