Customer Support and Assurance Officer

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Find purpose you feel, impact you see and a legacy you bring to life.

The National Fire Ant Eradication Program is Australia’s largest ever eradication program. Eradicating fire ants is a national priority, and this is your opportunity to join us and make a real difference. You will work with a team of passionate individuals to have visible impact in your community and directly contribute to making Queensland a better place to live.

As our Customer Support and Assurance Officer, you will work as a leader in our Customer Experience and Engagement team, ensuring the highest level of customer service is being delivered with every interaction.

This Role Will

• Perform a wide range of administrative tasks, including preparing reports, maintaining accurate internal records, drafting correspondence, and coordinating with internal stakeholders to support operational outcomes.
• Monitor and report on key performance metrics and quality indicators, analysing data to identify service trends, performance gaps, and areas for improvement.
• Contribute to the development, review, and refinement of contact centre processes, procedures, and knowledge resources to support operational consistency and improved outcomes for customers and staff.
• Ensure all administrative and customer service activities comply with departmental procedures, privacy legislation, and customer service standards.
• Support contact centre staff by providing real-time advice across all channels and reviewing interactions to ensure quality and service standards are met.
• Mentor and develop staff through coaching, feedback, and ongoing support to build capability, address knowledge gaps, and foster professional growth.
• Assist in the onboarding, training, and induction of new and existing staff, ensuring consistent understanding of systems, processes, and expectations.
• Promote a culture of continuous improvement by identifying and implementing enhancements to team practices, service workflows, and customer engagement strategies.

You may also have

Benefits and reasons to choose us

Join us and help preserve and protect Queensland's biosecurity.

Salary : A$65,000.00–A$80,000.00

Occupational group

Administration

Seniority level

Not Applicable

Employment type

Full-time

Job function

Information Technology

Industries

Government Administration

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