INTERNAL ONLY - CONTACT CENTRE CONSULTANT

Personnel Area: Customer Services

Branch: Library and Customer Services

Salary Range: Band 3: AUD: $79,158.00 to $84,309.00 per annum plus superannuation

(Remuneration stated is for the full-time positions)

Work type: Multiple Temporary 2 year full-time opportunities

Our Business

Brisbane City Council is one of the largest local governments in the Asia-Pacific region and one of the biggest employers in Queensland. We have more than 300 job types across a broad range of service areas, with roles that serve our community. We employ an inclusive and diverse workforce, with great benefits and flexible work options. A job with us offers skill development, career mobility and access to benefits that matter. Brisbane City Council’s Employee Value Proposition focuses on supporting and growing your career whilst ensuring we are passionate in everything we do.  

Our Branch

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. Our Contact Centre is the heart of our Customer Services branch which delivers a range of services to the residents, visitors and businesses of Brisbane.

The Role

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. 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 $79,158 p.a. with 6 monthly increments, based on performance, within the commencement band level
• comprehensive induction training 
• 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 onsite at Chermside 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.

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

Our Contact Centre is based at Chermside with the opportunity to work from home (conditions apply). While staff will not permanently work from home there will be options to balance onsite and work from home providing successful applicants have an appropriate workspace and reliable internet connection at their home. You must however be able to work on site at Chermside as required.

Induction training will commence mid-October at Chermside and will run for 4 weeks with additional on the floor support and ongoing coaching, feedback and development.

What are we 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
• strong computer 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

Benefits of working for Council include:

• flexible working hours, and flexible arrangements
• free gym and wellness centre
• award winning superannuation fund
• generous leave provisions
• competitive salary. 

Benefits of working for Council: CLICK HERE

How to apply:  Click on the 'I’m interested' button to complete your online application. Please upload your tailored resume and covering letter (of no more than one page) demonstrating your suitability to the position. 

This role will require a Criminal History Check.

Please be aware that due to training requirements and on the job support limited leave will be granted in the first 6 months of employment.

*Eligibility for internal only roles includes external applicants who identify as Aboriginal and/or Torres Strait Islander and/or as a person living with a disability. Applicants from these groups are required to complete the diversity and inclusion questions on the application form to enable Council to determine eligibility.

For more information: Please contact Dim Amarandos via dimitrios.amarandos@brisbane.qld.gov.au

People from diverse backgrounds, including those living with a disability and/or Aboriginal and Torres Strait Islander peoples, who may have questions about the recruitment process or working at Council, are encouraged to reach out to the contact above, who can connect you with a member of Council’s Diversity and Inclusion team.

Application Closing Date: Tuesday 19^th August 2025 at 11:55PM AEST

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 has been recognised multiple times with ‘Gold Employer’ status from the Australian Workplace Equality Index for LGBTI inclusion.

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