Senior Customer Service Manager

2 weeks ago

Townsville, Queensland, Australia The State of Queensland Full time

Department of Housing
Northern Region; Service Delivery; Housing & Homelessness Services; Townsville

As a valued employee in the Department of Housing, Local Government, Planning and Public Works, you will play a vital role in delivering a range of services that make a real difference to the lives of Queenslanders.
Your role will support the department to provide housing assistance, homelessness support services, local government support and advice, state and regional planning, public works building and design and industry regulatory reform.
You will work in an organisation that is focussed on reframing the department's relationship with Aboriginal and Torres Strait Islander peoples, communities, and organisations through the Path to Treaty, Closing the Gap and building our cultural capability.

Find out more about us, and what we do on our website

We are looking to find the person best suited for the role and will be considering your knowledge, skills, experience, potential for development and future contribution to the department as well as your personal qualities and how they contribute to building a diverse workforce that reflects the Queensland community.
Service Delivery, Housing and Homelessness Services provides a range of services, products and referrals to offer housing solutions for diverse customer groups.

You will ensure efficient and effective service delivery that is reflective of customer need and aligned to outcomes for the individual and the organisation.

What you will be doing

• Provision of leadership, guidance and support to the Manager and all staff through the effective coordination of a range of activities such as workload and workforce management and planning.

• Create a team culture which thrives on communication, collaboration, continuous improvement, positivity, safety, learning and capability building.

• Be an active and positive member of the local leadership team.

• Ensure staff are supported to achieve excellence in their performance at work through promoting and supporting a high performance culture that maximises potential.

• Apply HR management policies and principles by coordinating and monitoring the delivery of service consistent with financial, HR and administrative delegations and responsibilities.

• Develop and apply a high level of awareness and understanding of protocols and issues impacting on Aboriginal and Torres Strait Islander peoples to facilitate improved service delivery and customer outcomes and communicating effectively and sensitively with people from different cultural backgrounds.

• Lead and ensure you establish and maintain a workplace safety culture by ensuring that all policies and practices concerning Workplace Health and Safety are applied and a part of day to day operations.

What we are looking for

• Work to understand customers and stakeholders, encouraging a strong customer-focus and build understanding perspectives within the team.

• Balanced approach to managing conflicting demands and assist the team to adapt to a changing environment.

• Build networks and work collaboratively with others.

• Demonstrate clear and concise written and verbal communication, modelling open communication.

• Identify a broad range of development opportunities for team members and build a cohesive and supportive team environment.

Applications to remain current for 12 months.

Further information

We are committed to building inclusive cultures in the Queensland public sector that respect and promote human rights and diversity .

Please ensure you download all attachments and follow the instructions on how to apply.

Documents

Before applying for this vacancy please ensure you read the documents below.

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We are committed to building inclusive cultures in the Queensland public sector that respect and promote human rights and diversity , including making any reasonable adjustments to support you through the recruitment process.

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