Senior Customer Service Manager (Frontline Services)

Queensland Government; City of Brisbane; On-site; AUD 120,000 - 150,000; Full time

Job summary

Queensland Government's Inala Housing Service Centre seeks a Senior Customer Service Manager to lead a high-performing team delivering housing and homelessness services, providing leadership, workforce planning and operational coordination to ensure responsive, respectful support.

Based at Inala, you will contribute to local leadership, foster a positive culture, manage staff wellbeing and performance, build partnerships with customers and stakeholders, and drive continuous improvement to

Responsibilities

• Lead a high-performing team delivering housing and homelessness services.
• Coordinate workloads, workforce planning and day-to-day operations to ensure effective service delivery.
• Foster a culture of collaboration, safety, learning, accountability and continuous improvement.
• Support staff performance, capability development and wellbeing.
• Build productive relationships with customers, community partners and stakeholders.
• Contribute to local leadership discussions, service improvements and operational planning.
• Promote culturally capable service delivery and support positive outcomes for Aboriginal and Torres Strait Islander peoples and people from diverse backgrounds.

Job description

Lead a high-performing team delivering housing and homelessness services that make a real difference in people's lives every day. Based at Inala Housing Service Centre, you will provide leadership, workforce planning, operational coordination and service delivery oversight to ensure customers receive responsive, respectful and effective support. Working as part of the local leadership team, you will foster a positive, safe and customer-focused culture while supporting staff development and continuous improvement. This is an opportunity to combine people leadership, service excellence and community impact in a role where every day brings variety, challenge and meaningful outcomes.

As the Senior Customer Service Manager at the Inala Housing Service Centre, you will lead a dedicated team responsible for delivering housing and homelessness services that support people to access safe and sustainable housing solutions.

Through strong operational leadership, workforce planning and service coordination, you will help ensure customers receive timely, responsive and high-quality services aligned to their needs.

This role sits within the local leadership team and plays a key part in creating a positive workplace culture where people feel supported, valued and empowered to perform at their best. You will provide leadership and guidance to staff, coordinate service delivery activities, manage competing priorities and contribute to continuous improvement initiatives that strengthen customer outcomes.

In This Role, You Will

• Lead and support a team to deliver responsive, customer-focused housing and homelessness services.
• Coordinate workloads, workforce planning and day-to-day operations to ensure effective service delivery.
• Foster a culture of collaboration, safety, learning, accountability and continuous improvement.
• Support staff performance, capability development and wellbeing.
• Build productive relationships with customers, community partners and stakeholders.
• Contribute to local leadership discussions, service improvements and operational planning.
• Promote culturally capable service delivery and support positive outcomes for Aboriginal and Torres Strait Islander peoples and people from diverse backgrounds.

Success in this role comes from balancing people leadership with operational excellence. Strong communication skills, sound judgement and the ability to navigate changing priorities will be highly valued. The ability to build trust, encourage collaboration and support teams through complex and sometimes challenging situations is essential.

This is a role for someone who enjoys leading people, improving services and creating positive outcomes for customers and communities. The work is varied and engaging, with opportunities to influence service delivery, build team capability and contribute to the department's commitment to helping Queenslanders access housing and homelessness support when they need it most.

Field-based work forms a regular part of the role. Environments can be dynamic and occasionally challenging, requiring sound risk awareness, professionalism and a commitment to workplace safety.

If you are motivated by leading teams, delivering excellent customer service and making a tangible difference through the work you do, this role offers the opportunity to have a meaningful impact every day.

Applications to remain current for 12 months

Occupational group

Community Care