Senior Customer Service Manager

About the role

The Department of Housing and Public Works is seeking a Senior Customer Service Manager to lead its Housing Service Centre team in Queensland. This role combines strategic leadership with hands‑on field work, supporting diverse customer groups and contributing to sustainable community outcomes.

Key responsibilities

• Provide leadership, guidance and support to managers and staff, overseeing workload, workforce planning and service coordination.
• Foster a team culture built on communication, collaboration, continuous improvement, safety and capability development.
• Act as an active member of the local leadership team, promoting high‑performance standards.
• Apply HR policies and financial delegations to ensure consistent, accountable service delivery.
• Develop and apply cultural awareness regarding Aboriginal and Torres Strait Islander peoples to improve outcomes.
• Lead workplace health and safety initiatives, ensuring policies are embedded in daily operations.

Required profile

• Demonstrated passion for community‑focused service and ability to work in changeable, sometimes volatile field conditions.
• Strong risk‑management and vigilance skills.
• Class C driver’s licence (mandatory).
• Experience in leading diverse teams and managing performance.

Required skills

• Class C driver’s licence