Senior Advisor

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 Barcaldine QGAP office, youll 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 supervise daily operations, support team development, and drive service improvements. With a supportive team, flexible work environment, and opportunities for professional growth, this is your chance

About Us

The Customer Service Operations unit within CDSB provides services for agencies with established service agreements. Through a customer-first approach, the unit ensures Queenslanders have access to a wide range of government services, delivered efficiently across multiple channels. The Barcaldine 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.

Your role

As the Senior Advisor at the Barcaldine QGAP office, youll 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 youre 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, youll resolve issues professionally and promptly, ensuring a seamless experience for customers. Youll 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. Further information is available in the role description.

What Were Looking For

Were seeking a people-focused individual with who is passionate about providing a positive customer experience and contributing to the Barcaldine community and

• broader region. Youll 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, youll need to d
• 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? 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.