Senior Advisor

About the Role

The Department of Customer Services, Open Data and Small and Family Business (CDSB) is focused on improving service experiences for Queenslanders, backing small and family businesses, and strengthening government service delivery. In this role, you will help shape operational and financial planning, keep work aligned with audit expectations, support workforce planning and purchasing activities, and contribute to staff performance management and development. You will also help address more complex people management matters by escalating them to the Manager when needed.

Key Responsibilities

As a Senior Advisor, you will be expected to lead and support the Central Business Unit (CBU) across multiple service channels, ensuring resources are used effectively and the team operates cohesively.

• Oversee day-to-day CBU operations across several channels, applying consultative leadership approaches and supporting staff training and development to achieve efficient resource use.
• Assist in preparing operational and financial plans for the CBU while ensuring compliance with audit obligations, including workforce planning and the procurement of goods and services.
• Carry out staff performance reviews, share clear and constructive feedback, and work with employees to create learning and development plans.
• Refer more complex employee relations and people management issues to the Manager, Central Business Unit, as appropriate.
• Coordinate CBU activity across regional and statewide operations to help maintain customer-focused service delivery.
• Analyse data and performance measures to spot trends, evaluate risks and opportunities, resolve operational challenges, and support ongoing improvement.
• Help build team capability through guidance, feedback, and development support that improves individual and group outcomes.
• Use core business systems to assist service delivery, track performance, and generate accurate reports and analysis.
• Support the allocation and use of the casual workforce, including Customer Service Advisors and Driving Examiners, to match operational demand.
• Guide and support staff involved in complaint handling, exemption assessments, and reconsideration decisions, ensuring accuracy and sound judgement.

Additional Information

This vacancy is tied specifically to the Central Business Unit and includes some extra highly desirable duties relevant to that area.

Applications will stay active for 12 months.

Occupational Group

Customer Service / Call Centre