Professional Support Team Leader

Department of Customer Services, Open Data and Small and Family Business; Brisbane; On-site; AUD 80,000 - 105,000; Full time

Job summary

The Department of Customer Services, Open Data and Small and Family Business is seeking a Professional Support Team Leader to oversee the Queensland Government Contact Centre. You will ensure staff apply victim-centred, trauma-informed and culturally responsive service practices while delivering high-quality outcomes.

You will provide operational leadership, coaching and guidance to frontline teams, drive coaching and reflective practices, and maintain a psychologically safe workplace culture

Responsibilities

• Lead the day-to-day delivery of services through the Queensland Government Contact Centre, ensuring staff apply approved victim-centred, trauma-informed and culturally responsive service practices and procedures.
• Provide operational leadership, coaching and guidance to staff undertaking initial needs identification and service navigation in accordance with approved service frameworks and procedures.
• Contribute to the development and implementation of coaching, performance support and structured reflective practice arrangements for staff working in a high impact, trauma-exposed service environment, and deliver these arrangements within approved organisational frameworks.
• Promote and maintain a psychologically safe and supportive workplace culture, recognise emerging workforce wellbeing risks and respond to or elevate concerns in accordance with established procedures and support arrangements.
• Lead day-to-day team operations, priorities and resources, and develop team goals, strategies and work plans to maintain safe, consistent and high-quality service delivery and improve service outcomes and efficiency.
• Use quality, performance and customer insights to identify individual and team capability gaps, provide targeted coaching and feedback, and drive improvements in service delivery.
• Work closely with Quality, Business Improvement, Partner and Engagement and Operations functions to support consistent communication and successfully implement and embed approved service changes and capabilities.
• Support and maintain operational referral relationships with Victims Advocate Service Liaison Officers, government and non-government services and other relevant partners, and identify and escalat referral pathway issues through appropriate channels.
• Collate, analyse and report on operational data to identify trends and make recommendations regarding service improvement opportunities.
• Provide advice to the Operations Manager and senior management on complex customer and service issues, ensuring high-risk matters are managed and escalated in accordance with approved procedures, delegations and service boundaries.

Job description

The Channel Delivery teams within the Department of Customer Services, Open Data and Small and Family Business (CDSB) provides digitally enabled whole-of-government services to the Queensland public through multiple channels including phone, chat, counter and online. This stream brings together technology, development, products, design, engagement, and operations to deliver simpler connected customer services.

As The Professional Support Team Leader, You Will

• Lead the day-to-day delivery of services through the Queensland Government Contact Centre, ensuring staff apply approved victim-centred, trauma-informed and culturally responsive service practices and procedures.
• Provide operational leadership, coaching and guidance to staff undertaking initial needs identification and service navigation in accordance with approved service frameworks and procedures.
• Contribute to the development and implementation of coaching, performance support and structured reflective practice arrangements for staff working in a high impact, trauma-exposed service environment, and deliver these arrangements within approved organisational frameworks.
• Promote and maintain a psychologically safe and supportive workplace culture, recognise emerging workforce wellbeing risks and respond to or elevate concerns in accordance with established procedures and support arrangements.
• Lead day-to-day team operations, priorities and resources, and develop team goals, strategies and work plans to maintain safe, consistent and high-quality service delivery and improve service outcomes and efficiency.
• Use quality, performance and customer insights to identify individual and team capability gaps, provide targeted coaching and feedback, and drive improvements in service delivery.
• Work closely with Quality, Business Improvement, Partner and Engagement and Operations functions to support consistent communication and successfully implement and embed approved service changes and capabilities.
• Support and maintain operational referral relationships with Victims Advocate Service Liaison Officers, government and non-government services and other relevant partners, and identify and escalat referral pathway issues through appropriate channels.
• Collate, analyse and report on operational data to identify trends and make recommendations regarding service improvement opportunities.
• Provide advice to the Operations Manager and senior management on complex customer and service issues, ensuring high-risk matters are managed and escalated in accordance with approved procedures, delegations and service boundaries.

Applications will remain current for a period of 12 months.

Occupational group

Customer Service/Call centre