Looking for a meaningful career where you can make a real impact on community safety? At Policelink, you’ll be part of a 24/7 contact centre supporting the Queensland Police Service by delivering high-quality, professional services to the community.

As a Client Service Officer, you’ll play a vital role in managing urgent and non-urgent enquiries from the public and police. You’ll use your communication skills, client service, and problem-solving ability to help keep Queensland safe.

Job details

With over 2 million contacts annually, no two days are the same. You'll be part of a passionate team of over 380 civilian staff and Police Officers, working together to support frontline officers in protecting the people, places, and communities of Queensland.

If you're ready for a career with purpose, where your professionalism and service make a difference every day, we want to hear from you.

Your Key Accountabilities will include:

• Provide prompt, consistent and courteous client service via telephone, email and intranet in line with Service and Policelink policies and standards.
• Be an agile communicator and apply critical thinking to ensure each call is directed to the correct resolution type and assigned the correct priority code.
• Identify and manage client needs in a timely manner via effective questioning, negotiation, and conflict management in accordance with relevant service benchmarks.
• Support the QPS Prevention Together Strategy through accurate recording of offence and intelligence reports and dissemination to the relevant Districts.
• Application of the Queensland Police Service demand management framework (SOLVE) to request allocation of Police resources for incident response.
• Adhere to information security procedures to safeguard the confidentiality and integrity of sensitive information.
• Develop effective working relationships with internal and external stakeholders and contribute to a positive workplace culture.
• Apply problem solving and analytical skills to maintain and improve customer service standards and to contribute to Policelink business improvement and business goals.
• Contribute to the development and implementation of improved work practices. 

Training Overview:

Week 1: Role Orientation/Onboarding and QPRIME Entities
Week 2-3: Priority Codes and SOLVE - Job Requests
Week 4-5: Public Reporting and Intel
Week 6: Mental Health and Domestic Violence Training
Week 7: Call Consolidation
Week 8-10: Police Reporting
Subject to change based on operational requirements

Applications to remain current for 12 months.

Job Ad Reference:  QLD/638408/25

Closing Date: Wednesday, 4^th June 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.

Multiple positions available

Documents

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

• 638408-25-Role Profile (Word, 4.81MB)
  
  
  638408-25-Applicant Guide non-Police - August 2023 (Word, 227KB)
  
  
  638408-25 Client Service Officer Applicant Kit (PDF, 962KB)