We're looking for a Team Leader - Customer Support to join the Customer Support team.
Lead a high-performing team at WorkCover QLD. Drive outcomes through coaching, culture, and leadership that makes a real difference.
At WorkCover Queensland our vision is to be the best worker's compensation insurer, to make a positive difference to people's lives and to keep Queenslanders working. Our flexible work environment allows you to be your best every day and contribute to the big picture. Our organisation is made up of individuals who collaborate and seek to engage others, working together as One Team. We embrace diversity and value people who bring personal energy and authenticity to everything they do. If you're someone with a strong values-oriented compass and you want to achieve sustainable outcomes, you will find a great community at WorkCover .
A bit about us:
The Customer Support team at WorkCover Queensland is the first point of contact for injured workers, employers, and providers, guiding them through every stage of the workers' compensation journey. We manage high-volume customer interactions, deliver accurate information, and provide technical support to ensure issues are resolved quickly and with care. As leaders within this team, we set the tone for service excellence, develop our people through coaching, drive outcomes that help Queenslanders get back to work safely, and support our vision of being the best workers' compensation insurer and making a positive difference to people's lives.
You'll contribute to:
Leading, Inspiring and guiding a team of ~10 Customer Support Representatives within the contact centre to deliver empathetic, timely, and accurate customer service outcomes.
Embedding a strong coaching culture through tailored feedback, 1:1s, and development conversations that uplift capability and drive results.
Making informed decisions on resource allocation, workload management, and task prioritisation to maximise productivity and service quality.
Cultivating a collaborative, high-performance environment where continuous improvement and innovative problem-solving thrive.
A bit about you:
Demonstrated experience (minimum 1 year) leading frontline teams in contact centre, customer service, or other high-volume environments.
Proven ability to build high-performing teams by coaching, mentoring, and developing staff to achieve results.
Strong understanding of customer service metrics, resource allocation and operational performance standards.
A values-driven leader with excellent communication skills who builds trust, drives accountability, and fosters collaboration.
Please submit your resume and covering letter to Lara Thomas, Talent Advisor with applications closing at 5p m Wednesday, 11 March 2026.
We are committed to ensuring WorkCover reflects the diversity of the Queensland community. We welcome applications from First Nations peoples, members of the LGBTQIA+SB community, people of all ages, people who are neurodivergent, people with disability, and people from culturally and linguistically diverse backgrounds.
To provide you the best experience, we can support with accommodations or reasonable adjustments at any stage of the recruitment process. Simply inform our recruitment team during your conversation with them.
Pre-employment checks will be conducted on all prospective employees. This will include a Right to Work in Australia Check, Police Check, Education Check, Reference Check and where appropriate a Visa Check. The information provided will be treated as confidential in accordance with the Information Privacy Act 2009 (Qld).
Please Note: WorkCover does not accept unsolicited resumes from agencies and will not be liable for related fees. All recruitment is managed internally. Agencies must not represent or promote WorkCover roles without prior written authorisation.
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