The Senior Advisor leads the delivery of quality customer service and works with the manager to drive a high-performance culture within the QGAP. To be successful in the role, we are looking for a leader who is empowering, supportive, disciplined and creative, and has the proven ability to quickly and effectively resolve conflict. This role is required to lead QGAP staff and supervise the QGAP in general, as well as use effective people performance management and workplace health and safety practices to motivate their team. A demonstrated ability to analyse complex issues and resolve problems in a timely manner is essential to success in the role.

Accountabilities include:

• Lead and manage the operations of the Queensland Government Agency Program (QGAP), continually monitor performance standards and achievements of the QGAP and take action to ensure effective operations are maintained.
• Provide a quality service to customers and resolve specific customer issues in an efficient and appropriate manner, including the provision of quality administrative support to visiting judicial officers.
• Be the first point of contact for the escalation of customer concerns and complaints, through a variety of communication channels, in a professional and timely manner.
• Contribute to the development of operational and financial plans for the QGAP.
• Conduct performance assessment processes with staff including providing feedback on work and behavioural performance. Develop learning and development programs with staff. Refer more complex people management matters to the Manager (Customer Service Centre) as required.
• Provide expert advice and interpretation to staff and customers on policy and procedures within a wide legislative and system framework.
• Develop and maintain comprehensive knowledge of required services to be able to perform service interactions including procedures, processes, and customer channel options.

*Manage the QGAP in the absence of the Manager.

This role reports to the Manager.

Applications to remain current for 12 months.
Job Ad Reference: QLD/676102/26
Closing Date: Monday, 2 February 2026