Manager (Client Service Delivery)

Queensland Government; Rockhampton Regional; On-site; AUD 90,000 - 120,000; Full time

Job summary

A government agency in Rockhampton is seeking a full-time Manager (Client Service Delivery) to lead and manage client service operations. You will oversee Customer Service Centres, manage budgets and resources, and collaborate with stakeholders to ensure effective service delivery. Strong leadership and strategic planning skills are essential. This role offers a competitive salary and the opportunity to make a significant impact on community-focused outcomes.

Qualifications

• Experience in managing client service delivery in a government or similar environment.
• Strong leadership and team management skills are essential.
• Ability to develop and implement strategic plans.

Responsibilities

• Oversee operations of Customer Service Centres and QGAP's.
• Manage objectives, budgets, and resources effectively.
• Develop and maintain relationships with stakeholders.

Skills

Leadership

Strategic planning

Budget management

Stakeholder engagement

Compliance management

Job description

Former Customer Services Branch - TMR

This position is part of the Department of Customer Services, Open Data and Small and Family Business (CDSB) as part of the recent Machinery-of-Government changes. CDSB is currently in negotiations for a certified agreement to cover all CDSB employees. In the meantime, the T MR Agreement conditions apply to this position.

The Department of Customer Services, Open Data and Small and Family Business (CDSB) is excited to welcome a temporary full-time Manager (Client Service Delivery) to the team in Rockhampton.

As the Manager (Client Service Delivery), you will be responsible for leading and managing the delivery of Client Service Delivery products and services across the region, ensuring operational excellence and alignment with state-wide policies and programs. This includes overseeing the performance of Customer Service Centres (CSCs) and the Queensland Government Agency Program (QGAP) offices, managing budgets, resources, and staff capabilities, and delivering agreed regional outcomes in collaboration with the Director - Central, Executive Director, and other stakeholders. You will develop and implement strategic and business plans to support integrated service delivery, foster strong relationships with internal and external stakeholders to achieve community-focused outcomes, and work closely with the Client Service Delivery Leadership Team to ensure consistency in service delivery policies and processes. Additionally, you will uphold workplace health and safety standards, manage risks, and ensure compliance with relevant legislation, policies, and procedures to maintain a safe and productive work environment.

You Will

• Oversee and lead the operations of CSC's and the QGAP's within the area of responsibility, monitoring performance standards and achievements to ensure effective service delivery is maintained.
• Manage objectives, budget, resources, people capabilities and issues relevant to the client service delivery program and deliver specific regional outcomes as agreed with the Director.
• Develop and implement strategic and business plans to enable the integrated delivery of services throughout the region.
• Develop and maintain strategic alliances and effective relationships with internal and external stakeholders and clients to deliver viable outcomes for the community.
• Manage the service delivery aspects of the business within the region and work collaboratively with the Product Leadership team to achieve consistency in delivery policies, processes and performance requirements across the state.
• Provide a safe and healthy workplace through managing resources to ensure compliance with workplace health and safety and employee rehabilitation legislation, human resources practices, codes of practice, standards and departmental policy and procedures, participating in risk management and corrective action. This position reports to the Director ( Central Region)

Applications will remain current for 12 months.

Job Ad Reference: QLD/671084/25

Closing Date: Friday, 5 December 2025

Occupational group Customer Service/Call centre