"Customer Service Officer - Property and Facilities"

Job Description:

• Property and Facilities
• Full-time Permanent position
• Base salary in the range $83,776 – $93,121 + 17% superannuation
• Based at our St Lucia Campus

About This Opportunity

Reporting to the Senior Coordinator, Customer Service, this role acts as a key first point of contact for the University and wider community regarding all matters relating to property and facilities. This includes general campus information, maintenance requests, parking and infringement enquiries, event applications and approvals, service disruptions, and other general enquiries relating to University campuses and services.

A key component of this role is the coordination and delivery of timely notifications to stakeholders. This includes preparing, distributing, and maintaining accurate communications relating to operational impacts, service interruptions, planned works, and events across multiple channels.

The successful candidate will join an energetic and cohesive team operating in a fast-paced environment and working collaboratively across all areas of P&F to deliver high-quality customer service. P&F offers an agile work environment with opportunities to work from home. Hours of operation are 8.30am to 4.30pm Monday to Friday, excluding public holidays.

Key responsibilities will include:

• Provide high-quality frontline customer service as part of a small, specialised enquiries team, acting as a key point of contact for property and facilities enquiries across the University.
• Respond to a high volume of phone and email enquiries, diagnose issues, and provide accurate, timely advice to support first-contact resolution. Manage complex or sensitive enquiries professionally, including de-escalation where required.
• Process service requests, schedule works, issue permits and related documentation, and maintain accurate customer and service records across relevant systems.
• Prepare, coordinate, and distribute operational notifications and stakeholder communications across multiple channels, ensuring information is clear, accurate, and timely. Maintain updates on P&F communication platforms, including website content and notification channels.
• Support event approval processes across UQ locations and manage sensitive information in accordance with legislation and University policies.

About UQ

As part of the UQ community, you will have the opportunity to work alongside the brightest minds, who have joined us from all over the world.

Everyone here has a role to play. As a member of our professional staff cohort, you will be actively involved in working towards our vision of a better world. By supporting the academic endeavour across teaching, research, and the student life, you will have the opportunity to contribute to activities that have a lasting impact on our community.

Join a community where excellence is at the core of our culture, contributions are valued and a range of benefits and rewards are available, such as:

• Up to 26 weeks paid parental leave/paid primary care leave
• 17% superannuation contributions + 17.5% annual leave loading
• Access to flexible working arrangements including hybrid working options, flexible start/finish times, purchased leave, and a condensed fortnight
• Health and wellness discounts – fitness passport access, free yearly flu vaccinations, discounted health insurance, and access to our Employee Assistance Program for staff and their immediate family
• Career development opportunities –access to exclusive internal-only vacancies and our Study for Staff program
• On campus childcare options
• Affordable parking (from just $6.40 a day)
• Salary packaging options

About You

You will bring strong customer service and communication capability, with experience working in a fast-paced, high-volume environment. You are confident managing multiple enquiries at once and take a proactive, calm approach to resolving issues and supporting stakeholders.

You will have:

• Demonstrated experience in a customer service, contact centre, communications, or operational support role
• Strong verbal and written communication skills, with the ability to deliver clear, accurate, and customer-focused information
• Proven ability to manage competing priorities, maintain attention to detail, and meet service timeframes
• Experience triaging enquiries and applying sound judgement to resolve issues or escalate appropriately
• Confidence managing complex or sensitive interactions, including de-escalation where required
• High level of digital capability, with proficiency using Microsoft Office and the ability to quickly learn and use multiple business systems

Appointment to this role is subject to the successful completion of relevant pre-employment checks, which may include verification of the right to work in Australia, qualifications, criminal history checks, and other role-specific requirements.

You must maintain unrestricted work rights in Australia for the duration of this appointment to apply. Employer sponsored work rights are not available for this appointment.

Want to Apply?

We welcome applications from all individuals and are committed to an inclusive and accessible recruitment process. To be considered, please ensure you upload:

• Resume
• A cover letter outlining your suitability for the role.

Our strength as an institution lies in our diverse colleagues. We're dedicated to equity, diversity, and inclusion, fostering an environment that mirrors our wider community. We're committed to attracting, retaining, and promoting diverse talent, particularly from Australia’s First Nations Peoples. If you require an alternative method to submit your application due to accessibility needs or personal circumstances, please contact talent@uq.edu.au.

Applications close at 11.00pm Monday 16th February AEST (R-60243).