AO3 Contact Centre Consultant

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