The Queensland Revenue Office (QRO) is currently seeking an experienced contact centre administrator to join the team on the Gold Coast as an AO5 Senior Revenue Officer. QRO administers and manages fines and is responsible for the issuing and processing of infringement notices, payment processing, adjudication of offenses, client services, and dispute services. This role is based in QRO's Fines Contact Centre, which takes inbound calls related to fines administered by QRO.

Based in our convenient Southport office, with flexible work options available and access to professional growth pathways.

Job details

We're looking to recruit an experienced Senior Revenue Officer to support contact centre operations through effective workforce management, process improvement, and staff development. 

Your typical day may include: 
• Creating and managing staff rosters to meet call volume demands
• Reviewing and updating processes in our Knowledge Management System
• Handling complex enquiries and complaints with professionalism and care
• Coaching and mentoring staff, including training needs analysis and program delivery
• Conducting call quality assurance and reporting
• Building strong stakeholder relationships through clear and effective communication

To be successful in this role, you will need to demonstrate:
• High level interpersonal skills.
• Demonstrated capability to use information to improve work practices that support a high performing team.
• Ability to develop a working knowledge of digital and data technology/systems.
• The ability to deliver exceptional client service through phone, written and online channels.

For further information about the role, please review the role description and Working for QRO document on SmartJobs or for a confidential chat, please email the contact officer, Samantha Heales on Samantha.Heales@treasury.qld.gov.au. 

We support a thriving and future-focused workforce which offers flexible working practices (e.g., working from home) to ensure suitable and tailored work/life balance whilst meeting organisational, community and government needs. 

Joining QRO you will have opportunities for continued learning, growth and career development. To find out more about working for QRO please see attached candidate information pack.

Queensland Treasury is committed to building an inclusive and diverse workforce that reflects the community we serve and treating all applicants equitably. This starts with recruitment, including making reasonable adjustments to support applicants at all stages of the process. The methods used in the recruitment for a role may vary, but the sorts of processes used may include: application form, resume and cover letter, online cognitive testing, work test, written response task, assessment centre, in-person or video interview.

We welcome applicants to share with the contact officer any health condition, disability, and/or cultural/linguistic background, so that we may make any necessary adjustments to enable you to equitably participate in the recruitment process.
 
If you are interested in this role - click “Apply” to be redirected to the full advertisement, including role description and contact details.

Applications may remain current for 12 months after the closing date of the vacancy and may be used to fill identical or similar roles

Job Ad Reference:  QLD/636414/25
Closing Date: : Monday, 26 May 2025

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.

• Working-for-QRO-AO5 SRO FAM (Word, 439KB)
  
  
  636414 25 - Role Description V2 (Word, 597KB)