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Senior Advisor
Southern; Customer Services; Customer Services Safety & Regulation; Warwick
Are you a passionate people leader with a strong customer service background? Do you thrive in fast-paced environments where every day brings new challenges, opportunities and meaningful interactions? Are you someone who can inspire a team, manage complex customer issues and drive operational excellence?
If so, we'd love to hear from you.
The Department of Customer Services, Open Data and Small and Family Business (CDSB) is seeking a motivated and capable Senior Advisor (Customer Service) to join our Warwick Customer Service Centre. This is an exciting opportunity to lead a high-performing frontline team while contributing to the delivery of essential government services that support Queenslanders every day.
Job details
| Position status | Fixed Term Temporary |
|---|---|
| Position type | Full-time |
| Occupational group | Customer Service/Call centre |
| Classification | AO5 |
| Workplace Location | Darling Downs - Maranoa |
| Job ad reference | QLD/699911/26 |
| Closing date | 17-Sep-2026 |
| Job duration | Until 23 December 2027 with possible extension |
| Contact person | Adam Metcalfe |
| Contact details | Ph: (07) 4661 6720 or M: 0429 639 613 Access the National Relay Service |
Lead a team. Shape customer experiences. Make a difference every day.
We're looking for a Senior Advisor who can bring energy, leadership and strategic thinking to our Customer Service Centre. In this role, you'll lead a dedicated team delivering exceptional service to Queenslanders while helping drive operational excellence, continuous improvement, and a high-performing workplace culture.
This is more than a customer service leadership role. It's an opportunity to influence outcomes, support your team to succeed, and play a key role in shaping the customer experience across our service network. No two days will look exactly the same. One moment you might be coaching a team member, the next you're resolving a complex customer complaint, analysing service trends or contributing to workforce planning initiatives.
Why join us?
Lead and develop a small, committed team
✔ Make a genuine impact on customer outcomes and service delivery
✔ Work in a collaborative environment where your ideas are valued
✔ Contribute to strategic planning and business improvement initiatives
✔ Build your leadership capability within a large and diverse Queensland Government agency
About the role
As the Senior Advisor, you'll work closely with the Manager Customer Service Centre to ensure the successful day-to-day operation of the centre while fostering a positive and customer-focused culture. You'll be responsible for:
- Leading, mentoring and supporting Customer Service Centre employees to achieve individual and team success.
- Providing expert advice and guidance to staff and customers across a broad legislative, policy and systems framework.
- Managing customer enquiries and resolving complex issues professionally and efficiently.
- Monitoring service delivery outcomes and implementing improvements to enhance performance.
- Contributing to operational and financial planning activities.
- Preparing reports, recommendations and insights for management on operational, administrative and service quality matters.
- Ensuring workplace health and safety, security and human resource obligations are met.
- Managing Customer Service Centre operations in the absence of the Manager.
About you
We're seeking a people-focused leader who can inspire others through collaboration, coaching and accountability.
You'll bring:
- Proven leadership experience in a customer service or operational environment.
- Strong interpersonal and communication skills, with the ability to influence and build productive relationships.
- Experience fostering high-performing teams through coaching, feedback and development.
- Sound judgement and the ability to navigate complex customer and operational issues.
- Strong analytical and problem-solving skills.
- A commitment to delivering exceptional customer experiences.
- The ability to adapt, prioritise and thrive in a dynamic environment.
Most importantly, you're someone who leads with integrity, values teamwork, and enjoys helping both people and services continuously improve.
Why join us?
At CDSB, we're committed to delivering customer-focused, accessible and responsive services that make a genuine difference to communities across Queensland. We believe our people are our greatest asset, and we're passionate about creating a workplace where employees feel supported, valued and empowered to succeed.
Ready to lead and make a difference?
If you're an experienced customer service leader looking for a rewarding opportunity to develop people, influence outcomes and contribute to a high-performing team, we'd love to hear from you.
Applications to remain current for 12 months.
Job Ad Reference: QLD/699911/26
Closing Date: Thursday, 17 September 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.
