This is a Senior Advisor (Customer Service) role with Queensland Government based in Brisbane, QLD, AU Queensland Government Role Seniority - senior More about the Senior Advisor (Customer Service) role at Queensland Government 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. The Senior Adviser plays a key role in managing customer complaints, supporting operations, ensuring compliance, and fostering staff development to meet customer needs. This position is vital for maintaining the CSC’s reputation as a reliable provider of government services. As the Senior Advisor (Customer Service), you will collaborate with a dynamic team to deliver exceptional customer experiences by providing a diverse range of products and services to clients across multiple channels. Additionally, you will contribute to enhancing customer service functions by leading and supporting pilot initiatives aimed at improving the overall customer experience. Some Of Your Responsibilities Will Include Supervise the operations of the Customer Service Centre, which delivers services across multiple channels, by utilising effective consultative management techniques. This includes overseeing the training and development of staff to ensure the optimal use of resources within a cohesive team environment. Act as the first point of contact for the escalation of customer concerns and complaints across various communication channels, ensuring a professional and timely resolution. Assist in the development of operational and financial plans for the Customer Service Centre, ensuring adherence to established audit requirements. Conduct performance assessment processes with staff, providing feedback on work and behavioural performance. Collaborate with staff to develop learning and development programs. Escalate more complex people management matters to the Manager (Customer Service) as required. Maintain comprehensive knowledge of services to effectively perform service interactions, including understanding procedures, processes, and customer channel options Applications to remain current for 12 months Occupational group Customer Service/Call centre Before we jump into the responsibilities of the role. No matter what you come in knowing, you’ll be learning new things all the time and the Queensland Government team will be there to support your growth. Please consider applying even if you don't meet 100% of what’s outlined Key Responsibilities ️ Supervising customer service operations ⚖️ Resolving customer complaints Developing staff training programs Key Strengths Customer service management ️ Conflict resolution Team development Operational planning Performance assessment Learning and development program design A Final Note: This is a role with Queensland Government not with Hatch.