Customer Service Manager (Frontline Services)

Queensland Government; Townsville City; On-site; AUD 110,000 - 140,000; Full time

Job summary

Queensland Government in Townsville is seeking a dynamic leader to manage Housing Service Centre teams delivering intake, tenancy and property management services within a remote community. The role requires travel to Palm Island and involves field work, risk management, and reporting on KPIs.

You will lead on workforce planning, financial delegations and establishing safety culture while partnering with stakeholders to improve housing outcomes across diverse communities.

Qualifications

• Experience leading teams delivering housing/administrative services or similar.
• Ability to monitor, analyse and report on KPIs and budgets.
• Strong stakeholder engagement and collaboration across departments and communities.

Responsibilities

• 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.

Skills

Team leadership

Budget management

Stakeholder engagement

People management

Risk management

Job description

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.

Field work is a regular requirement of this role. Conditions in the field are changeable and can be volatile, requiring varying degrees of vigilance and management of risk

What You Will Be Doing

• 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 Leadership competencies for Queensland 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.

Applications will remain current for 12 months.

Job Ad Reference: QLD/704146/26

VClosing Date: Thursday, 29 October 2026

Occupational group Administration