Client Services Team Leader

About the role

We are looking for an experienced Client Services Team Leader to head a high‑volume contact centre team in Brisbane’s North. The role is a full‑time temporary position within QLeave, a statutory authority that administers portable long‑service‑leave schemes for Queensland workers.

Key responsibilities

• Oversee day‑to‑day operations of a team of Client Services Officers handling customer enquiries and claims.
• Monitor performance metrics using workforce tools and ensure service standards are met.
• Coach, motivate and train staff, manage resourcing, leave and absenteeism.
• Handle escalated enquiries and ensure consistent application of legislation and policy.
• Identify and implement process improvements to enhance efficiency and customer outcomes.
• Develop and maintain relevant policies, procedures and work instructions.

Required profile

• Proven experience leading a contact‑centre or customer‑service team in a fast‑paced environment.
• Strong understanding of service delivery standards and performance monitoring.
• Ability to coach and develop staff, manage workload and resolve complex issues.
• Excellent communication skills and a focus on delivering high‑quality customer outcomes.

Required skills