Client Service Officer – 24/7 Contact Centre

About the role

Join Policelink, the 24/7 contact centre supporting the Queensland Police Service. As a Client Service Officer you will handle urgent and non‑urgent enquiries, using strong communication and problem‑solving abilities to help keep Queensland safe.

Key responsibilities

• Provide prompt, courteous client service via telephone, email and intranet in line with service standards.
• Assess each call, assign the correct priority code and route to the appropriate resolution.
• Identify client needs through effective questioning, negotiation and conflict management.
• Record offence and intelligence reports accurately to support the QPS Prevention Together Strategy.
• Apply the SOLVE demand‑management framework to request police resources for incident response.
• Adhere to information security procedures to protect sensitive data.
• Develop positive relationships with internal and external stakeholders.
• Contribute to continuous improvement of customer service standards and business processes.

Required profile

• Willingness to work a 24‑hour, 7‑day roster totaling 36.25 hours per week, with shift penalties.
• Completion of a 20‑week training program and satisfactory performance assessment.
• Resilience to handle exposure to sensitive or traumatic material; access to Employee Assistance Program.
• Ability to maintain confidentiality and uphold information security standards.

Required skills