Job Description

About the Role

We are seeking a confident customer-focused Contact Centre Officer to be the first point of contact for our participants, clubs and stakeholders.

In this fast-paced role, you will manage a high volume of inbound calls, provide accurate information, triage enquiries and resolve customer issues at first point of contact wherever possible. You will also create and manage support requests within our CRM system to ensure all participants are tracked and resolved efficiently.

This is an ideal opportunity for someone with contact centre experience who enjoys speaking with customers, solving problems and working in a KPI-driven environment.

Key Responsibilities

Customer Contact

• Handle high volumes of inbound customer calls
• Provide accurate information and support
• Identify customer needs and determine appropriate solutions
• Resolve enquiries at first point of contact where possible
• Create and manage enquiries within Microsoft Dynamics CRM
• Escalate complex matters when required

Contact Centre Operations

• Manage call queues and minimise wait times
• Maintain accurate records of all customer interactions
• Update customer information with CRM systems
• Monitor open enquiries and ensure timely follow up
• Contribute to achieving team KPIs and service levels

Administrative support

• Respond to customer enquiries as required
• Assist with basic processing activities
• Support internal teams through ticket management and information gathering

About You

Essential

• Previous contact centre, call centre or customer service experience
• Strong verbal communication skills
• Ability to manage high volumes of customer interactions
• Experience using CRM systems
• Strong problem-solving skills
• Ability to work in KPI-driven environments

Desirable

• Experience with Microsoft Dynamics CRM
• Sports administration experience
• Experience in membership-based organisations

You must hold a current Blue Card (Working with Children Check) or be willing to obtain one before commencing.

Performance & Success Measures

Success in this role will be measured against key service KPIs, including:

• First response times
• Average resolution times
• Resolved enquiries/tickets
• Net Promoter Score (NPS)

You will be supported through a performance and development framework with clear goals, regular feedback and opportunities for growth.

About Us

At Football Queensland, we are passionate about growing and supporting the world game across our communities. As the governing body for football in Queensland, we work collaboratively with clubs, participants, and stakeholders to deliver inclusive, high-quality football experiences at every level — from grassroots participation through to elite pathways.

Our organisation is committed to fostering a positive, safe, and professional environment where players, volunteers, and staff can thrive. We play a critical role in administering competitions, supporting club development, and ensuring the integrity and sustainability of the game across the state.

With a strong focus on innovation, service delivery, and community engagement, Football Queensland continues to evolve to meet the needs of the modern football landscape. Our team is driven by a shared purpose: to unite and inspire our community through football.

Joining Football Queensland means being part of a values-driven organisation that is committed to excellence, collaboration, and making a meaningful impact in communities across Queensland.

How to Apply

If you thrive in a fast-paced environment and enjoy delivering excellent customer service over the phone, we'd love to hear from you.

Click "Quick Apply" and submit your resume along with a brief cover letter outlining your suitability.

Applications Close: Tuesday, 14 July