At the Department of Customer Services, Open Data and Small and Family Business (CDSB), we are improving customer services to Queenslanders, supporting small and family business owners, and providing better government services and support. We ensure customer-focused, effective and accessible engagement with government for Queenslanders, small and family business owners and other government agencies. We are responsible for driving the Queensland Government's priorities in customer service delivery, digital technology, and data that enables a transparent and efficient government.

Job details

The Service Centre Operations team within the Department of Customer Services, Open Data and Small and Family Business provides frontline customer service delivery through multiple channels, including phone, online, and in-person services, offering government services such as licensing, registration, and related products to the Queensland community. As a key member of the team, you will work collaboratively to ensure a positive customer experience, maintain high standards of service delivery, support colleagues and trainees, and contribute to continuous service improvements through innovation, initiative, and a strong commitment to public service values.

In the role of Customer Service Advisor, you will work collaboratively with a team to provide a positive customer experience through the delivery of a wide range of products and services to clients through a variety of channels; and support the development of customer service functions by piloting initiatives to improve the customer experience.

Some of your responsibilities will include:
• Develop and maintain comprehensive knowledge of procedures, processes and required services to be able to perform service interactions across various customer channels (including phone, online and face to face).
• Deliver government services including licensing, registration and other products, through a variety of communication channels to enable customers to complete their requests in an efficient and effective manner. For example, but not limited to, licensing, deceased estates, vessel registration and a range of other customer services.
• Assess customer needs and provide appropriate information and direction to appropriate service channel, including referring customers to other service specialist and locations, where appropriate.
• Effectively navigate multiple systems and databases to conduct operational and administrative tasks to support efficient service delivery. For example (but not limited to), collect and remit monies associated with transactions, reconcile banking and daily remittances for staff.
• Work collaboratively as an effective team member to achieve key team and individual performance targets, supporting and participating in team activities and assisting to meet team objectives. If required, you may be requested to provide training and mentoring to Customer Service Advisors and trainees in customer services, systems and products.

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.

• CDSB Applicant Guide 20250728 (PDF, 935KB)
  
  
  669026 25 - Role Description (Word, 5.43MB)