Maintenance Response Centre Manager

2 weeks ago

Brisbane, Queensland, Australia Energy and Public Works Full time

The primary purpose of the position is to is to provide excellent customer service aligned with the Department's vision and values and to promote this objective throughout the organisation via superior leadership and execution of a program of works around the optimisation of the maintenance response centre service operation.


The role is responsible for the delivery of an integrated customer contact service across the sector to all QBuild customers and members of the public through the QBuild Customer Contact channel.

The Maintenance Response Centre Manager ensures that the needs of customers are being satisfied through the development of an engaged workforce, efficient processes and current/relevant technology.

The position leads and manages a team of staff.

Key Responsibilities:

  • Lead the development and implementation of contact centres including the deployment of telephony platform/s and supporting infrastructure ensuring improved customer experience and delivery on agreed outcomes.
  • Devise and implement an innovative program for staff that will allow for continuous development and wellbeing opportunities aligned to agreed KPIs.
  • Lead the development and implementation of business performance measurement systems, including client service agreements, and reporting frameworks which will allow for recommendations on continuous business improvements.
  • Ensure integrated, professional communication with internal and external stakeholders and clients and that these relationships inform the strategic business planning of the contact centre.
  • Provide of detailed and comprehensive briefings to Executive Leadership on the performance of the contact centre, including opportunities for business and client relationship improvement.
  • Work effectively as part of a leadership team and in building organisational capabilities and professional expertise within and outside the department.
  • Proactively manage the work performance and personal conduct of your staff.

How to Apply:

Applications to remain current for 12 monthsThis work is licensed under a Creative Commons Attribution 3.0 Australia License.

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