Officer – Customer Support (Contact Centre)

WHO ARE WE

At Football Queensland, our vision is for football across the state to be united – to be the game of choice, for all, for life.

As the governing body for football in Queensland, we are dedicated to developing and growing the game at all levels. We lead and support our clubs, volunteers, coaches, referees, and stakeholders to deliver exciting and inclusive football experiences – anytime, anywhere.

We also proudly manage player development pathways and deliver premier football competitions across the state to ensure quality and opportunity for everyone involved.

Whoever you are, whatever your age, wherever you’re from, whatever your story – football has the power to inspire and unite us all.

Primary Purpose of Role

The Officer – Customer Service (Contact Centre) is responsible for delivering outstanding customer service and support to players, participants, clubs, and stakeholders of Football Queensland. As part of the newly established Corporate Services team, this role plays a key part in ensuring all interactions – regardless of geography or football discipline are managed in a consistent, professional, and efficient manner.

The Officer will provide timely, accurate and effective information and assistance across multiple channels, contributing to a high-quality customer experience that is simple, convenient, and reliable. The role demands strong initiative, the ability to work independently, and excellent communication skills. A friendly, responsive manner and unwavering attention to detail and accuracy are essential for success in this position.

Key Areas of Responsibility

The Officer – Customer Service (Contact Centre) will be responsible and accountable for the following:

• Act as the first point of contact for all customer enquiries and support tickets, handling queries via phone and email with efficiency and professionalism.
• Build and maintain positive relations in all customer interactions, ensuring a friendly, solutions-focused approach and prioritising customer satisfaction.
• Apply thorough knowledge of systems, processes, and operational practices to resolve enquiries, document interactions, and escalate unresolved issues where appropriate.
• Identify and report gaps, issues, or opportunities for improvement within Football Queensland’s customer service systems and processes.
• Gather and analyse customer feedback and service data to provide insights and recommendations for continuous improvement.
• Support the delivery of key services – including registration, ITCs (International Transfer Certificates), sanctioning, insurance claims, and refunds – while maintaining confidentiality and compliance with privacy and legislative requirements.
• Provide flexible, cross-functional support to other Football Queensland business units as needed, which may include assistance with compliance, data entry, event delivery, stock and merchandise management and other operational tasks.

Key Performance Measures

Success in this role will be measured through clearly defined performance objectives and business goals, which will be regularly reviewed as part of a performance and development plan.

Key performance indicators (KPIs) include:

• Timely and effective first response to customer enquiries
• Efficient resolution of support tickets within agreed timeframes
• Volume of resolved tickets and support requests
• Customer satisfaction and experience, measured via Net Promoter Score (NPS)
• Active contribution to service improvements and operational efficiency

These measures will help track your performance, identify development opportunities, and support your career progression within Football Queensland.

What You’ll Bring

To succeed in this role, you’ll bring a mix of technical skills, personal attributes, and a strong customer service mindset, including:

• Excellent interpersonal and communication skills, with the ability to engage effectively across a diverse range of stakeholders
• A genuine commitment to delivering high-quality customer service
• Stong organisational and time management skills, with the ability to prioritise competing tasks and work under pressure
• Initiative and the ability to work independently, take ownership of tasks, and drive outcomes with minimal supervision
• High attention to detail and accuracy in all work
• Proficiency in Microsoft 365 (including Teams, Word, PowerPoint, Outlook, Excel), and familiarity with Customer Relationship Management (CRM) platforms
• A collaborative mindset with the ability to work both independently and as part of a high-performing team
• A continuous improvement focus, with the ability to critically review processes and suggest enhancements
• A proactive, can-do attitude and a strong team player ethos
• Possession of a current Blue Card (Working with Children)

Major Interactions

In this role, you will work closely with a range of internal stakeholders to ensure effective service delivery and collaboration across the organisation. Key interactions include:

• Senior Officer – Customer Service Team Leader
• Senior Manager – Corporate Services
• Senior Officer – Programs
• Other Football Queensland departments, as required
• Football Queensland Regions and external stakeholders across the football community

These interactions are essential to maintaining consistency in customer service delivery and ensuring alignment with broader organisational goals.

Other Information

Core working hours: 9:00am to 5:00pm

Office-based role requiring consistent availability Monday to Friday

HOW TO APPLY

Please submit your application by clicking ‘Quick Reply’ OR alternatively, submit a brief cover letter outlining your experience and interest in the role, along with a current CV, to fqhq@footballqueensland.com.au

Applications Close: Sunday, 2 November