Customer Service Manager (Remote Communities)

Queensland Government; Cloncurry Shire; On-site; AUD 105,000 - 114,000; Full time

Benefits offered by this job

Five weeks annual leave

Regional and Remote Incentive

Locality allowance Mount Isa

Supportive team environment

Job summary

Queensland Government is seeking a Customer Service Manager for the Remote Communities Team to lead housing services across Doomadgee and Mornington Island, overseeing intake, assessment, tenancy management advice, and customer support.

The role involves front counter, home visits, phone, correspondence, fieldwork and outreach, with regular travel to regional and remote communities. Departmental accommodation is provided when travelling for work.

Qualifications

• Experience leading front-line housing services teams.
• Ability to communicate effectively with diverse communities, including First Nations peoples.
• Strong leadership and people management skills.
• Knowledge of safety, risk, and compliance in service delivery.

Responsibilities

• Take the lead in managing yourself and your team delivering front line services, including work and travel planning to ensure regular community visits
• Communicate effectively and sensitively with people from different cultural backgrounds, particularly First Nations peoples, having an awareness and understanding of protocols and issues impacting on Aboriginal and Torres Strait Islander communities to facilitate improved service delivery and customer outcomes
• 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 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

Communication

Stakeholder engagement

People skills

Job description

As Customer Service Manager for the Remote Communities Team, you will lead a team delivering housing services including intake and assessment, tenancy management advice, and customer support across Doomadgee and Mornington Island. Services are delivered through front counter, home visits, telephone, correspondence, field work and outreach.

Regular travel to regional and remote communities is a requirement of the role, and departmental accommodation will be provided when travelling for work.

The starting salary is $104,722 per annum (AO5), equivalent to $4,014.00 gross per fortnight, plus up to 12.75% employer superannuation contributions and annual leave loading. The AO5 classification includes four annual incremental increases, progressing to a maximum of $113,618 per annum.

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.

What You Will Do

• Take the lead in managing yourself and your team delivering front line services, including work and travel planning to ensure regular community visits
• Communicate effectively and sensitively with people from different cultural backgrounds, particularly First Nations peoples, having an awareness and understanding of protocols and issues impacting on Aboriginal and Torres Strait Islander communities to facilitate improved service delivery and customer outcomes
• 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 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.

Additional Employment Benefits

• Leave Entitlements: Employees are entitled to five weeks of annual leave per year, which includes a mandatory closure period over Christmas and New Year.
• Regional and Remote Incentive: After six months of continuous employment, you will be eligible for a Regional and Remote Incentive payment of $3,750 (gross), which will continue to be paid every six months thereafter.
• Locality Allowance: For staff based in Mount Isa, a fortnightly locality allowance is provided. This allowance is $45.80 for employees without dependants and $91.60 for those with dependants.
• Join a supportive office environment that values teamwork and recognises leadership at every level.

Resume including a cover letter (max 2 pages) detailing your transferrable skills is required.

Applications to remain current for 12 months

Job Ad Reference: QLD/701388/26

Closing Date: Saturday, 3 October 2026

Occupational group

Community Care