About QBCC
The QBCC is Queensland's independent building and construction regulator, dedicated to educating, protecting and supporting both the industry and the community. Through fair, transparent and accountable regulation, the QBCC helps build confidence and strengthens one of Queensland's most vital industries.
The QBCC is shaping a workforce that is inclusive, high performing and future ready. By fostering equity, diversity and wellbeing, and by creating safe and supportive workplaces, the Commission is ensuring its people can thrive while delivering outcomes that matter for industry and the community.
About the role
As a Customer Service Officer at QBCC, you will play a key role in delivering exceptional customer service and providing advice on a wide range of building-related matters, including licensing, dispute management and general enquiries. You will assist customers in navigating QBCC's services, policies and legislation while maintaining current knowledge through continuous training and quality assurance. Additionally, you will support community engagement through marketing, educational events and face-to-face customer service.
This role is office-based and therefore working from home options are unavailable, work hours are between 9am-5pm Monday to Friday.
About You
To succeed in this role, you will bring:
Demonstrated high-level customer service skills with a strong focus on positive outcomes
Ability to interpret complex legislation and policies and communicate them clearly in plain language
Excellent face-to-face communication and interpersonal skills including the ability to listen to customers
Proven experience in managing and resolving customer complaints while effectively setting and maintaining expectations.
Good organisational and administrative skills, with the ability to follow processes, manage multiple tasks and maintain accurate records.
The following will be highly regarded:
Knowledge of QBCC legislative framework, policies and procedures
Salesforce knowledge and experience
Possess a 'C' drivers licence
Front counter experience
How to Apply
Read the attached position description and then submit your resume, ensuring you have included the names and contact details of two referees, it is preferable to include your current and previous supervisor. You will also need to submit a cover letter (maximum of two pages) outlining your skills, experience and knowledge and how they align to the position description. In your cover letter please respond to these questions:
Describe a situation where you had to communicate sensitive information to a range of customers. How did you tailor your communication style to ensure they understood the information and what steps did you take to confirm their understanding?
You are working on the front counter where you are required to process information across multiple systems. At the same time, a new system or process change is being introduced which impacts your workflow. In your cover letter, please outline how you would manage competing priorities, adapt to the change and continue to contribute positively to customer service delivery.
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.This work is licensed under a Creative Commons Attribution 3.0 Australia License.
