APS4 Senior Service Support Officer 12-month contract Brisbane-based Full-time, with flexible working arrangements The Role: Our Federal Government client is seeking a proactive individual to join a fast-paced, client-focused contact centre environment. This role plays a key part in delivering high-quality support services to clients and stakeholders, acting as both a frontline service provider and a senior escalation point within the team. Key Duties: Provide frontline telephony support, managing initial contact with clients and stakeholders. Deliver timely, accurate responses to enquiries via phone and online channels. Manage appointments, data entry, and client records across multiple systems. Monitor queues and support efficient workflow and service delivery. Act as an escalation point for team members, providing guidance and resolving complex queries. Support team performance through process knowledge, coaching, and peer assistance. Assist in identifying process improvements and enhancing service quality. Contribute to training activities, including supporting learning and development initiatives. Maintain compliance with service standards, KPIs, and rostered schedules. Key Capabilities: Strong communication and interpersonal skills. Demonstrated experience in administrative or contact centre roles, ideally in a healthcare, mental health, or wellbeing setting. Confidence using multiple IT systems simultaneously. Ability to prioritise, problem-solve, and support others in real time. A collaborative mindset and commitment to positive team culture. Adaptability and resilience when handling sensitive or complex client interactions. How to Apply To apply, click the Apply Now button and send your up-to-date resume, for a confidential discussion call us now on 02 5119 3133. Applications received after submission may be considered for similar roles. If this job isn't quite right for you but you are looking for a new position, please contact us for a confidential discussion on your career. Reference number: 1720728 Profession:Government, Emergency Services & DefenceFederal Government Company: Onpoint 365 Date posted: 14th May, 2026
