INTERNAL ONLY - SOLUTION CENTRE CONSULTANT

Personnel Area: Organisational Services 

Branch: Support Services 

Salary Range: Band 4 $82,995.00 - $89,095.00 (Remuneration stated is for the full-time positions) 

Work type: Temporary Full-time 

Duration: 2 positions - 1 to June 2025 & 1 to February 2026

• Do you have a passion to be part of an exceptional team where people matter?
• Do you have great personality that shines through your customer service skills?
• Do you thrive in a fast pace, high volume environment while maintaining service level agreements?

If you answer yes, yes, yes to the above we have the role for you!

Our Branch 

Support Services delivers Council's essential support functions through a centralised model. By streamlining back-office operations, we enable more resources to be dedicated to frontline service delivery. Our team provides comprehensive support across all areas of Council.

The Solution Centre team is part of the Support Services branch. We are a team of 15, which includes 8 telephone consultants who primarily take calls through the HelpPhone on 71111 (options 2 - 5) and also respond to requests logged through MyHelpPortal and Helpzone. 

The team work closely with areas such as: Payroll Services, People and Culture, Procurement, Finance, Corporate Security, Asset Works & Management and Data Reporting & Analysis, as their first point of contact for all employee enquiries across Council. ​​​​​​​

The Role

Solution Centre consultants are the first point of contact for customer service and assistance to Council employees. They use a range of systems including SAP and service management systems to provide support, while maintaining confidentiality and the integrity of sensitive and critical information. 

To be successful you will have:  

• experience in a high-volume customer service environment including conflict resolution, negotiation, and critical thinking skills to resolve complex and sensitive issues
• skilled at quickly building rapport and establishing trust with customers, becoming a trusted advisor
• demonstrated ability in maintaining confidentiality of sensitive information in a work environment
• demonstrated communication and people skills including the ability to communicate effectively with a range of customers and stakeholders
• ability to prioritise under pressure while maintaining attention to detail
• competent keyboard skills and experience in the use of computer-based software and databases with the ability to learn new systems. 

Benefits of working for Council: CLICK HERE 

How to apply: Click on the 'I’m interested' button to complete your online application. Please upload your tailored resume and covering letter (of no more than one page) demonstrating your suitability to the position. 

Working in Council means delivering excellent customer service to the people of Brisbane.  

This role will require a Criminal History Check. 

For more information: Please call Lillian Moriarty on 07 3178 7205 

Closing Date: Sunday 2 February 2024 at 11:55pm AEST  

Brisbane City Council is a multi-award winning accessible and inclusive workplace where our people represent the diverse communities we serve, are supported, and can feel safe. Council has been awarded Employer of the Year at the National Disability Awards and has been recognised multiple times with ‘Gold Employer’ status from the Australian Workplace Equality Index for LGBTI inclusion.

Employees must apply for internal vacancies using one of the following options: 

• While at work signed into the Council network using a Council computer. 
• From home using a Council computer connected to the network. 
• From your home computer using a remote access service e.g., Citrix Workspace, office.com. 
• On your mobile device using the SharePoint app. 

Note: You need multifactor authentication (MFA) to access from your home computer or personal mobile device. 

#LI-DNI