Customer Service Manager (Frontline Services), Housing And Public Works

Queensland Government; Roma; On-site; AUD 90,000 - 110,000; Full time

Job summary

Queensland Government is seeking a Customer Service Manager for the Cairns Housing Service Centre. The role is a temporary full-time position until 16 June 2027, focused on leading frontline teams that connect customers with housing assistance and support services to achieve safe, secure and sustainable housing across Far North Queensland.

You will oversee housing intake, assessment, tenancy and property management services, guiding staff to deliver responsive, customer-focused outcomes.

Qualifications

• Leadership and frontline team management experience.
• Ability to oversee housing intake, assessment and tenancy management.
• Strong collaboration with other leaders to deliver responsive, customer‑focused services.

Responsibilities

• Lead frontline teams delivering housing intake, assessment and tenancy management.
• Guide staff to deliver high‑quality customer services and practical housing solutions.
• Foster a culture of collaboration, accountability and continuous improvement.
• Support teams to navigate complex situations and identify pathways to better outcomes.

Skills

Leadership

People management

Customer service

Stakeholder engagement

Job description

Join a team committed to improving housing outcomes for Queenslanders and leading services that make a tangible difference in people's lives every day.

As a Customer Service Manager with the Cairns Housing Service Centre, you will lead frontline teams that connect customers with housing assistance, support services and practical solutions that help them achieve safe, secure and sustainable housing. This temporary full-time opportunity until 16 June 2027 offers the chance to develop your leadership experience while contributing to outcomes that positively impact individuals, families and communities across Far North Queensland.

In this role, you will provide leadership and support to teams delivering housing intake and assessment, tenancy management and property management services.

Working closely with other leaders across Frontline Services, you will guide staff to deliver responsive, customer-focused services while fostering a culture built on collaboration, accountability, safety, continuous improvement and respect.

No two days are the same. You will work with a diverse range of customers, partners and stakeholders, supporting your team to navigate complex situations, resolve challenges and identify pathways that improve outcomes. You will use your leadership skills to build team capability, strengthen service delivery and ensure customers receive high-quality support tailored to their circumstances.

Staff who work at a Housing Service Centre deliver frontline services to Queenslanders in housing need.

Through Housing Service Centres across Queensland, HSC staff are our main contact points with customers. They connect them to information, options, and support services to meet their housing needs.

HSC staff work with customers to develop a plan that empowers them to improve their whole-of-life wellbeing and achieve safe, secure, and sustainable housing. Our work aims to reduce the barriers many Queenslanders face to accessing safe, secure and affordable housing and helps create pathways for them to achieve housing independence.

Watch this video to hear from staff who work at Housing Service Centres:

This role offers opportunities to build strong leadership capability, develop expertise in service delivery and stakeholder engagement, and contribute to improvements that benefit both customers and the broader community. You will be part of a supportive leadership team that values open communication, shared learning and professional growth.

The Department of Housing and Public Works is committed to creating safe, inclusive workplaces where people feel respected, valued and empowered to contribute. If you are a collaborative leader who is motivated by supporting teams and improving customer outcomes, this role provides the opportunity to make a meaningful contribution while advancing your career in a purpose-driven environment.

Closing date: Tuesday, 17 November 2026

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