About the role

The Customer Service Officer reports to the Senior Enquiry and Engagement Advisor located in the Communications and Engagement Team.

The primary function of the Customer Service Officer role is to provide frontline telephone support and manage the email intake and screening of all enquiries to the Commission. Utilising the general enquiry procedure, the Officer is required to identify the needs of the enquirer, provide appropriate information on Commission functions, and where appropriate refer the matter internally or provide information on how to access relevant complaints bodies or other services.

The enquiries team respond to a range of different support or information needs, including in relation to regulatory functions, child rights and safety, and concerns relating to child protection, out of home care and youth justice services.

The Customer Service Officer position requires strong customer service skills including excellent telephone communication skills and the ability to remain calm in high pressured situations.  The successful candidate will be required to maintain accurate records and case notes in the case management system, in line with the Commission's records management and reporting requirements.

The successful candidate will also provide administrative support within the Communications and Engagement Team and across the broader Strategy and Engagement Division as required, to assist in the delivery of a variety of projects. This aspect of the role is diverse and dependent on operational demands while managing the core responsibilities of frontline intake service delivery.

About You

As our ideal candidate, you will:

• be motivated and a team player
• have excellent customer service skills and telephone etiquette
• can respond to a wide range of written and verbal enquiries using research, facts, knowledge and experience
• have an understanding, or willingness to learn about issues and systems impacting the rights, safety and wellbeing of children and young people
• demonstrate strong problem-solving skills
• be detail focused and thrive in a fast paced and evolving environment
• have experience and knowledge using a case management system such as Resolve, and Microsoft Office applications such as Outlook, Teams, Word, Excel and PowerPoint

What we can offer you

• Flexible working arrangements.
• A friendly and supportive working environment.
• Training and development opportunities.
• Free access to the building's lifestyle centre including a gym, secure bicycles storage, shower rooms with hair dryers, straighteners, ironing board and fresh towels.

How to Apply

Please include a resume and covering letter.

There will be questions pertaining to a number of the position's Key Selection Criteria to which you are required to respond. There is no need to respond to the selection criteria itself.

The Commission is committed to diversity and strongly encourages people from different backgrounds to apply, including Aboriginal and Torres Strait Islander people, people from different cultural backgrounds, LGBTI+ people and people with disabilities.

The Commission is headed by the Principal Commissioner, Tracy Beaton.

Applications close midnight 22 January 2026