Customer Service Manager (Frontline Services)

Department of Housing & Public Works QLD; Townsville City; Presencial; AUD 90.000 - 130.000; Jornada completa

Descripción de la vacante

Department of Housing & Public Works QLD is seeking a proactive Team Leader for the Townsville region. You will manage teams within the Housing Service Centre, drive work planning, and oversee workflow to ensure timely, high-quality service delivery to Queenslanders.

You will build strong relationships with stakeholders, oversee major maintenance and upgrade programs and budgets, and prepare ministerial briefs in response to complex issues while upholding safety and governance standards.

Formación

• Proven ability to lead and manage diverse teams.
• Strong focus on delivering exceptional customer outcomes.
• Experience applying financial and HR delegations and governance.
• Commitment to workplace health and safety and ethical behaviour.

Responsabilidades

• Oversee teams within the Housing Service Centre, including work planning, team management and workflow supervision to ensure efficient service delivery.
• Develop and maintain productive relationships with stakeholders to improve customer outcomes and processes.
• Manage maintenance and upgrade programs and budgets, conduct debt reviews, and prepare ministerial and high-level briefs and correspondence in response to complex issues.
• Lead in establishing and maintaining a culture of safety by applying WHS policies in day-to-day operations.

Conocimientos

Team leadership

Stakeholder management

Customer focus

Work planning

HR management

Descripción del empleo

Department of Housing & Public Works QLD – Townsville QLD

• 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

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