Manager (Client Service Delivery)

3 weeks ago

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

Are you a dynamic leader passionate about delivering high-quality customer service across diverse communities? Join our Service Centre Operations team and play a pivotal role in shaping consistent, client-focused service delivery across Queensland as a delivery agent for the Department of Transport and Main Roads (TMR).

As the Manager (Client Service Delivery), you will lead the operations of multiple customer service sites within Northern region. You will be responsible for driving performance, managing resources, and ensuring the delivery of integrated, efficient, and responsive services to the community. This role is key to achieving strategic outcomes and fostering collaboration across the department and with external stakeholders.

KEY RESPONSIBILITES

  • Lead and manage the operations of Customer Service sites, ensuring performance standards are met and service excellence is maintained.
  • Develop and implement strategic and business plans to support integrated service delivery across the region.
  • Manage budgets, resources, and workforce capabilities to deliver agreed regional outcomes in alignment with departmental priorities.
  • Build and maintain effective relationships with internal and external stakeholders to support community-focused service delivery.
  • Collaborate with the Customer Service Operations Leadership team to ensure consistency in service delivery policies, processes, and performance across the state.
  • Champion workplace health and safety, employee wellbeing, and compliance with relevant legislation and departmental policies.
  • Lead change initiatives, including the implementation of new systems, procedures, and service channels.
  • Resolve complex customer issues and complaints, ensuring a high standard of customer care and responsiveness.

ABOUT YOU

We value diversity and are committed to finding the person best suited to the role. In assessing your suitability, we will consider:

  • Your skills, experience, qualifications, and personal attributes.
  • Your potential to contribute to the department's future success.
  • Your alignment with our workforce diversity and inclusion goals.

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 Core Agreement conditions apply to this position.

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