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Senior Advisor
Northern; Customer Services; Customer Services Safety & Regulation; Townsville
Former Customer Services Branch - TMR
This position is part of the Department of Customer Services, Open Data and Small and Family Business (CDSB) and 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 Senior Advisor (Customer Service) plays a critical leadership role within the Customer Service Centre, ensuring the smooth day-to-day operation of the centre. This role is essential in maintaining minimal wait times for our customers by proactively managing service delivery and supporting frontline staff. As primary point of contact for operational issues, the Senior Advisor (Customer Service) provides timely guidance and assistance to staff, helping resolve challenges and maintain high service standards.
Job details
| Position status | Fixed Term Temporary |
|---|---|
| Position type | Full-time |
| Occupational group | Customer Service/Call centre |
| Classification | AO5 |
| Workplace Location | Townsville region |
| Job ad reference | QLD/663836/25 |
| Closing date | 20-Oct-2025 |
| Job duration | As soon as possible to 30 January 2026 |
| Contact person | Dilip Madhok |
| Contact details | Phone: 0429 878 542 Access the National Relay Service |
About Your Opportunity
As the Senior Advisor (Customer Service), you will:
- Supervise the operations of the Customer Service Centre 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.
- 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 Manager (Customer Service Centre) as required.
- Develop and maintain comprehensive knowledge of required services to be able to perform service interactions including procedures, processes, and customer channel options.
In Return We Offer a Range of Benefits Which Include
We celebrate diversity in creating a workplace culture that is built on respect, dignity and fairness.
- A competitive remuneration package including Employer Superannuation contributions up to 12.75%
- Five weeks annual leave and annual leave loading of 14%
- Salary packaging arrangements
- Learning and development opportunities
- Access to study assistance programs
- Wellness Program
- Employee Assistance Program
- Work/life balance, variety and flexibility
Please refer to the role description and applicant guide for further information.
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.
Applications to remain current for 12 months.
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.
