Are you passionate about delivery of exceptional customer service, and would like to work as part of a supportive and diverse team?

An exciting opportunity is now available for a Customer Service Advisor (Cross Channel) to join the team in Innisfail.

Nestled between lush tropical rainforests and the stunning coastline of Far North Queensland, Innisfail offers an exceptional lifestyle where work-life balance comes naturally. Surrounded by natural beauty, including nearby beaches, waterfalls and the renowned Wet Tropics Heritage Area, the region provides endless opportunities for outdoor adventure and relaxation.

Innisfail is a welcoming regional community with a strong local spirit, affordable living, and easy access to essential services, schools, and recreational facilities. Conveniently located just over an hour south of Cairns.

Job details

About Your Opportunity:
As a key member of the team, you will provide high-quality customer customer-focused support across multiple service channels by applying knowledge of government products, services and procedures to process transactions, resolve enquiries, guide customers to appropriate services, utilise various systems and databases and contribute to the achievement of team and service delivery outcomes.

As the Customer Service Advisor (Cross Channel), you will:
• 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, licencing, 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.

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.
• Employee Assistance Program.
• Work/life balance, variety and flexibility.

Please refer to the role description for further information.

Applications to remain current for 12 months.

Job Ad Reference: QLD/691769/26

Closing date: Tuesday, 14 July 2026

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.

• 691769 26 Role Description v1 (Word, 5.39MB)