Former Customer Services Branch - TMR
This position is part of the Department of Customer Services, Open Data and Small and Family Business (CDSB) as part of the recent Machinery-of-Government changes. CDSB is currently in negotiations for a certified agreement to cover all CDSB employees. In the meantime, the TMR Agreement conditions apply to this position.

The Department of Customer Services, Open Data and Small and Family Business (CDSB) is excited to welcome a permanent full-time Senior Advisor at the Biloela QGAP.

Job details

At CDSB, we connect, deliver, learn and live, and we are looking for someone like you. We value our people as our greatest asset and are committed to fostering positive, inclusive, and connected workplaces.

We prioritise learning and development opportunities to help you grow your career, offering support and training programs.

CDSB provides flexible work arrangements, long-term job security and attractive salaries and benefits to bring out the best in our team.

As a Senior Advisor, you will:
• Supervise the operations of the Biloela QGAP office that delivers services across multiple channels, using appropriate consultative management techniques, including the training and development of staff, to ensure optimum use of resources within a cohesive team environment.
• Be the first point of contact for the escalation of customer concerns and complaints, through a variety of communication channels, in a professional and timely manner.
• Contribute to the development of operational and financial plans for the customer service centre, ensuring compliance with established audit requirements. For example, but not limited to, through the development of operational workforce plans and the purchase of goods and services.
• Promote, encourage, and support customers' usage of self-service and referral to other services, to support customers efficiently.
• Conduct performance assessment processes with staff including providing feedback on work and behavioural performance.
• Develop learning and development programs with staff.
• Refer more complex people management matters to the Cluster Manager as required.
• Provide expert advice and interpretation to staff and customers on policy and procedures within a wide legislative and system framework.
• Develop and maintain comprehensive knowledge of required services to be able to perform service interactions including procedures, processes and customer channel options.

We strongly encourage applicants from all life experiences and backgrounds to apply. Please tell us about any additional support or adjustments, such as interpreting services, physical requirements or assistive technologies, that will better enable you to shine during the recruitment process.

Applications to remain current for 12 months.

Job Ad Reference: QLD/656182/25

Closing Date: Monday, 08 September 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.

• CDSB Applicant Guide 20250728 (PDF, 3.24MB)
  
  
  656182 25 Role Description v1.0 (Word, 295KB)