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.
Are you a natural leader who inspires excellence through collaboration and care? Do you bring strong customer service experience and a passion for exceeding expectations in a fast-paced, ever-evolving environment? Are you ready to guide and mentor a small team, fostering a high-performance culture through influence, support, and strategic thinking?

Job details

The Senior Advisor leads the delivery of quality customer service and works with the manager to drive a high-performance culture within the QGAP. To be successful in the role, we are looking for a leader who is empowering, supportive, disciplined and creative, and has the proven ability to quickly and effectively resolve conflict. This role is required to lead QGAP staff and supervise the QGAP in general, as well as use effective people performance management and workplace health and safety practices to motivate their team. A demonstrated ability to analyse complex issues and resolve problems in a timely manner is essential to success in the role.

Accountabilities include:

• Lead and manage the operations of the Queensland Government Agency Program (QGAP), continually monitor performance standards and achievements of the QGAP and take action to ensure effective operations are maintained.
• Provide a quality service to customers and resolve specific customer issues in an efficient and appropriate manner, including the provision of quality administrative support to visiting judicial officers.
• Be the first point of contact for the escalation of customer concerns and complaints, through a variety of communication channels, in a professional and timely manner.
• Contribute to the development of operational and financial plans for the QGAP.
• Conduct performance assessment processes with staff including providing feedback on work and behavioural performance. Develop learning and development programs with staff. Refer more complex people management matters to the Manager (Customer Service Centre) as required.
• Provide expert advice and interpretation to staff and customers on policy and procedures within a wide legislative and system framework.
• Develop and maintain comprehensive knowledge of required services to be able to perform service interactions including procedures, processes, and customer channel options.

*Manage the QGAP in the absence of the Manager.

This role reports to the Manager.

Applications to remain current for 12 months.
Job Ad Reference: QLD/676102/26
Closing Date: Monday, 2 February 2026

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.

• CDSB Applicant Guide 20250728 (PDF, 935KB)
  
  
  676102 26 Role Description (Word, 5.40MB)