Manager (Customer Service Centres)

3 weeks ago

Cairns, Queensland, Australia Department of Customer Services, Open Data and Small and Family Business Full time

Are you passionate about helping people and looking for a meaningful role that leads teams across several close-knit communities?

At the Department of Customer Services, Open Data and Small and Family Business (CDSB), we're looking for a proactive Manager Customer Service Centres (Tablelands) to lead the delivery of Service Centre Operations within the Tablelands cluster.

You will lead teams who deliver various Queensland Government services, through multiple channels of service delivery. Your teams are the first face of a customer's journey to process licensing and registration services, supporting other agencies like the registry of Births, Deaths & Marriages, and handling general enquiries. They deliver statewide services through online channels, and capacity to explore call operations as remote contact centre agents—each day is different and meaningful.

As a key member of the team, you will provide strategic management of the Customer Service Centre (CSC) 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 maximised through highly efficient, effective and courteous service by all staff. You will ensure that departmental legislation and policies are administered with consistency and fairness.

As the Manager Customer Service Centre, you will:

  • Develop strategic, business and financial plans for the CSC to ensure the efficient, effective and timely delivery of products and services within a client focused best practice and balanced budget environment, in consultation with the Manager (Client Service Delivery).
  • Oversee, lead and manage the operations of CSCs 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.
  • Lead and manage the Customer Service Centre teams, including providing ongoing learning and development opportunities and actively manage employee performance.
  • 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.

Please note: 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.

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