The Service Centre Operations team within the Department of Customer Services, Open Data and Small and Family Business delivers essential frontline government services to Queenslanders across face-to-face, online and phone channels, including driver licensing and vehicle registration. As a key member of the SEQ North network, you will lead and support staff to deliver consistent, high-quality customer experiences, uphold service delivery standards, and advocate for customers. You will contribute to a positive team culture and drive continuous improvement through innovation, collaboration, and a strong commitment to public service values.
As Manager (Customer Service Centre), you will play a pivotal leadership role in delivering high-quality, accessible government services to the community. You will lead one or more service centres, drive operational excellence, empower your team, and ensure every customer interaction reflects professionalism, care and efficiency. This is an opportunity to make a tangible difference by shaping service delivery, strengthening team capability, and improving outcomes for Queenslanders.
Your responsibilities
* 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).
What this role offers
This role offers a rewarding opportunity to lead meaningful work that directly impacts the lives of Queenslanders. You'll be part of a supportive and values-driven organisation, with access to leadership development, career progression opportunities, and the ability to influence how services are delivered across the network. You will gain exposure to strategic decision-making, strengthen your leadership capability, and work alongside committed professionals who are passionate about delivering great customer outcomes. Most importantly, you will have the chance to make a genuine difference by shaping the customer experience and contributing to a culture of service excellence.
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