Are you passionate about providing exceptional customer service? The Queensland Building and Construction Commission (QBCC) is looking for a Client Service Officer to be the first point of contact for our face-to-face services in our Gold Coast office. In this key role, you’ll help clients navigate processes like lodging disputes, license applications, and reporting unlicensed work. Additionally, you will provide administrative support to our regional staff and assist with stakeholder engagement as needed. We’re looking for someone who thrives in a dynamic environment, is a great communicator, and enjoys helping others understand complex procedures. If you're ready to play a pivotal role in ensuring a seamless experience for our clients, apply now!

Job details

This role is office based, and therefore working from home options are unavailable.

Work hours are between 9am - 5pm Monday to Friday.

Key Outcomes and Accountabilities

• 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.

How to Apply (via Smart Jobs only)

Please submit a current resume and a cover letter (maximum 2 pages) outlining how your skills, knowledge and experience complement the Candidate Attributes in the Position Description. 

Why join us?

We offer a range of benefits, including a generous 12.75% superannuation contribution, with the option to salary sacrifice personal superannuation contributions, and you'll have access to our Employee Assistance Program (EAP) and Galang Place.

Further information

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

Unsolicited resumes from recruitment agencies will not be accepted.

Documents

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

• QBCC Information for Applicants - May 2025 (PDF, 531KB)
  Information Package for Applicants
  
  Customer Service Officer AO3 Position Description (PDF, 541KB)
  Role Description