Contact Centre Manager – Customer Experience

About the role

We are looking for an experienced Contact Centre Manager to lead the Customer Experience function at the Residential Tenancies Authority. Based in Brisbane CBD, you will oversee high‑volume contact operations and drive strategic improvements to enhance both customer and employee experiences.

Key responsibilities

• Lead and develop frontline Team Leaders across Contact Centre, Dispute Resolution, Support and Bond Management teams.
• Design, implement and evaluate strategic and operational customer experience plans.
• Analyse data and reporting to identify trends, diagnose issues and drive continuous improvement.
• Establish performance management frameworks, set expectations and monitor outcomes.
• Collaborate with internal and external stakeholders, including senior executives, government agencies and community partners.
• Champion change initiatives and embed customer‑centric practices throughout the organisation.

Required profile

• Proven experience leading high‑performing contact centre operations.
• Strong analytical ability with a track record of using data to improve service and efficiency.
• Demonstrated success in developing and executing customer service strategies.
• Excellent written and verbal communication skills, including senior‑level reporting.
• Ability to manage change, build relationships and influence diverse teams.

Required skills

• Data analysis and reporting.
• Performance management.
• Customer feedback mechanisms.
• Continuous improvement processes.

What we offer

• Generous flexible working arrangements.
• Modern offices at Midtown Centre, Mary St, Brisbane CBD.
• Professional development and learning opportunities.
• Supportive, diverse and inclusive culture.
• Health, wellbeing and reward programmes.