The position's primary goal is to provide exceptional customer service skills by assisting clients in understanding legislation, services, policies, procedures and products to ensure they receive QBCC services effectively and seamlessly. It also involves handling offline administrative tasks, and participating in exciting marketing, educational events and community awareness sessions.

Job details

Key outcomes/Accountabilities

The aim of this role is to:

• Provide information, advice and service to customers on building related matters including QBCC's legislation, services, policies, procedures and products.
• Interpret and assist with matters relating to the delivery of QBCC's services. These services include:
  • Builder and contractor licensing and renewal applications;
  • Home Warranty Scheme
  • Contractor compliance
  • Building dispute management
  • General Enquires.
• Maintain knowledge of QBCC's information and services; and participate in ongoing review, quality assurance, and regular training.
• Promote and participate in marketing, educational events, community awareness sessions, and other QBCC associated activities.
• Undertake a range of offline administrative duties, but not limited to, including: Front Counter, face-to-face customer service, administrative support as required within Regional Services.
• Provide exceptional customer service to all staff of the Commission and external customers, and displaying resilience when engaging with challenging customers.

Candidate attributes

1. Apply, advise on, and interpret legislation and policy standards to deliver continued high quality customer service.
2. Process, utilise, collate and analyse information utilising contact centre technology, and multiple applications and system databases.
3. Achieve team goals through being flexible, adopting continuous improvement attitude and change engagement along with participation in various regional service centre initiatives and functions as a member of a team.
4. Use effective communication and interpersonal skills in the workplace to achieve high customer service delivery.

To apply for this position please submit your resume and a statement of suitability (maximum of 2 pages) outlining your skills and experience relevant to this role.

Further information

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

Documents

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

• QBCC Information for Applicants - June 2024 (PDF, 950KB)
  Information Package for Applicants
  
  QBCC Position Description_AO3 Customer Service Officer (PDF, 511KB)
  Role Description