Customer Service/Experience Officer

About the Role

We are seeking a highly organised and customer-focused Customer Service/Experience Officer to join our team. This role is responsible for delivering efficient and professional customer support through the management of support tickets, shared inboxes and service processes.

You will play a key role in processing customer requests and supporting a range of operational activities, including registrations, transfers, insurance claims, sanctions, refunds and general customer administration. This position is ideal for someone who thrives in a fast-paced environment, enjoys managing workflows, and takes pride in resolving customer enquiries accurately and efficiently.

Key Responsibilities

Customer Service Processing

• Manage shared customer service inboxes and incoming enquiries
• Process customer request in a timely and accurate manner
• Maintain accurate and up-to-date customer records
• Manage support tickets within Microsoft Dynamics CRM
• Ensure all service requests meet agreed service standards

Operational Processing

• Provide support in competition enrolment access
• Process International Transfer Certificates (ITCs)
• Manage refunds and de-registrations
• Support event sanctioning processes
• Assist with academy onboarding and compliance activities

Stakeholder Support

• Liaise with clubs, participants and internal stakeholders
• Provide updates on outstanding enquiries
• Follow up incomplete applications and requests
• Ensure customer issues are resolved efficiently and professionally

About You

Essential

• Experience in customer service or administration
• Strong written communication skills
• High attention to detail and accuracy
• Ability to manage competing priorities and work queues
• Experience using CRM systems
• Strong organisational and time management skills

Desirable

• Experience with Microsoft Dynamics CRM
• Membership or registration administration experience
• Claims processing experience
• Experience within a sporting organisation

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 and operational KPIs, including:

• First response times
• Average resolution times
• Volume of resolved tickets
• Processing accuracy
• Net Promoter Score (NPS)

A performance and development agreement will support your ongoing growth, with clear objectives, regular reviews and opportunities for development.

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 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 are a motivated professional who enjoys delivering high-quality customer service and managing operational workflows, we would love to hear from you.

Click “Quick Apply” and submit your resume along with a brief covering letter outlining your suitability for the role.

Applications close: Tuesday, 14 July.