Leader - Frontline Client Services

CQUniversity

Rockhampton Regional

On-site

AUD 126,000 - 136,000

Full time

5 days ago

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Benefits offered by this job

17% superannuation

5.4 weeks annual leave

10 days personal/sick leave

6 months parental leave

Professional development opportunities

Employee Assistance Program

Job summary

CQUniversity Rockhampton's Digital Services Directorate is seeking an experienced leader to oversee frontline client services, delivering a seamless, customer-focused experience for staff, students and community members. You will manage Level 0 and Level 1 support through TaSAC, covering IT, Library and Facilities incidents and service requests.

Leading a geographically dispersed team, you will coordinate daily operations, rostering and performance, drive continual service improvement and manage

Qualifications

Degree with relevant experience or an equivalent combination of education and training.
Demonstrated experience leading and managing a team, including workload allocation, rostering, performance management and staff development.
Excellent communication and interpersonal skills, with the ability to collaborate with diverse stakeholders and deliver quality customer service.
Strong organisational and problem-solving skills, with the ability to manage competing priorities, take initiative and achieve operational targets.
Experience monitoring service performance, identifying improvements and enhancing service delivery.

Responsibilities

Leading frontline service operations and optimising team resources and performance
Coaching, mentoring and developing a high-performing team
Coordinating major incident responses and stakeholder communications
Monitoring service quality and driving continual improvement across the Digital Services Directorate
Contributing to change enablement and related communications

Skills

Team leadership

Stakeholder management

Service management

Communication skills

Incident management

Education

Degree in relevant field

Tools

ITIL framework

ServiceNow

Job description

About this Opportunity

Continuing, Full-Time
Digital Services Directorate
CQUniversity Rockhampton
Higher Education Worker Level 7
Total Remuneration $125,827 to $136,078 pa (including salary of $106,326 to $114,988 plus 17% superannuation and leave loading)

Join an organisation with an unbreakable belief that quality education, training and research should be available to everyone - regardless of background, location or life circumstances.

Working at CQUniversity

The Digital Services Directorate leads the planning, development and improvement of CQUniversity’s enterprise systems, supporting teaching, learning, research and corporate services across the University.

We are seeking an experienced and motivated leader to oversee frontline client services, delivering a seamless and customer-focused experience for staff, students and community members. You will lead Level 0 (self-service) and Level 1 support through the Technology and Services Assistance Centre (TaSAC), covering IT, Library and Facilities incidents and service requests.

You will drive service excellence by coordinating daily operations, workforce planning, rostering and performance, while leading and developing a geographically dispersed team. You will also coordinate major incident responses, manage communications around service disruptions and changes, and work collaboratively with Digital Services leaders to improve service delivery.

Your responsibilities will include:

Leading frontline service operations and optimising team resources and performance
Coaching, mentoring and developing a high-performing team
Coordinating major incident responses and stakeholder communications
Monitoring service quality and driving continual improvement across the Digital Services Directorate
Contributing to change enablement and related communications

If you are a collaborative leader who thrives on improving customer experiences, empowering teams and delivering effective service outcomes, we would love to hear from you.

Be Rewarded

17% superannuation (with the choice to join an award-winning superfund)
5.4 weeks annual leave (plus 3 working days paid at Christmas and New Year closure)
10 days personal/sick leave, plus 5 days carer’s leave
7.25 hours engaged service leave
Fantastic professional and career development opportunities
Up to 26 weeks (six months) paid parental leave
Access to an Employee Assistance Program and Fitness Passport

Position Requirements

Essential

A degree with subsequent relevant experience; or extensive relevant experience and specialist expertise; or an equivalent combination of experience and education/training.
Demonstrated experience leading and managing a team, including workload allocation, rostering, performance management and staff development.
Excellent communication and interpersonal skills, with the ability to collaborate with diverse stakeholders and deliver quality customer service.
Strong organisational and problem-solving skills, with the ability to manage competing priorities, take initiative and achieve operational targets.
Experience monitoring service performance, identifying improvements and enhancing service delivery.

Desirable

Experience leading a contact centre, service desk or frontline support team.
Experience coordinating major incidents and stakeholder communications.
Experience working in higher education or a large, complex organisation.

Pre-Employment Checks

Appointment to this role is subject to satisfactory pre-employment checks, which may include a National Police Check and/or Working with Children Check (where applicable).

The University is committed to providing a safe, inclusive and respectful environment where its members can study, work and live free from gender-based violence. In line with our organisational values and regulatory obligations, applicants may be required to declare any past or current allegations, investigations or findings relating to gender-based violence.

The successful candidate may also be required to demonstrate that they meet the “fit and proper person” criteria as required under applicable legislation and regulatory frameworks (including ASQA requirements where relevant).

Our Commitment to Inclusion

At CQUniversity, inclusivity is at the heart of who we are. We are committed to creating a workplace where everyone feels respected, supported and empowered to succeed regardless of background or ability.

We advance reconciliation through our Stretch Reconciliation Action Plan (RAP), First Nations Workforce Strategy and our First Nations Cultural Competency Framework, strengthening opportunities for First Nations peoples and embedding cultural respect across our organisation.

Through our Disability-Informed Action Plan, we continue to enhance accessibility and inclusion across our University. As a recognised member of the Hidden Disabilities Sunflower Program, we actively promote awareness and understanding of non-visible disabilities, helping to ensure everyone can bring their whole selves to work and thrive.

CQUniversity is also committed to providing an accessible, equitable and inclusive recruitment and selection process. The University will provide reasonable adjustments throughout the recruitment, selection, appointment and onboarding process to ensure people with disability can participate on an equal basis with others.

For further information about this position, please refer to the Position Description on the CQUniversity Careers Site.

Applications Close: 11:59pm, Monday, 30 November 2026

Job Requisition ID: 7773

Work Rights: Visa sponsorship is not available for this position. Candidates must hold the full rights to work in Australia to be considered for this appointment.

CQUniversity is an equal opportunity employer and welcomes diversity in the workplace. Aboriginal and Torres Strait Islander people, and CQUniversity’s domestic and international student graduates with post-study work rights are encouraged to apply.

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