Housing Service Leader: Frontline Customer Care & Impact

Department of Housing & Public Works QLD; Cairns Regional; On-site; AUD 110,000 - 140,000; Full time

Job summary

The Department of Housing and Public Works QLD in Cairns is seeking a Customer Service Manager for the Cairns Housing Service Centre. You will lead frontline teams that connect customers with housing assistance, support services and practical solutions, helping achieve safe, secure and sustainable housing.

The role focuses on leading intake/assessment, tenancy and property management, and guiding staff to deliver responsive, customer-focused services.

Qualifications

• Experience in leading frontline housing services.
• Proven ability to develop and implement service improvements.
• Strong people leadership and stakeholder engagement skills.

Responsibilities

• Lead frontline teams delivering housing intake and assessment.
• Oversee tenancy and property management services.
• Guide staff to deliver customer-centred services.
• Foster collaboration, safety and continuous improvement across the team.
• Support staff to resolve complex housing needs and pathways.

Skills

Leadership

Customer service

People management

Job description

The Department of Housing and Public Works QLD in Cairns is seeking a Customer Service Manager for the Cairns Housing Service Centre. You will lead frontline teams that connect customers with housing assistance, support services and practical solutions, helping achieve safe, secure and sustainable housing.

The role focuses on leading intake/assessment, tenancy and property management, and guiding staff to deliver responsive, customer-focused services.