Customer Contact Officer

You’ll connect Queensland. We’ll connect you to an amazing career.

At Queensland Rail, we’re built on the foundation of true connection—not just through the railways we operate, but through the relationships we nurture within our teams and the communities we serve across Queensland. For more than 160 years, we’ve played a vital role in connecting people, places, and opportunities. Now, we invite you to be part of our proud legacy as we continue to drive progress and help shape a brighter, more sustainable future for generations to come.

About the Role

We are currently seeking a highly motivated and customer-focused Customer Contact Officer (AS3) to join our Ipswich-based Customer Contact Centre. This is a permanent, full-time opportunity working Monday to Friday on a rotating roster. This role has a starting salary of $85,757 + 12.75% super.

As the first point of contact for Queensland Rail, you will play a critical role in delivering a positive customer experience. Operating from the Customer Contact Centre switchboard, you will manage a high volume of incoming calls, respond to email enquiries, make outbound calls where required, and coordinate enquiries through to resolution. Working with a broad range of customers and internal stakeholders, you will ensure information is accurate, timely, and delivered with professionalism and care.

Key Responsibilities:

• Deliver exceptional customer service as the first point of contact for customer, public, and stakeholder enquiries
• Manage high volumes of inbound telephone calls and email enquiries, ensuring prompt and professional responses
• Make outbound calls to customers and internal stakeholders to obtain information, provide updates, and support enquiry resolution
• Assess, investigate, and coordinate customer enquiries through to completion, ensuring a positive customer experience
• Maintain accurate records and update customer information across relevant systems
• Provide clear and accurate information regarding Queensland Rail services, processes, and customer enquiries
• Liaise with internal teams and stakeholders to resolve enquiries efficiently and within agreed service timeframes
• Contribute to continuous improvement initiatives that enhance customer service delivery and operational efficiency
  

For further information about this role, Click here

About You

To be successful in this role, you will:

• Have a genuine passion for helping people and providing excellent customer service
• Possess strong administrative skills with a high level of accuracy and attention to detail
• Be confident in using computer systems, including Microsoft Office (intermediate level or higher)
• Thrive in a fast-paced, team-oriented environment, and adapt well to change
• Have proven experience in a Contact Centre or customer-facing role, including meeting performance and quality standards
• Demonstrate clear communication, problem-solving ability, and the capacity to manage multiple priorities.

Sounds great what’s next?

If you're enthusiastic, customer-focused, and ready to take the next step in your career, apply now via our website by clicking onto the "Apply" button by 11:59pm (GMT+10:00 Brisbane) Friday 21st of August 2026.

Supporting a Diverse Workforce 

Queensland Rail is committed to a diverse workforce that is reflective of the customers and communities we serve.

We are inclusive, collaborative, respectful, and value our differences.  We are 1TEAM, where everyone belongs.

The recruitment and selection process for this position might require shortlisted applicants to undertake psychometric assessment, health assessment and background checks that might also include criminal history and credit checks.  We may also be considering more than one vacancy under this advertisement and some roles may also be advertised externally.

To learn more about this Queensland Rail career opportunity please contact ryan.curry@qr.com.au. Please do not email your application. We can only accept applications received via our website.