The Senior Advisor leads the delivery of quality customer service and works with the manager to drive a high-performance culture within the Customer Service Centre. 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 Customer Service Centre staff and supervise the Customer Service Centre 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:
• Provide a quality service to customers and resolve specific customer problems in an efficient and courteous manner.
• Contribute to the development of operational and financial plans for the customer service centre.
• Provide expert advice and interpretation to staff and customers on policy and procedures within a wide legislative and system framework.
• Develop and monitor performance standards for products and services delivered.
• Monitor and prepare regular reports/recommendations to management on operational, financial, administrative and quality standard issues.
• Supervise and maintain operations of the CSC using appropriate up-to-date and consultative management techniques, including the training and development of staff, to ensure optimum use of resources within a cohesive and team environment.
• Promote and ensure compliance with all relevant Human Resource Management legislation, including equity and occupational health and safety requirements.
• Ensure office and security measures are maintained.
• Manage the Customer Service Centre in the absence of the Manager.

This role reports to the Manager Customer Service Centre

Applications to remain current for 12 months.

Job Ad Reference: QLD/667359/25
Closing Date: Thursday, 13 November 2025

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