Senior Advisor

Description:

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.

Take on a key role that combines customer service, operational management, and community impact. As the Senior Advisor at the Cannonvale QGAP office, you''ll work closely with a small, dedicated team to deliver essential government services to the local community and visitors. This hands-on, customer-focused role offers the chance to supervisor daily operations, support team development, and drive service improvements. with a supportive team, flexible work environment, and opportunities for professional growth.

The Service Centre Operations unit within the Department of Customer Services, Open Data and Small and Family Business provides services for agencies that the department has established service agreements. Through a customer-first approach, the unit ensures Queenslanders have access to a wide range of government services, delivered efficiently and professionally across multiple channels. The Cannonvale Queensland Government Agent Program (QGAP) office is a key part of this network, providing essential services to the local community and visitors in a welcoming and community-focused environment.

As the Senior Advisor at the Cannonvale QGAP office, you'll play a key role in ensuring the smooth and efficient delivery of essential government services in a regional setting. Your role is hands-on and customer-focused, requiring you to oversee daily operations and work collaboratively with a small, dedicated team to provide a positive customer experience across multiple channels.

Each day brings new opportunities to make a meaningful impact, whether you're assisting with a licence enquiry, registering a life event, or guiding a customer through digital self-service options. You will deliver a broad range of government services to the local community and visitors alike, providing personalised, professional support in a welcoming and community-focused environment.

You will support the development of the team by mentoring staff and providing constructive feedback to support their growth. As the first point of contact for escalated customer concerns, you'll resolve issues professionally and promptly, ensuring a seamless experience for customers. You'll contribute to operational and financial planning and pilot initiatives to improve the customer journey, helping to shape the future of customer service delivery in the region.

What We're Looking For

We're seeking a people-focused individual with who is passionate about providing a positive customer experience and contributing to the Cannonvale community and broader region. You'll thrive in a dynamic environment, enjoy working closely with a small team, adapt to changing priorities and provide accurate and consistent support to a diverse range of customers.

To Succeed In This Role, You'll Need To Demonstrate

• Strong customer service skills, with the ability to interact respectfully and effectively with a diverse range of clients and identify their individual needs.
• Excellent teamwork and communication, contributing to a collaborative team environment and supporting team performance goals.
• Attention to detail and adherence to procedures, with the ability to interpret and apply policy guidelines, and procedures to provide consistent and accurate information.
• Flexibility and initiative, to adapt to changing priorities, pilot new customer service initiatives, and continuously contribute to service improvement.
  
  
  

Why join us?

Role

This is a unique opportunity to take on a role that combines customer service, operational management, and community impact in a regional setting. In return, you will enjoy:

• Flexible working options such as flexible work hours, part-time hours or other arrangements are available to promote work-life balance in consideration of individual needs and business requirements.
• Competitive salary and benefits, including a 12.75% employer superannuation contribution and 17.5% annual leave loading.
• Generous leave entitlements to support your personal and professional needs.
• A supportive and inclusive environment that values diversity and fosters professional growth.
  
  
  

Applications to remain current for 12 months

Job Ad Reference: QLD/679200/26

Closing Date: Monday, 2 March 2026

Occupational group Customer Service/Call centre