Manager Customer Service Centre

Former Customer Services Branch -TMR

This position is part of the Department of Customer Services, Open Data & 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.

We are seeking a proactive, energetic, & agile manager to join our diverse and inclusive team at the Department of Customer Services, Open Data & Small and Family Business, based in the Toowoomba region. This role supports multiple centres, including Harristown & Toowoomba City, & Pittsworth and offers the opportunity to lead across a dynamic and community-focused environment.

We're looking for applicants with strong leadership capability and a demonstrated ability to manage and support teams across varied service areas

The purpose of the Manager (Customer Service Centre) is to provide strategic management of the Customer Service Centre 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 maximized through highly efficient, effective and courteous service by all staff.

Some Of Your Responsibilities Will Include

• Develop strategic, business and financial plans for the Customer Service Centre to ensure the efficient, effective and timely delivery of products and services within a client focussed best practice and balanced budget environment, in consultation with the Manager (Client Service Delivery).
• Oversee, lead, and manage the operations of the Customer Service Centres and Queensland Government Agencies within area of responsibility, continually monitor performance standards and achievements of the centres and take action to ensure effective operations are maintained.
• Promote and ensure compliance with all relevant human resource management practices, including equity, occupational health and safety requirements, awards, and public sector management standards.
• Lead and manage teams in accordance with the department's performance management process, including providing ongoing learning and development opportunities and actively managing 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.

Mandatory Qualifications And Conditions

• Due to this role having access to sensitive data, a criminal history check will be undertaken prior to appointment to the role.
• The recommended applicant must hold a current 'C' or 'CA' class driver's licence and will be required to undertake frequent Intrastate travel both within the Cluster and occasionally outside the Cluster to attend Regional Management events.
• The recommended applicant will be required to disclose any serious disciplinary action taken against them in public sector employment.

Requirements Of The Role
To be successful in this role you will need to demonstrate:

• Passion and commitment towards customer service,
• Experience in leading, motivating and developing teams,
• Strong communications skills, both verbal and written,
• Commitment to promoting respect, inclusion, and diversity,
• Ability to foster a positive team culture.

We value diversity and inclusion and encourage you to contact the manager listed as the contact to discuss any additional support or adjustments that may assist you to have the best opportunity to participate in the recruitment process.

Applications to remain current for 12 months

Job Ad Reference: QLD/665674/25
Closing Date: Tuesday, 28 October 2025
Occupational group
Management