Housing Service Leader: Customer Experience & Team Growth

The Queensland Government; Townsville City; On-site; AUD 90,000 - 120,000; Full time

Job summary

The Queensland Government is seeking a proactive Team Leader to manage Housing Service Centre teams in Townsville, with travel to Palm Island as needed. You will lead work planning, resource delegation, and KPI reporting to ensure efficient service delivery for housing and homelessness services.

Your role supports customer-focused outcomes, builds strong relationships with stakeholders, and drives governance, safety and staff development within a diverse public sector workforce.

Qualifications

• Actively 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.

Responsibilities

• Take responsibility for managing teams within the Housing Service Centre, including work planning, team management, 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

Customer focus

Conflict management

Team development

Governance & governance

Cultural sensitivity

Job description

The Queensland Government is seeking a proactive Team Leader to manage Housing Service Centre teams in Townsville, with travel to Palm Island as needed. You will lead work planning, resource delegation, and KPI reporting to ensure efficient service delivery for housing and homelessness services.

Your role supports customer-focused outcomes, builds strong relationships with stakeholders, and drives governance, safety and staff development within a diverse public sector workforce.