Join Football Queensland’s Customer Service Team!
Football Queensland is the peak body for football in the state, committed to growing the game and delivering exceptional experiences for players, clubs, and stakeholders. We’re looking for motivated, customer-focused individuals to join our Contact Centre team.
About the Role
As the Customer Service Officer, you’ll be the first point of contact for players, clubs, and stakeholders, providing professional, and timely support.
High-performing candidates may have the opportunity to step into a Team Leader role, mentoring a dynamic team and driving service improvements.
Roles Available
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Full-time – immediate start
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Part-time / Casual – join our 12-month Talent Pool
This is a fantastic opportunity for those seeking stable full-time work or flexible part-time and casual hours, with the chance to develop your career and contribute to the growth of football in Queensland.
Why this Role Matters?
As a Customer Service Officer, you’ll be the first point of contact for players, clubs, and stakeholders, providing timely, accurate, and professional support.
For high-performing candidates with leadership experience or potential, there is also the opportunity to step into a Team Leader role, mentoring a dynamic team and driving improvements in service delivery across Football Queensland.
This role is ideal for candidates who:
- Enjoy problem-solving and delivering excellent customer service.
- Thrive in a fast-paced, collaborative environment
- Want to make a tangible impact on the participant experience.
- Are ambitious and open to leadership growth.
- Are reliable and able to work both independently and as part of a team.
- Have previous customer service or contact centre experience (desirable, but not essential).
Key Responsibilities
Customer Service Officer:
- Respond to customer enquiries via phone and email in a timely, professional manner.
- Build positive, professional relationships with customers, ensuring high satisfaction.
- Resolve issues using knowledge of Football Queensland systems, processes, and procedures, escalating when necessary.
- Identify gaps and opportunities for improvement in customer service processes.
- Collect and analyse customer feedback to provide actionable recommendations.
- Support registration, ITCs, sanctioning, insurance claims, refunds, compliance, event delivery, stock/merchandise management, and other operational areas.
Potential Team Leader:
- Lead, mentor, and support the Contact Centre team.
- Monitor and report KPIs, including response times, resolution rates, and Net Promoter Scores.
- Drive process improvements and service delivery initiatives.
- Support recruitment, onboarding, and training of new team members.
- Act as a point of contact for escalated customer issues.
Key Performance Indicators
- Meet agreed service KPIs including first response times, average resolution times, resolved tickets, and customer satisfaction metrics.
- Achieve objectives outlined in your individual performance and development agreement.
What we’re looking for
- Strong interpersonal and communication skills for engaging with diverse stakeholders.
- Proven customer service focus, attention to detail, and accuracy.
- Self-motivated, able to prioritise tasks effectively, and work independently or collaboratively.
- Proficiency in MS 365 applications (Teams, Word, Excel, Outlook, PowerPoint) and CRM platforms.
- Commitment to continuous improvement and operational excellence.
- Leadership potential, with experience in mentoring or supervising teams highly regarded.
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Must hold, a valid Blue Card (working with children).
What We Offer
- Collaborative, growing team.
- Make a meaningful impact on football in Queensland.
- Career progression opportunities into Team Leader roles.
- Exposure to strategic initiatives and senior management.
How to Apply?
Apply now ‘Quick Apply’ to be considered for current vacancies or to be included in our 12-month talent pool for future opportunities. Alternatively, please email your resume and covering letter to fqhq@footballqueensland.com.au no later than COB on Wednesday, 25 March.
Applicants interested in flexible or reduced hours are strongly encouraged to apply, as suitable candidates may be considered for future part-time or casual opportunities during the next 12 months.
