Customer Service Officers (Contact Centre)

Job Location: Brisbane CBD & Inner Suburbs
Employer: TactiCall Recruitment Services
$65,040 p.a. plus 14% super + great benefits

  • Multiple Full-Time Permanent positions
  • Strong service and achievement focus required
  • Comprehensive training and ongoing support

Do you have a passion for Brisbane and a desire to deliver exceptional service at every opportunity?

Would you like to know what it is like to work for a multiple award winning team and support our community?

Do you strive to achieve excellent results and achieve personal targets while contributing to team success?

For over 25 years Brisbane City Council’s multi-channel Contact Centre has built an outstanding reputation as an award winning operation with a wide range of talented individuals working as part of a larger team to support our customers.  

The Contact Centre enjoys an enviable, global reputation for providing exceptional service to residents, businesses, and visitors. As a result of continued growth, we are now seeking multiple customer service professionals to join our team. 

These are genuine opportunities to work with a fantastic team who continue to innovate and develop to achieve outstanding success.

What will you be doing?

The role involves managing inbound calls and occasional outbound contact supporting customers in a high volume, multi-channel environment. The role will see you providing information, actioning work requests and resolving complaints in a complex environment of regular change.

This is a dynamic environment of regular change that will provide long term opportunities to work across multiple service delivery channels over a period of time. This will include providing service in a counter environment (face to face) and via digital channels (chat, social media and more). We strive to achieve results that balance customer and organisational needs in a supportive team environment.

What is on offer?

  • a commencement base salary of $65,040 p.a. with 6 monthly increments, based on performance, within the commencement band level
  • comprehensive induction training 
  • exceptional superannuation benefits including a 14% employer contribution
  • the option to have a rostered day off every fortnight after induction training 
  • generous leave provisions
  • work from home options*
  • regular feedback and development and long-term career opportunities

* Please note staff are required to also work on site (Chermside or Yeerongpilly) at times in a hybrid model.

When and where will you do it?

Most shifts are initially rostered between 6.30am and 6.30pm Monday to Friday, however, you may be required to work outside of these hours. Rosters are provided 6 weeks in advance for a 4-week block. 

The Contact Centre operates 24 hours per day, 7 days per week to support our customers and our team members are all required to participate in an on-call emergency event roster across these operating hours. 

We have 2 Contact Centre sites and an operational team based in the City plus the opportunity to work from home (conditions apply). Our main Contact Centre sites are located at Chermside and Yeerongpilly. Whilst we endeavour to place you in your site of preference, you should be prepared to work from either of our suburban sites if required. While staff will not permanently work from home there will be options to balance on site and work from home providing successful applicants have an appropriate workspace and reliable internet connection at their home. 

Induction training commences 7 February 2022 at our Chermside site and will run for 4 weeks with additional on the floor support and ongoing coaching, feedback and development.

What we are seeking?

  • a stable work background with experience in providing quality customer service in a high volume, complex customer service environment
  • a commitment to your own performance and achieving the objectives and key performance indicators for the role
  • well-developed communication and interpersonal skills and the ability to maintain effective working relationships with all stakeholders.
  • strong team skills
  • exceptionally good PC and systems skills
  • a positive customer focused attitude
  • the willingness to receive, embrace and act on feedback
  • high levels of resilience and the ability to work autonomously
  • a self motivated, reliable and conscientious approach to your work and continuous improvement

Please be aware that due to training requirements and on the job support no leave will be granted in the first 6 months of employment.

How do you apply?

While these positions commence early February 2022 the recruitment process will be concluded prior to Christmas 2021 to allow ample notice periods for successful applicants – so do not wait act now.

If this sounds like you, please click the apply link and ensure you attach an up-to-date resume and complete all contact details including your email address for a prompt acknowledgement of your application. Reference No. JO-2111-4595

Please only use the apply link, applications will not be accepted via any other channels at this time.

Closing date midnight Friday 3 December 2021.

To apply you must have unlimited, full permanent working rights in Australia.

Due to the requirements of this role, a criminal history check will be undertaken on preferred applicants. A criminal history does not necessarily preclude an applicant from appointment. Applicants may also be required to undertake a pre placement Medical Assessment.

Brisbane City Council is a multi-award winning accessible and inclusive workplace where our people represent the diverse communities we serve, are supported and can feel safe. Council has been awarded Employer of the Year at the National Disability Awards and since 2018 has been recognised with ‘Gold Employer’ status from the Australian Workplace Equality Index for LGBTI inclusion.

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