Principal Advisor – Customer Service Operations

About the role

The Department of Customer Services, Open Data and Small and Family Business is seeking an experienced Principal Advisor to lead strategic improvement of its Customer Service Operations. You will shape initiatives, service level agreements and new functions that enhance the delivery of registration and licensing services.

Key responsibilities

• Identify, design and implement strategies, initiatives and service level agreements to continuously improve the Customer Service Operations business unit.
• Analyse existing work, people, tools and processes to recommend enhancements.
• Develop and maintain effective relationships with internal and external stakeholders, acting as a central point of contact for information exchange.
• Provide advice and support to customers on products and services, including handling complaints.
• Oversee a skilled team, managing administration and decision‑making processes related to registration and licensing services.
• Prepare complex reports, briefing notes, submissions and correspondence for senior and executive management.

Required profile

• Demonstrated ability to communicate clearly and build strong working relationships.
• Proven experience preparing high‑quality, complex reports and documentation.
• Strategic thinker with a track record of developing and implementing new initiatives.
• Leadership experience, including coaching, performance management and guiding professional growth.
• Strong analytical and decision‑making skills aligned with organisational objectives.

Required skills

• Experience with TICA, TRAILS and Service Centre Operations products and services.
• Familiarity with the Transport Information, Policy & Procedures System (TIPPS).

What we offer

• Flexible working options.
• Competitive salary and benefits.
• Generous leave entitlements.
• Opportunity to make a meaningful impact for Queenslanders.