Customer Service Centre Consultant

About Toll Group

At Toll, we do more than just logistics - we move the businesses that move the world. Our 16,000 team members can help solve any logistics, transport, or supply chain challenge – big or small. We have been supporting our customers for more than 130 years. Today, we support more than 20,000 customers worldwide with 500 sites in 27 markets, and a forwarding network spanning 150 countries. We are proudly part of Japan Post — www.tollgroup.com

Government & Defence provides specialised logistics expertise, including relocation services. We work with clients at all levels of government to deliver an extremely diverse range of logistics solutions - from the distribution of healthcare products, managing the relocation of their employees, delivering fleets of government vehicles, through to helicopter rescue services.

Customer Service Centre Consultant - Brisbane

The Opportunity

We are looking for a Customer Service Centre Consultant to join our Government & Defence team in Brisbane.  As Contact Service Centre Consultant, you will contribute by providing ADF Members and Corporate and Government clients assistance with their relocation enquiries and needs. 

This is a meaningful and fulfilling job, primarily providing assistance to ADF members with a range of enquiries via phone, SMS and email, operating on a rotating roster between 7.00am - 9.00pm Monday - Friday.  

The successful candidate must have the capability and appropriate setup to perform their duties remotely in accordance with the roster, as the ability to work from both home and the office is an essential requirement of this position.

We’re committed to delivering an exceptional experience for our members, and we’re looking for talented individuals who bring the following qualities to our team:

• Excels in dynamic, high-volume call centre environments: Maintains focus and delivers effective support under pressure while assisting Australian Defence Force (ADF) members with their enquiries.

• Resilient and adaptable: Approaches challenges with a proactive mindset and confidently navigates change.

• Empathetic and solution-focused: Demonstrates warmth, understanding, and strong problem-solving abilities in every interaction.

• Driven by a passion for helping others: Strives to create positive and meaningful experiences for members during critical moments.

• Exceptional listening and communication skills: Communicates with clarity and professionalism, exercising discretion at all times.

• Self-motivated and autonomous: Performs effectively within a team environment while maintaining individual accountability and productivity.

• Collaborative team player: Engages with colleagues both virtually and in person to foster a supportive and connected workplace.

The successful candidate will possess the following attributes:

• Relevant Industry Experience:  A minimum of one year’s experience in a high-volume, fast-paced contact centre or customer service environment is desirable.

• Technical, System and Keyboard Proficiency: Excellent keyboarding skills and a demonstrated ability to confidently navigate and operate multiple complex computer systems with a high degree of accuracy, including proficiency in Microsoft 365 applications.

• Industry Knowledge Acquisition: Capacity to rapidly acquire and apply knowledge of industry-specific processes, especially those related to the relocations sector and Australian Defence Force (ADF).

• Customer Service Commitment: A strong commitment to delivering exceptional customer service, with a customer-first mindset and a passion for meeting client needs.

• Time Management and Organisational Abilities: Outstanding time management and organisational skills, with the ability to prioritise tasks effectively in a dynamic work environment.

Toll is proud to welcome Aboriginal and Torres Strait Islander peoples and invites applications from Indigenous candidates for roles within our Managed Services division. We recognise the value of diverse perspectives and are committed to fostering an inclusive and culturally safe workplace.

What moves you?
 

At Toll, you can help play a vital role in delivering what matters. From food, fuel, medicine and rescue services, we keep businesses and communities thriving. Every day brings change. We see that as an opportunity. To be curious. To ask the right questions. And build meaningful connections. Because finding new ways to solve problems is what we do. With a bold vision to expand our global reach, our 16,000+ people bring a passion for progress. We collaborate in friendly, caring teams, supported by approachable leaders who give us the autonomy to quickly make decisions with impact. Learn and grow with industry-leading training, alongside talented experts. Feel empowered to take on diverse challenges and new responsibilities to move you, our customers, and our world further.

Are you excited about this role but are concerned you don’t meet all the requirements? If you have similar skills and are willing to learn then we encourage you to apply anyway. We know that some people hesitate to apply for jobs unless they meet every single qualification. At Toll, we value a diverse, inclusive and authentic workplace, so if you’re interested in this role but your past experience doesn’t align perfectly then please talk to us – you may be just the right candidate for this or other roles we have coming up.

At Toll everyone is welcome including those of all ages, ethnicities, genders and abilities. 

To find out more about us visit www.careers.tollgroup.com

You must be entitled to work in Australia and be prepared to undertake pre-employment checks including a criminal history check and medical.