Customer Service Manager - Frontline Services

About the Role

We have 2 permanent and 1 temporary (until 31/12/2026 with possible extension) Customer Service Manager positions available. In this role, you will oversee teams responsible for housing intake, assessment, tenancy administration, and property management within Housing and Homelessness Services. Your leadership directly contributes to improving the lives of people every day.

Key Responsibilities

• Lead, guide, and support your team and staff through effective coordination of diverse activities.
• Foster a positive team culture emphasizing communication, collaboration, ongoing improvement, safety, and learning.
• Actively participate as a constructive member of the local leadership team, promoting cooperative work across teams and the Frontline Services network.
• Ensure staff are supported to excel in their roles, maximizing service delivery and strategic goals.
• Coordinate and monitor service delivery to ensure compliance with financial, human resources, and administrative policies and delegations.
• Maintain awareness of and apply protocols related to Aboriginal and Torres Strait Islander peoples to improve customer outcomes with sensitivity.
• Demonstrate and promote professionalism, accountability, and ethical behavior.
• Champion and maintain a workplace safety culture, ensuring adherence to Workplace Health and Safety policies as part of daily operations.

Candidate Profile

We seek individuals whose knowledge, skills, and experience align with this role, and who demonstrate potential for growth and contribution to the department’s goals. Personal qualities that promote diversity and equity are highly valued. Leadership is expected at all levels, regardless of classification; please refer to the Team Leader stream of the Queensland Leadership Competencies framework for role expectations.

Skills and Competencies

• Engage actively with customers and stakeholders to cultivate a strong customer-focused mindset and understand varied customer perspectives.
• Manage competing priorities with a positive, balanced approach while helping team members adapt to evolving customer needs and expectations.
• Create and sustain a collaborative, positive team environment through transparent communication and mentoring for high performance.
• Utilize business management competencies in areas such as corporate governance, financial oversight, and human resource management.
• Exemplify professional, ethical, and culturally sensitive conduct consistently.

Mandatory Requirements

• Possession of a valid Class C driver's licence.

Additional Information

Applications will remain active for 12 months following submission.