Customer Service Centre Manager

About the role

The Department of Customer Services is seeking a proactive leader to manage one or more service centres that deliver essential frontline government services across face‑to‑face, online and phone channels. You will ensure every customer interaction is professional, caring and efficient while shaping service delivery for Queenslanders.

Key responsibilities

• Oversee day‑to‑day operations of designated service centres, monitor performance and drive continuous improvement.
• Deliver high‑quality customer service and resolve complex issues promptly.
• Develop strategic, business and financial plans to meet service targets within budget.
• Provide expert advice on policy and procedures to ensure consistency and compliance.
• Promote HR best practices, including equity, safety, diversity and performance management.
• Lead, coach and develop teams, fostering an inclusive and respectful culture.
• Undertake additional tasks as directed by the Manager (Client Service Delivery).

Required profile

• Proven leadership experience in a customer‑service or call‑centre environment.
• Strong commitment to public‑service values and continuous improvement.
• Ability to manage budgets, performance metrics and policy compliance.
• Excellent communication and stakeholder‑engagement skills.

Required skills

What we offer

• A rewarding role that directly impacts the lives of Queenslanders.
• Supportive, values‑driven organisation with leadership development opportunities.
• Career progression and the chance to influence service delivery across the network.
• Exposure to strategic decision‑making and a collaborative professional environment.