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Manager (Customer Service Centres)

3 months ago

Sunshine Coast, Australia Transport and Main Roads Full time

In the role of Manager (Customer Service Centres) you will provide strategic management of the Customer Service Centres and QGAP offices through the development of a framework for service delivery in areas of business operations, quality product/service and resource management to meet client needs.

You will ensure client satisfaction is maximized through highly efficient, effective and courteous service by all staff. You will ensure that departmental legislation and policies are administered with consistency and fairness.

Accountabilities include:

  • Develop strategic, business and financial plans for the CSCs and QGAPs to ensure the efficient, effective and timely delivery of products and services within a client focussed best practice and balanced budget environment, in consultation with the Manager (Client Service Delivery);
  • Oversee, lead and manage the operations of CSCs and QGAPs within area of responsibility, continually monitor performance standards and achievements of the centres and take action to ensure effective operations are maintained;
  • Provide quality service to customers and resolve specific customer problems in an efficient and courteous manner;
  • Liaise, negotiate and develop a strategic framework for consultation, communication and business activities with private, industry and community groups, to ensure products and services meet their needs;
  • Provide expert advice and interpretation to staff on policy and procedures within a wide legislative and system framework, to ensure consistent standards of product and service delivery;
  • Prepare regular reports on operational, administrative and quality standard matters for senior management;
  • Ensure office and system security measures are maintained;
  • Promote and ensure compliance with all relevant human resource management practices, including equity, occupational health and safety requirements, awards and public sector management standards;
  • Lead and manage the customer service centre team, including providing ongoing learning and developpment opportunities and actively manage employee performance;
  • Actively participate in the Branch's performance management process through accepting and providing positive and constructive feedback. Participate in training and development opportunities as necessary to achieve regional goals;
  • Provide a safe and healthy workplace through managing resources to ensure compliance with workplace health and safety and employee rehabilitation legislation, human resources practices, codes of practice, standards and departmental policy and procedures, participating in risk management and corrective action.
  • Gympie cluster includes office's located in Gympie, Kingaroy, Nanango and Toogoolawah.
This role reports to the Manager (Client Service Delivery).

Applications to remain current for 12 months

Job Ad Reference:
QLD/462652/22

Closing Date:
Monday, 9 January 2023This work is licensed under a Creative Commons Attribution 3.0 Australia License.