Customer Service Officer

We are seeking Customer Service Officers (AO3) with call centre background.
Join a fully office-based role with our State Government client.
A 3 month contract with potential contract extensions.
Hudson is proud to be partnering with a State Government client within the Regulatory Standards & Support Department to recruit for the position of Customer Service Officer (AO3).

?? Location: West End, Queensland | State Government Client – Regulatory Standards & Support Department – Fully Onsite Role
?? Anticipated Duration: 3 months with potential for extension
?? Start Date: 17th March 2025
?? Pay: $49.40 per hour + Super
? Anticipated Hours: approx. 38 hours per week

About the Role
As a Customer Service Officer (AO3), you will be the first point of contact for customers, delivering high-quality support and information across various channels. You will play a key role in ensuring a seamless customer experience, handling enquiries, processing applications, and providing guidance in accordance with State Government policies, procedures, and regulatory standards.

This is a fantastic opportunity to work within a fast-paced, customer-focused team and contribute to an organization committed to excellence in public service and regulatory compliance.

?? Contact Centre Operations & Expectations

Inbound call centre environment handling 500-800 calls per day.
Working towards Key Performance Indicators (KPIs).
Average Handling Time (AHT): 7 minutes per call.
Regular quality checks, attendance monitoring, and performance tracking.
Comprehensive training provided to set you up for success.
100% Onsite role.
?? Roster & Availability

The Contact Centre operates Monday to Friday from 8:15 AM to 5:00 PM.
CSOs are scheduled on a rotating roster.
CSOs rostered to finish at 5:00 PM must remain available until the queue is cleared.

Key Responsibilities
? Customer Service & Support
Respond to customer enquiries via phone, email, and in person.
Provide accurate information and guidance on regulatory standards, government policies, and department procedures.
Process applications, forms, and requests efficiently.
Assist customers with troubleshooting issues and escalating complex queries.
? Administration & Data Management
Maintain accurate records and documentation in customer management systems.
Process transactions, payments, and customer updates in accordance with policies.
Generate reports and contribute to service improvements.
? Compliance & Performance
Ensure adherence to legislation, regulations, and internal procedures.
Work towards KPIs, including call handling time and quality checks.
Identify opportunities for service enhancements and contribute to process improvements.
Work collaboratively with internal teams to enhance customer experience.

Selection Criteria
?? Essential:
?? Previous experience in a customer service role, preferably within government, regulatory, or a compliance-focused industry.
?? Strong communication and interpersonal skills, with the ability to interact with a diverse customer base.
?? High attention to detail, ensuring accuracy in processing and record-keeping.
?? Proficiency in Microsoft Office and customer management systems (CMS/CRM).
?? Ability to work independently and within a team, handling multiple tasks in a fast-paced environment.
?? Strong problem-solving skills, with the ability to interpret and apply government policies, procedures, and regulatory standards.

?? Desirable:
? Experience working in a contact center or frontline customer service environment.
? Knowledge of Queensland Government policies, procedures, and regulatory compliance frameworks.

Why Join?
This is an exciting opportunity to be part of a dynamic and supportive team, providing essential services to the community while ensuring compliance with regulatory standards. You will gain valuable experience in public sector customer service, with opportunities for professional development and career progression.