We are proud to be partnering with
The Digital Customer (Smart Service Queensland)
team within the
Department of Customer Services, Open Data and Small and Family Business (CDSB)
who provides digitally enabled whole-of-government services to the Queensland public through multiple channels including phone, counter and online. This stream brings together technology, development, products, design, engagement, and operations to deliver simpler connected services.
As the Professional Support Team Leader, you will:
* Provide advanced client-focussed telephone social services using solutions-focussed and other cognitive behavioural or strengths-based counselling techniques.
* Lead the telephone-based human/community support and referral services delivered to members of the public (including people directly experiencing homelessness and other hardship-related issues).
* Develop and implement a coaching/supervision framework for team members in response to the delivery of high impact psycho-social services and monitor performance.
* Develop team goals, strategies and work plans to improve service delivery outcomes and efficiencies of the services offered.
* Work closely with the Quality, Business Improvement, Partner and Engagement and Operations Managers to ensure consistent communications and successful embedding of new capabilities into the team's operations.
* Develop referral networks to increase support options for clients.
* Collate, analyse, and report on data to identify trends and make recommendations to stakeholders regarding service improvement opportunities.
* Provide advice to senior management in the resolution of both routine and high-risk or difficult situations with regard to customer and service problems, by using high-level problem-solving skills.
**Job Ad Reference: QLD/674450/25
Closing Date: Monday, 19 January 2026**
Applicants new to DFP may be asked to provide additional information including work rights status via a survey link – if requested, we ask that you provide this information in order to expedite your application.
DFP welcomes applications from Aboriginal and Torres Strait Islander people, people with diverse cultural and linguistic backgrounds and people with disability. In addition, DFP will provide reasonable adjustments for individuals with disability throughout the recruitment process. If you identify as a person with disability and require adjustments to the application, recruitment, selection and/or assessment process, please advise via or and indicate your preferred method of communication (email, phone, text) so we can keep in touch and meet your accessibility needs.
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