Housing Services Manager — Customer Experience & Ops

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

Job summary

Queensland Government in Townsville is seeking a Customer Service Manager (Frontline Services) within Housing and Public Works. You will lead teams in the Housing Service Centre, manage budgets, and drive customer-focused outcomes while upholding governance standards.

The role requires strong stakeholder engagement, financial/HR management, and a commitment to ethical, culturally sensitive leadership in a public sector context.

Qualifications

• Proven ability to lead teams and deliver frontline services.
• Strong customer-focused mindset and stakeholder collaboration.
• Experience in financial and HR management within a government context.
• Commitment to ethical practice and cultural sensitivity.

Responsibilities

• Manage teams within Housing Service Centre, plan work, allocate resources and monitor KPIs.
• Develop and maintain relationships with stakeholders to improve outcomes and processes.
• Manage maintenance/upgrades, budgets, debt reviews and respond to complex issues with briefs.
• Lead safety culture and ensure WHS policies are applied in day-to-day operations.

Skills

Customer understanding

Stakeholder engagement

Team leadership

Governance & financial mgmt

Ethical & culturally sensitive

Job description

Queensland Government in Townsville is seeking a Customer Service Manager (Frontline Services) within Housing and Public Works. You will lead teams in the Housing Service Centre, manage budgets, and drive customer-focused outcomes while upholding governance standards.

The role requires strong stakeholder engagement, financial/HR management, and a commitment to ethical, culturally sensitive leadership in a public sector context.