Davidson are currently partnering with a Queensland Government agency to recruit experienced AO3 Contact Centre Consultants to join a high-performing and fast-paced contact centre environment.
This role is ideal for customer-focused professionals who thrive in a high-volume setting, can confidently manage sensitive and confidential information, and have the resilience to handle complex enquiries while maintaining exceptional service standards.
About the Role
As a Contact Centre Consultant, you will be the first point of contact for a broad range of internal and external stakeholders, providing accurate information and guidance regarding legislative requirements, application processes and compliance-related enquiries.
Working within a structured and performance-driven environment, you will manage a high volume of telephone and written enquiries while ensuring all interactions are handled professionally, accurately and in accordance with legislative and organisational requirements.
- Manage a high volume of inbound telephone and email enquiries from clients and stakeholders.
- Provide accurate, consistent and timely information in accordance with relevant legislation, policies and procedures.
- Obtain, assess and record client information accurately within databases and record management systems.
- Create detailed file notes and maintain accurate records of enquiries and actions taken.
- Escalate complex matters to specialist teams where required.
- Conduct follow-up communications and respond to client enquiries within established service standards.
- Contribute to continuous improvement initiatives and support positive team outcomes.
- Complete administrative tasks and documentation to support operational requirements.
- Maintain confidentiality and exercise sound judgement when handling sensitive information
About You
- Previous experience working within a contact centre, customer service, administration or government environment.
- Strong resilience and the ability to manage challenging or sensitive conversations professionally.
- Excellent multitasking skills with the ability to navigate multiple systems while speaking with customers.
- Strong attention to detail and accurate data entry skills.
- The ability to interpret and apply legislation, policies and procedures.
- Exceptional verbal and written communication skills.
- Strong problem-solving and decision-making abilities.
- The ability to work effectively in a high-volume, KPI-driven environment.
- A commitment to providing outstanding customer service.
Highly Regarded
- Previous Queensland Government experience
- Experience working within compliance, regulatory, licensing, screening or legislative environments.
- Experience handling confidential or sensitive information.
Benefits
- $51.12 per hour + Super
- Brisbane CBD location with easy access to public transport
- Opportunity to gain valuable Queensland Government experience
- Supportive and collaborative team environment
- Structured training provided.
Please apply with current resume in Microsoft Word format only (.doc or .docx), quoting reference JN -062026-43621.
Want to know more about Davidson? Visit us at www.davidsonwp.com
