About the Organisation Join a respected Government division committed to responsible service delivery and fair outcomes for the public. The team operates in a structured, policy‑led environment and is strengthening frontline capability to meet rising demand and evolving community expectations. You'll be part of a professional contact centre function that values accuracy, empathy and accountability across every interaction. The culture is grounded, service‑oriented and supportive. You'll have clear processes to follow, access to training, and leaders who want you to succeed. It's an environment where doing the right thing - reliably and respectfully - matters. About the Role As a Customer Service Consultant, you'll be the first point of contact for enquiries across phone, email and digital channels, providing timely information and practical guidance within established policies and procedures. Handling inbound enquiries with professionalism, empathy and clear communication Navigating knowledge articles, systems and scripts to provide accurate information Managing case notes, records and follow‑ups to a high standard of detail Triaging issues, lodging requests and escalating matters in line with guidelines Meeting service levels across quality, responsiveness and compliance Identifying opportunities to improve the customer experience and reduce repeat contacts Working collaboratively with colleagues and leaders to resolve complex enquiries Upholding privacy, confidentiality and security obligations at all times About You Proven experience in customer service (contact centre, government or regulated services ideal) Excellent verbal and written communication with a calm, professional manner Strong attention to detail with disciplined record keeping Confident working with multiple systems, knowledge bases and workflows Able to follow policy and process while exercising sound judgement Team‑oriented, reliable and comfortable in a metrics‑driven environment Availability to work rostered shifts (within standard operating hours) as needed If you're motivated by helping people and want to build your career in a professional, policy‑led environment - this is a great step. Ready to make an impact? Apply now or reach out for a confidential discussion with Raelene Horn at Mane Consulting.
