Client Service Officer

Looking for a career that makes a real impact on community safety? Join Policelink, a 24/7 contact centre supporting Queensland Police Service. You'll manage urgent and non-urgent enquiries, using your communication, client service, and problem-solving skills to help keep Queensland safe. With over 2 million contacts annually, every day is different. Be part of a passionate team of 380+ civilian staff and Police Officers working together to keep our community safe and feeling safe. Refer to role description for more information.

Looking for a career that makes a real impact on community safety? Join Policelink, a 24/7 contact centre supporting Queensland Police Service. You'll manage urgent and non-urgent enquiries, using your communication, client service, and problemsolving skills to help keep Queensland safe. With over 2 million contacts annually, every day is different. Be part of a passionate team of 380+ civilian staff and Police Officers working together to keep our community safe and feeling safe. Training starts 20 April 2026 and runs until 18 September 2026—availability during this period is essential. Ready for a career with purpose? Apply now

Your Key Accountabilities
The core capability requirements for this role are:

• Provide prompt, consistent and courteous client service via telephone, email and intranet in line with Service and Policelink policies and standards.
• Be an agile communicator and apply critical thinking to ensure each call is directed to the correct resolution type and assigned the correct priority code.
• Identify and manage client needs in a timely manner via effective questioning, negotiation, and conflict management in accordance with relevant service benchmarks.
• Support the QPS Prevention Together Strategy through accurate recording of offence and intelligence reports and dissemination to the relevant Districts.
• Application of the Queensland Police Service demand management framework (SOLVE) to request allocation of Police resources for incident response.
• Adhere to information security procedures to safeguard the confidentiality and integrity of sensitive information.
• Develop effective working relationships with internal and external stakeholders and contribute to a positive workplace culture.
• Apply problem solving and analytical skills to maintain and improve customer service standards and to contribute to Policelink business improvement and business goals.
• Contribute to the development and implementation of improved work practices.

Role Requirements
Mandatory

• Appointees will be expected to participate in a 24-hour,7-day roster with work equating to 36.25 hours per week. Shift penalties apply. Initial appointment will be on a temporary basis whilst the appointee undergoes a training course of 20 weeks duration. Subject to satisfactory completion of the training program, including assessment of performance, behaviour and conduct. The appointment will then then be affirmed.

Other

• Through the nature of your work in this role, you may be exposed directly or indirectly to sensitive matters and materials which could lead to vicarious trauma. We support employees who are impacted by their work through the availability of the Employee Assistance Program (EAP).
• You should consider the above information and your personal resilience and coping strategies to sustain working in environments that may expose you to traumatic events and/or material. Please refer to the Policelink Applicant Kit for further information on how to apply for the Client Service Officer role.
• Multiple Positions Available **

Applications to remain current for 12 months.

Job Ad Reference: QLD/673943/25
Closing Date: Friday, 9th January 2026
Occupational group
Customer Service/Call centre