APS4 Equivalent | Brisbane QLD | 12-Month Contract

We are seeking a highly organised and motivated Senior Service Support Officer to join a dynamic national contact centre team supporting mental health and wellbeing services for veterans and their families.

This role plays a key part in ensuring smooth day-to-day operations, providing administrative oversight, frontline service, and support to junior officers within a high-performing and client-focused environment.

Key Details

• Location: Brisbane CBD (hybrid working arrangements)
• Contract Term: 12 months, full-time (37.5 hours/week)
• Rate: $44.00–$50.00/hour + super + lucrative penalty rates
• Security: Requires Australian Citizenship
• Start Date: ASAP (late August early September)
• Roster: This role operates as part of a 24/7 roster and includes evening, overnight, weekend and public holiday shifts, with applicable penalty rates.

Key Responsibilities

• Provide real-time support and guidance to Service Support Officers (APS3 level), acting as a point of escalation.
• Monitor workflow and call queues to ensure team performance targets are met.
• Contribute to staff development, including identifying training needs and assisting with onboarding.
• Manage complex administrative tasks including appointment bookings, data entry, and correspondence handling.
• Deliver consistent, high-quality support to both clinical service staff and clients.
• Participate in continuous improvement initiatives and contribute to service efficiency and client experience.
• Work effectively within a shift-based team in a high-demand, fast-paced environment.

Required Skills & Experience

• Demonstrated experience in service support, administration, or contact centre operations.
• Proven ability to lead or mentor junior staff and manage competing priorities.
• Strong interpersonal and communication skills, with a client-focused approach.
• High attention to detail and proficiency with administrative systems and tools.
• Ability to adapt to changing environments and respond calmly under pressure.
• Willingness and availability to work on a rotating 24/7 roster, including nights, weekends, and public holidays.

Additional Requirements

• Ability to obtain a Working with Vulnerable People registration and/or Working with Children Check.
• Must be an Australian Citizen and willing to undergo security screening.
• Understanding of mental health services or previous experience in a trauma-informed or government environment is highly regarded.

If you're passionate about making a difference and thrive in a structured, supportive service environment, we’d love to hear from you.