We are looking for a Customer Service Officer to join our Regional Services team in Cairns! Be the friendly face and first point of contact for clients, helping them navigate everything from lodging disputes to license applications and reporting unlicensed work. In this dynamic role, you will also provide key administrative support to our regional team, assisting with stakeholder engagement and ensuring smooth operations. Enjoy a fulfilling role with Monday to Friday office hours in a supportive and collaborative environment. If you are ready to make a difference in the building and construction industry, we would love to hear from you!

Job details

About QBCC

The QBCC is Queensland's independent building and construction regulator, dedicated to educating, protecting and supporting both the industry and the community. Through fair, transparent and accountable regulation, the QBCC helps build confidence and strengthens one of Queensland's most vital industries.

This is a defining decade for the building and construction sector, with ambitious housing targets and the Olympic and Paralympic legacy ahead. The QBCC is responding with focus and ambition, modernising services, deepening relationships and building the internal capability needed to deliver at scale.

Central to this journey is a commitment to people. The QBCC is shaping a workforce that is inclusive, high performing and future ready. By fostering equity, diversity and wellbeing, and by creating safe and supportive workplaces, the Commission is ensuring its people can thrive while delivering outcomes that matter for industry and the community.

About the role

As a Customer Service Officer at QBCC, you will play a vital role in delivering exceptional customer service and providing clear, accurate advice on a wide range of building‑related matters, including licensing, dispute management and general enquiries. You will assist consumers, licensees and industry stakeholders in navigating QBCC's services, policies and legislation, drawing on your ability to research systems, interpret information and educate customers on QBCC products, services and processes.

This role also contributes to community engagement through marketing activities, educational events and face‑to‑face customer service. You will provide administrative and office support to fellow staff in the Cairns office, ensuring smooth daily operations and a positive customer experience.

The position is office‑based, with no work‑from‑home options available. Standard work hours are 9:00am to 5:00pm, Monday to Friday.

**Please refer to the Position Description for a full list of the key role responsibilities and the suitability requirements for this role **   

About You

To succeed in this role, you will:

• Demonstrate a strong customer‑focused mindset and the ability to deliver positive outcomes in a fast‑paced regulatory environment
• Demonstrate high‑level customer service capability, including managing complex enquiries, resolving complaints and communicating clearly with consumers, licensees and industry stakeholders
• Show confidence in interpreting and explaining complex legislation and policies in plain language, supported by excellent face‑to‑face communication and interpersonal skills
• Use strong system‑navigation skills and the ability to work across multiple platforms to research information, educate customers and provide accurate advice
• Demonstrate resilience, multitasking ability and sound judgement when managing competing priorities and escalating matters appropriately
• Bring prior customer service experience and some industry knowledge to support success in the role

The following will be highly regarded:

• Knowledge of QBCC legislative framework, policies and procedures
• Salesforce knowledge and experience

How to Apply

Please submit your current resume and a cover letter (maximum two pages) outlining how your skills, knowledge and experience complement this role. This is your opportunity to tell us how you meet the suitability requirements detailed in the attached Position Description.

Why Join QBCC?

At QBCC, you'll be part of a purpose driven organisation where your work matters. You will work with dedicated professionals who value integrity, collaboration and learning. You'll have opportunities to grow while making a real contribution to shaping the QBCC's future and outcomes for our stakeholders.   

If you're ready to dive into a career defining transformation journey with us, where your impact will help shape what comes next, we'd love to hear from you.

Referee checks

It is recommended you seek approval when nominating a person as a referee. Referees should have a thorough knowledge of your work performance and conduct, and it is preferable to include your current/ immediate past supervisor.  

By providing the names and contact details of your referee/s you consent for these people to be contacted by the selection panel. If you do not wish the panel to contact your referees without your permission, please make this clear on your resume. 

Further information

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

Applications remain current for 12 months from the closing date of this vacancy and may be considered for appointment to identical vacancies within the QBCC.   Unsolicited resumes from recruitment agencies will not be accepted.  

Documents

Before applying for this vacancy please ensure you read the documents below.

• AO3 Customer Service Officer - Position description June 2026 (PDF, 210KB)
  Role Description
  
  QBCC Information for Applicants - June 2026 (PDF, 1.25MB)
  Information Package for Applicants