About Football Queensland

Football Queensland (FQ) is the governing body for football in Queensland and is responsible for the development, promotion and administration of the game across the state.

As part of our commitment to delivering exceptional service to the football community, we are seeking a motivated and customer-focused Officer – Customer Service (Contact Centre) to join our Corporate Services team based at Meakin Park, Slacks Creek.

This is an exciting opportunity to become the first point of contact for players, participants, clubs and stakeholders, helping to ensure every interaction with Football Queensland is positive, professional and effective.

About the Role

Reporting to the Senior Officer – Customer Service Team Leader, you will play a key role in delivering high-quality customer service and support across a wide range of enquiries. As Football Queensland does not operate a dedicated reception function, this role plays an important front-line customer service role in welcoming and assisting visitors to our office while delivering timely, accurate and professional support.

You will manage phone and email enquiries, resolve customer issues, maintain accurate records within our CRM system and support a range of operational activities that contribute to service delivery across Football Queensland.

This role suits someone who enjoys helping people, thrives in a fast-paced environment and has exceptional attention to detail.

Key Responsibilities

- Act as the first point of contact for customer enquiries and support via phone, email and in-person walk-in visitors
- Manage high volumes of inbound calls and support requests
- Resolve customer enquiries at first point of contact wherever possible
- Create, update and manage enquiries within Microsoft Dynamics CRM




- Escalate complex enquiries to the appropriate business area
- Accurately record customer interactions complaints and outcomes
- Support participant registration, insurance claims, refunds and related processes
- Analyse customer feedback and identify opportunities for service improvements
- Assist business units with operational administration and service delivery activities
- Maintain confidentiality and comply with privacy and legislative obligations

About You

- To be successful in this role, you will demonstrate:
- Outstanding customer service skills and a genuine desire to help others
- Strong verbal and written communication skills
- The ability to manage competing priorities and high enquiry volumes
- Excellent attention to detail and accuracy
- Strong computer literacy across Microsoft 365 applications
- A proactive and solutions-focused approach
- The ability to work independently and collaboratively within a team
- A commitment to continuous improvement and delivering quality outcomes

Desirable Experience

- Previous contact centre, call centre or customer service experience
- Experience using Microsoft Dynamics CRM or similar systems
- Experience within sport, recreation or membership-based organisations
- Sports administration experience

Why Join Football Queensland?

- Be part of a passionate team supporting football across Queensland
- Work in a collaborative and supportive environment
- Contribute to improving the experience of players, clubs and participants
- Opportunities for professional development and growth
- Make a meaningful impact within Queensland’s largest participation sport

Requirements

Applicants must hold a current Blue Card (Working with Children Check.

How To Apply?

Upload a cover letter, together with your current Resume by clicking “Quick Apply”.

Applications close at 11:59PM on Tuesday 29 September.

📌 Officer – Customer Service (Contact Centre) (Slacks Creek)
🏢 Football Queensland
📍 Slacks Creek