Are you a passionate team leader with a strong focus on customer service, particularly in managing cross-channel tasks or initiatives?

The Department of Customer Services, Open Data and Small and Family Business (CDSB) is excited to welcome a permanent full-time Senior Advisor (Customer Service) at the Atherton Customer Service Centre.

Job details

Atherton, located in the heart of Queensland's Tablelands Region, offers a unique blend of professional opportunity and exceptional lifestyle. Known for its mild, comfortable climate—cooler and less humid than the nearby tropical coast—Atherton provides an appealing environment for those seeking balance between work and quality of life.

The town is a thriving hub supported by strong and diverse agricultural industries, including coffee, sugar cane, tea, tropical fruits, nuts, and broadacre crops, alongside dairy and beef production. This economic vitality underpins a busy, prosperous community with excellent local services and infrastructure. Well connected by major road networks, beyond work, Atherton boasts a vibrant social and cultural scene, with live music, visual arts, theatre, and sporting activities contributing to a strong sense of community. Affordable housing, fertile soils for gardening, and a relaxed rural lifestyle continue to attract professionals, families and those seeking a “tree change” from city living.

Atherton presents an outstanding opportunity to build a rewarding career while enjoying the benefits of a welcoming, dynamic, and naturally beautiful regional community.

ABOUT THE ROLE:
In the role of Senior Advisor, you will play a pivotal part in fostering a positive customer experience by collaborating with your team to deliver a diverse range of products and services to clients across multiple agencies. You will also contribute to the continuous improvement of customer service functions by leading initiatives designed to enhance and optimise the overall customer experience.

Some of your responsibilities will include:
• Supervise the operations of the Customer Service Centre that delivers services across multiple channels, using appropriate consultative management techniques, including the training and development of staff, to ensure optimum use of resources within a cohesive team environment.
• 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 customer service centre, ensuring compliance with established audit requirements. For example, but not limited to, through the development of operational workforce plans and the purchase of goods and services.
• 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.
• Develop and maintain comprehensive knowledge of required services to be able to perform service interactions including procedures, processes, and customer channel options.

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.
• Wellness Program.
• Employee Assistance Program.
• Work/life balance, variety and flexibility.

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

Applications will remain current for 12 months.

Job Ad Reference: QLD/684898/26

Closing Date: Thursday, 30 April 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.

• 684898 26 Role Description v1 (Word, 5.39MB)