Manager Customer Service Centres Tablelands Cluster Mareeba

4 weeks ago

Cairns, Queensland, Australia Department of Transport and Main Roads Full time

Former Customer Services Branch - TMR

This position is part of the Department of Customer Services, Open Data and Small and Family Business (CDSB), following recent Machinery-of-Government changes. CDSB is currently negotiating a certified agreement for all employees; until then, TMR Agreement conditions apply.

Are you passionate about helping people and seeking a meaningful leadership role that supports close-knit communities? The Department of Customer Services, Open Data and Small and Family Business (CDSB), is looking for a proactive Manager Customer Service Centres (Tablelands) to oversee Service Centre Operations within the Tablelands cluster.

You will lead teams delivering various Queensland Government services through multiple channels. Your teams are the first point of contact for licensing, registration, and general enquiries, supporting agencies like Births, Deaths & Marriages registry. They also provide statewide online services and may operate remotely as contact centre agents, making each day diverse and impactful.

As a key team member, you will manage the Customer Service Centre (CSC) strategically, developing frameworks for service delivery, ensuring high-quality, efficient, and courteous service, and administering departmental policies consistently and fairly.

As The Manager Customer Service Centre, You Will
  • Develop strategic, business, and financial plans to ensure efficient, effective, and timely service delivery within a client-focused, best-practice, and balanced budget framework, in consultation with the Manager (Client Service Delivery).
  • Oversee, lead, and manage the operations of CSCs within your area, monitoring performance and taking corrective actions as needed.
  • Provide quality customer service and resolve issues efficiently and courteously.
  • Lead and manage Customer Service Centre teams, providing ongoing development and actively managing performance.
  • Offer expert advice on policy and procedures within legislative and systemic frameworks to ensure consistent standards of service.
In Return We Offer a Range of Benefits Including:
  • A competitive remuneration package with Employer Superannuation contributions up to 12.75%
  • Five weeks of annual leave plus 14% leave loading
  • Salary packaging options
  • Learning and development opportunities
  • Study assistance programs
  • Wellness Program
  • Employee Assistance Program
  • Work/life balance, variety, and flexibility

We celebrate diversity and foster a workplace culture based on respect, dignity, and fairness.

Please refer to the role description and applicant guide for more information.

This position is part of the Department of Customer Services, Open Data and Small and Family Business (CDSB), following recent Machinery-of-Government changes. CDSB is currently negotiating a certified agreement for all employees; until then, TMR Agreement conditions apply.

Applications will remain current for 12 months.

Job Ad Reference: QLD/651683/25

Closing Date: Friday, 15 August 2025

Occupational group: Management

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