Former Customer Services Branch -TMR
This position is part of the Department of Customer Services, Open Data and Small and Family Business (CDSB) as part of the recent Machinery-of-Government changes. CDSB is currently in negotiations for a certified agreement to cover all CDSB employees. In the meantime, the TMR Agreement conditions apply to this position.
The Service Centre Operations team within the Department of Customer Services, Open Data and Small and Family Business delivers frontline customer services across multiple channels—face-to-face, online, and by phone—providing essential government services such as driver licensing and vehicle registration to Queenslanders. As a key team member, you will ensure a seamless customer experience across the SEQ North network by maintaining service standards, leading and supporting staff, advocating for customers, and driving continuous improvement through innovation and a strong commitment to public service values.
As The Manager (Customer Service Centre), You Will
* Oversee and manage day-to-day operations of designated centres, monitoring performance and implementing improvements.
* Deliver quality customer service and resolve complex issues promptly and professionally.
* Develop strategic, business, and financial plans to ensure efficient service delivery within budget.
* Provide expert advice on policy and procedures to maintain consistency and compliance.
* Promote and uphold HR practices, including equity, safety, diversity, and performance management.
* Lead and develop teams, ensuring capability building and a culture of inclusion and respect.
* Undertake additional tasks and responsibilities as directed by the Manager (Client Service Delivery).
To thrive in this role, you will need to demonstrate the following:
* Demonstrated leadership in managing multi-site operations within a customer service environment.
* Ability to lead teams through change and drive initiatives with confidence.
* Strong skills in motivating and developing high-performing teams.
* Excellent communication and interpersonal skills for policy interpretation and stakeholder engagement.
* A flexible and proactive approach, with a commitment to continuous improvement.
* Proven ability in strategic, financial, and business planning with accountability for governance outcomes.
Applications to remain current for 12 months.
Occupational group
Customer Service/Call centre