Customer Service Manager (Frontline Services)

The Queensland Government; Townsville City; On-site; AUD 90,000 - 120,000; Full time

Job summary

The Queensland Government is seeking a proactive Team Leader to manage Housing Service Centre teams in Townsville, with travel to Palm Island as needed. You will lead work planning, resource delegation, and KPI reporting to ensure efficient service delivery for housing and homelessness services.

Your role supports customer-focused outcomes, builds strong relationships with stakeholders, and drives governance, safety and staff development within a diverse public sector workforce.

Qualifications

• Actively understand customers and stakeholders, encouraging a strong customer-focus and understanding of customer perspectives.
• Promote and adopt a positive and balanced approach to managing conflicting demands. Assist team members to adapt to changing customer needs and expectations.
• Foster a collaborative and positive team environment through modelling open communication and developing staff for high performance.
• Apply business management skills in corporate governance such as financial and HR management.
• Model professional, ethical, and culturally sensitive behaviour and consistently apply those standards.

Responsibilities

• Take responsibility for managing teams within the Housing Service Centre, including work planning, team management, delegations, workflow management within functional teams to ensure appropriate and efficient service delivery, and monitoring, analysing and reporting on key performance indicators.
• Develop and maintain professional and productive relationships with stakeholders to facilitate improved customer outcomes and processes.
• Manage substantial maintenance and upgrade programs and budgets, undertaking debt reviews, reviewing appeal decisions and preparing Ministerial and high-level briefs and correspondence in response to complaints or complex issues.
• Lead and ensure you establish and maintain a workplace safety culture by ensuring that all policies and practices concerning Workplace Health and Safety are applied and a part of day to day operations.

Skills

Customer focus

Conflict management

Team development

Governance & governance

Cultural sensitivity

Job description

Job Description

• Take responsibility for managing teams within the Housing Service Centre, including work planning, team management, application of financial and human resources delegations, workflow management within functional teams to ensure appropriate and efficient service delivery, and monitoring, analysing and reporting on key performance indicators.
• Develop and maintain professional and productive relationships with stakeholders to facilitate improved customer outcomes and processes.
• Manage substantial maintenance and upgrade programs and budgets, undertaking debt reviews, reviewing appeal decisions and preparing Ministerial and high-level briefs and correspondence in response to complaints or complex issues.
• Lead and ensure you establish and maintain a workplace safety culture by ensuring that all policies and practices concerning Workplace Health and Safety are applied and a part of day to day operations.

What we are looking for:

We are looking to find the person best suited for the role and will be considering your knowledge, skills, experience, potential for development and future contribution to the department as well as your personal qualities and how they contribute to our department's equity and diversity objectives which aim to build a workforce that reflects the Queensland community.

It is recognised that everyone is a leader regardless of classification level. Refer to the Team Leader stream of the framework to understand the expectations for this role.

The skills you will need include being able to:

• Actively work to understand customers and stakeholders, encouraging a strong customer-focus and understanding of customer perspectives.
• Promote and adopt a positive and balanced approach to managing conflicting demands. Assist team members to adapt to changing customer needs and expectations.
• Foster a collaborative and positive team environment through modelling open communication and developing staff for high performance.
• Apply business management skills in corporate governance such as financial and HR management.
• Model professional, ethical, and culturally sensitive behaviour and consistently apply those standards., We are committed to building inclusive cultures in the Queensland public sector that respect and promote and .

About the Employer

What you can expect in this role.

Your role within Housing and Homelessness Services will support the department to deliver housing and homelessness services through Housing Service Centres. The work you will do helps someone every day, and that means the world to us. Service Delivery, Housing and Homelessness Services provides a range of services, products and referrals to offer housing solutions for diverse customer groups.

You will manage functional teams delivering housing intake and assessment, tenancy management and property management within a remote community. The position will be based in Townsville, with the requirement to travel to Palm Island on an ad hoc basis.