This is a Senior Customer Service Officer role with Queensland Government based in Brisbane, QLD, AU Queensland Government Role Seniority - senior More about the Senior Customer Service Officer role at Queensland Government Step into a pivotal role in our Contact Centre where you’ll focus on elevating the quality, consistency and impact of QBCC’s customer experience. You’ll champion service excellence by contributing to the quality assurance program, identifying issues and training gaps, supporting operational changes, and refining work instructions and training materials to keep them accurate. If you’re a seasoned contact centre professional with a passion for quality, insight driven service uplift and continuous improvement, we would love to hear from you! About QBCC QBCC is Queensland's independent building and construction regulator dedicated to educating, protecting and supporting the industry and the community. Through fair, transparent and accountable regulation, we help build confidence and strengthen one of Queensland's most vital industries. This is a defining decade for the building and construction sector, with ambitious housing targets and the Olympic and Paralympic legacy ahead. We are responding with focus and ambition, modernising services, deepening relationships and building internal capability to deliver at scale. Central to this journey is a commitment to people. We are shaping a workforce that is inclusive, high performing and future ready. By fostering equity, diversity and wellbeing, and creating safe and supportive workplaces, we are ensuring our people can thrive while delivering outcomes that matter for industry and the community. About The Role The industry we support touches every part of life, from safe homes and liveable communities to jobs and economic security. As Senior Customer Service Officer, you'll contribute to this, championing high call quality standards that shape how Queenslanders experience our services. As a key point of contact for Customer Service Officers, you'll provide expert guidance when issues arise, maintain standard operating procedure guides and help design and deliver training within the Contact Centre. You'll analyse customer trends and support our Customer Service Officers during peak demand, also investigate customer complaints, providing recommendations to elevate performance and the customer experience. This position is based in Brisbane. While there is flexibility to work from home, regular in-person attendance at the office is important. To support our teams, the role operates on a rotating roster, working across our two Brisbane offices (80 Ann Street/Lutwyche) between 8:15am and 5:30pm. Please refer to the Position Description for the Key Outcomes and Accountabilities and Candidate Attributes for this role About You The ideal candidate brings extensive contact centre experience (particularly handling escalated enquiries), proven capability in quality assurance and the ability to maintain standard operating procedure guides. Experience in training delivery, developing learning materials, supporting organisational change initiatives and using Salesforce or Genesys is highly regarded. Why Join QBCC? At QBCC, you'll be part of a purpose driven organisation where your work matters. You will work with dedicated professionals who value integrity, collaboration and learning. You'll have opportunities to grow while making a real contribution to shaping the QBCC's future and outcomes for our stakeholders. If you're ready to dive into a career defining transformation journey with us, where your impact will help shape what comes next, we'd love to hear from you. How To Apply If you are interested in this opportunity, please submit your current resume and a cover letter (maximum two pages) outlining how your skills, knowledge and experience complement this role based on the Candidate Attributes outlined in the Position Description. 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 Championing service excellence Providing expert guidance Analyzing customer trends Key Strengths ✅ Quality assurance Training delivery Customer service expertise Salesforce Genesys Change management A Final Note: This is a role with Queensland Government not with Hatch.