Former Customer Services Branch -TMR
This position is part of the Department of Customer Services, Open Data and Small and Family Business (CDSB) as part of the recent Machinery-of-Government changes. CDSB is currently in negotiations for a certified agreement to cover all CDSB employees. In the meantime, the TMR Agreement conditions apply to this position.

The Townsville Customer Service Centre team within the CDSB provides a positive customer experience through the delivery of a wide range of products and services to clients through a variety of channels and support the development of customer service functions by piloting initiatives to improve the customer experience.

As a key member of the team, you will be required to supervisor workplace health and safety practices and demonstrate your ability to analyse complex issues and resolve problems.

Job details

About Your Opportunity
As the Customer Service Advisor (Cross Channel), you will:
• Develop and maintain comprehensive knowledge of procedures, processes and required services to be able to perform service interactions across various customer channels (including phone, online and face to face).
• Deliver government services including licensing, registration and other products, through a variety of communication channels to enable customers to complete their requests in an efficient and effective manner. For example, but not limited to, licencing, deceased estates, vessel registration and a range of other customer services.
• Assess customer needs and provide appropriate information and direction to appropriate service channel, including referring customers to other service specialist and locations, where appropriate.
• Effectively navigate multiple systems and databases to conduct operational and administrative tasks to support efficient service delivery. For example (but not limited to), collect and remit monies associated with transactions, reconcile banking and daily remittances for staff.
• Work collaboratively as an effective team member to achieve key team and individual performance targets, supporting and participating in team activities and assisting to meet team objectives. If required, you may be requested to provide training and mentoring to Customer Service Advisors and trainees in customer services, systems and products.

In return we offer a range of benefits which include
We celebrate diversity in creating a workplace culture that is built on respect, dignity and fairness.
• A competitive remuneration package including Employer Superannuation contributions up to 12.75%
• Five weeks annual leave and annual leave loading of 14%
• Salary packaging arrangements
• Learning and development opportunities
• Access to study assistance programs
• Wellness Program
• Employee Assistance Program
• Work/life balance, variety and flexibility

Please refer to the role description and applicant guide for further information.

Former Customer Services Branch -TMR This position is part of the Department of Customer Services, Open Data and Small and Family Business (CDSB) as part of the recent Machinery-of-Government changes. CDSB is currently in negotiations for a certified agreement to cover all CDSB employees. In the meantime, the TMR Agreement conditions apply to this position.

Applications to remain current for 12 months. 

Job Ad Reference: QLD/652165/25
Closing Date: Monday, 18 August 2025

Further information

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

There are 5 positions available - 2 Permanent and 3 Part-time positions.

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.

• CDSB Applicant Guide (PDF, 2.25MB)
  
  
  652165 25 - Role Description (Word, 294KB)