Customer Service Manager (Remote Communities)

Queensland Government; Mount Isa City; Remote; AUD 90,000 - 120,000; Full time

Benefits offered by this job

Five weeks annual leave

Regional and Remote Incentive: $3,750

Locality allowance Mount Isa

Job summary

The Queensland Government seeks a skilled leader to manage Housing Service Centre teams delivering frontline services, with work and travel planning to reach communities. You will communicate sensitively with people from diverse cultural backgrounds, including First Nations peoples, and apply relevant protocols to improve service delivery.

Role responsibilities include team planning, KPI analysis, ministerial briefs and high-level correspondence, plus upholding workplace health and safety and

Qualifications

• Experience leading frontline service delivery
• Ability to plan work and travel for community visits
• Awareness of protocols affecting Aboriginal and Torres Strait Islander communities
• Experience managing teams within Housing Service Centre
• Ability to monitor, analyse and report on KPIs
• Develop and maintain productive stakeholder relationships
• Manage ministerial briefs and high-level correspondence
• Upkeep of Workplace Health and Safety policies

Responsibilities

• Lead and manage a team delivering frontline housing services
• Plan work and travel to ensure regular community visits
• Communicate with diverse cultural groups, including First Nations communities
• Manage ministerial briefs and high-level correspondence
• Monitor and report on key performance indicators
• Foster stakeholder relationships to improve customer outcomes
• Maintain a culture of workplace safety

Skills

People management

Team leadership

Communication

Cultural awareness

Stakeholder engagement

Brief writing

WH&S compliance

Job description

What we are looking forWe 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 visitsCommunicate 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 outcomesTake 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 monthsJob Ad Reference: QLD/701388/26Closing Date: Saturday, 3 October 2026This work is licensed under a Creative Commons Attribution 3.0 Australia License.