The Townsville Customer Service Centres team within the Department of Customer Services, Open Data and Small and Family Business is seeking four permanent fulltime and two temporary full-time Customer Service Advisors (Cross-Channel) to join our high-performing team.

In this customer-focused role, you will deliver a wide range of government products and services through multiple channels, ensuring positive experiences for every customer. Working in a fast-paced environment, you will collaborate with colleagues to provide professional advice, resolve enquiries and support continuous improvement initiatives that enhance service delivery.

We are looking for adaptable and solutions-focused individuals who can think creatively, communicate effectively with diverse customers and stakeholders, and build positive working relationships.

The Townsville Customer Service Centres team within the Department of Customer Services, Open Data and Small and Family Business delivers a wide range of products and services through multiple channels, ensuring a positive customer experience. The team also supports the development of customer service functions by piloting initiatives aimed at continuous improvement.

As a key member of this team, you will work collaboratively to deliver these services and contribute to enhancing the customer experience through innovative service delivery initiatives.

You will be able to recognise and apply creative solutions to problems as they arise, be sensitive to organisational issues and be able to work as a member of a team and communicate clearly with a wide range of clients in writing and in person

Your Responsibilities

As the Customer Service Advisor (Cross Channel), you will:

- Deliver government services including licensing,



registration and other products, through a variety of communication channels to enable customers to complete their requests in an efficient and effective manner.
- Develop and maintain comprehensive knowledge of procedures, processes and required services to be able to perform service interactions across various customer channels.
- Effectively navigate multiple systems and databases to conduct operational and administrative tasks to support productive service delivery. For example, collect and remit monies associated with transactions, reconcile banking and daily remittances for staff.
- Assess customer needs and provide appropriate information and direction to appropriate service channels, including referring customers to other service specialist and locations, where appropriate.
- Work collaboratively as an effective team member to achieve key team and individual performance targets, supporting and participating in team activities and assisting to meet team objectives.

IN RETURN WE OFFER A RANGE OF BENEFITS WHICH INCLUDE We celebrate diversity in creating a workplace culture that is built on respect, dignity and fairness.

- A competitive remuneration package including Employer Superannuation contributions up to 12.75%
- Five weeks annual leave and annual leave loading of 14%
- Salary packaging arrangements
- Learning and development opportunities
- Access to study assistance
- Wellness Program
- Employee Assistance Program
- Work/life balance, variety and flexibility

Please refer to the role description for further information. Applications will remain current for 12 months.

Job Ad Reference: QLD/703340/26

Closing Date: Tuesday, 20 October 2026

Occupational group Customer Service/Call centre

📌 Customer Service Advisor (Cross-Channel) (Townsville)
🏢 Department of Customer Services, Open Data and Small and Family Business
📍 Townsville