Client-Centred Service Leader

20 hours ago

Brisbane, Queensland, Australia beBeeManager Full time
Job Description:

Virtual Services Manager

Join us in this exciting opportunity to lead our Virtual Services team. As the newly established Virtual Services Manager, you will have the unique chance to build and shape a growing team and set the standard for innovative, client-focused service delivery in a rapidly evolving virtual environment.

You will develop operational practices from the ground up, fostering a collaborative culture and ensuring all systems and processes align with RAQ's vision for exceptional support across Queensland.

Working closely with the Head of Virtual Services, you will drive strategic direction and operational excellence while empowering Team Leaders and practitioners to deliver high-quality, client-centred services.

This role offers the chance to make a meaningful impact by championing a culture of care, collaboration, and continuous improvement—helping both clients and team members thrive in a purpose-driven environment.

Key Responsibilities:
  • Directly mentor, support, and develop Team Leaders to build a high-performing, motivated team.
  • Oversee day-to-day operations, ensuring prompt team responses to complex, urgent, or high-risk client issues.
  • Analyse real-time data and client feedback to continually enhance service delivery and client outcomes.
  • Act as a key escalation point and provide hands-on leadership during challenging situations.
  • Lead initiatives that promote a positive, supportive, and inclusive team culture.
  • Drive improvements in client experience, ensuring every interaction meets our quality and care standards.
  • Play a visible role in workforce planning, recruitment, and onboarding to strengthen team capability and resilience.
Requirements:

Essential Qualifications:

  • Undergraduate qualification in Social or Behavioural Science, Social Work, Psychology or Law.
  • Proven experience mentoring and developing leaders to build a high-performing, motivated team.
  • A track record of managing daily operations and responding decisively to urgent or complex client needs.
  • Demonstrated ability to analyse performance data and client feedback to drive continual improvement.
  • Experience serving as a key escalation point and providing hands-on leadership during challenging situations.
  • Strong skills in workforce planning, recruitment, and onboarding to enhance team capability and resilience.

Desirable Skills:

  • Postgraduate qualification in Social or Behavioural Science, Social Work, Psychology or Law.
  • Experience working in a non-profit organisation.
  • Knowledge of social media platforms and their application in client engagement.
Benefits:

We believe in supporting our people both inside and outside the workplace. Here are some of the benefits you can look forward to:

  • Work-Life Balance - Enjoy a flexible, supportive culture that empowers you to thrive at work and at home.
  • Boost Your Take-Home Pay - Access salary packaging options.
  • Extra Time Off - Recharge with additional paid leave days over the Christmas period.
  • Annual Leave Loading - Receive extra pay when you take annual leave.
  • Study Leave - Pursue further qualifications with up to 2 weeks of paid study leave each year.
  • Generous Parental Leave - Take the time you need to focus on your family with our paid parental leave program.
  • Wellbeing Support - Benefit from medical insurance discounts and free access to our Employee Assistance Program.
How to Apply:

To apply, send us your resume and a brief cover letter outlining why you're the ideal person for this role.

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