Customer Service Officer, Employment, Small Business and Training

Join a dynamic team within the Department of Trade, Employment and Training as a Customer Service Officer. In this role, you'll play a crucial role in providing high quality customer service, advice and guidance to our customers and stakeholders. You'll navigate multiple customer communication channels to deliver personalised, solution-oriented guidance that addresses each customer's unique needs. The DTET Customer Centre connects Queensland's training and business communities with essential resources and support. Our team of Customer Service Officers combines expertise with care to make complex departmental processes accessible. We provide clear guidance to help customers reach their objectives while upholding quality service and meeting compliance obligations.

As a Customer Service Officer, you will

• Deliver personalised advice on apprenticeships, traineeships, and departmental programs, ensuring positive customer experiences and compliance with privacy laws.
• Manage and document customer enquiries using departmental systems, while contributing to service excellence through quality control and continuous improvement initiatives.
• Collaborate with internal teams and external stakeholders to handle complex enquiries and deliver seamless, solution-focused customer support.
• Interpret and apply legislation, policies, and procedures to support Vocational Education and Training (VET) and small business initiatives.
• Assist with operational tasks, including state-wide mailroom management and historical record services, to support departmental deliverables.

What we are looking for

The position requires an applicant who can:

• Interpret and apply legislation, policies, and procedures to provide accurate, tailored advice and ensure compliance.
• Communicate clearly across all channels to address customer needs and deliver positive service experiences.
• Adapt confidently to new systems and technologies with strong digital fluency.
• Build strong relationships to achieve positive outcomes for customers and colleagues.
• Excel in dynamic environments, balancing business priorities while maintaining service excellence and compliance. Refer to the Role Description for a full list of responsibilities and what we are looking for.

How to apply

To apply, please submit the below via the SmartJobs application page:

To enable us to assess your suitability, your applications should:

1. Tell us about your skills:

• Your current resume detailing your previous work or voluntary experience including two referees who have a thorough knowledge of your conduct and performance over the past 2 years, or an appropriate period.
• We will use your resume to assess how well you meet 'What are we looking for' statements.

1. Tell us about you:

• Provide a short statement (of no more than one page) telling us why you are interested in this role and outlining what your motivation is to join us.
• This should not be a restatement of your resume and does not require you to address the 'What are we looking for' statements. The short statement is your opportunity to tell us about yourself, what you will bring to the role and what you will get out of it.

Please ensure you refer to the Role Description 'Interested in applying' section for more information on what to include as part of your application.

We're committed to appointing the best-suited person for each role. This includes considering equity, diversity, respect, and inclusion needs within our agency. We believe that these elements are essential for the success of our team, and we strongly encourage applicants from diverse backgrounds to apply. If you require any reasonable adjustments to fully participate in the recruitment process, please do not hesitate to reach out to the designated contact for the vacancy.

Applications to remain current for 12 months.
Job Ad Reference: QLD/638929/25
Closing Date: Friday, 6 June 2025