Customer Service Manager, Housing and Public Works

2 weeks ago

Cairns, Queensland, Australia Department of Housing and Public Works Full time

Your role within Housing and Homelessness Services will support the department to deliver housing and homelessness services through Housing Service Centres. The work you will do helps someone every day.

Service Delivery, Housing and Homelessness Services provides a range of services, products and referrals to offer housing solutions for diverse customer groups.

You will manage functional teams delivering housing intake and assessment, tenancy management and property management.

What you will be doing:

• Provision of leadership, guidance and support the team and all staff through the effective coordination of a range of activities.

• Support a team culture which thrives on communication, collaboration, continuous improvement, positivity, safety and learning.

• An active and positive member of the local leadership team, working cooperatively across all teams and across the Service Delivery network.

• Ensure staff are supported to achieve excellence in their performance at work that maximises potential to achieve service delivery and strategic objectives.

• Understand, support, and apply policies and principles by coordinating and monitoring the delivery of service consistent with financial, HR and administrative delegations and responsibilities.

• Develop and apply a sound level of awareness and understanding of protocols and issues impacting on Aboriginal and Torres Strait Islander peoples to facilitate improved customer outcomes and communicating effectively and sensitively.

• Lead, model and foster professionalism, accountability and ethical behaviour.

The skills you will need include being able to:

• Actively work to understand customers and stakeholders, encouraging a strong customer-focus and understanding of customer perspectives.

• Promote and adopt a positive and balanced approach to managing conflicting demands. Assist team members to adapt to changing customer needs and expectations.

• Foster a collaborative and positive team environment through modelling open communication and developing staff for high performance.

• Apply business management skills in corporate governance such as financial and HR management.

• Model professional, ethical, and culturally sensitive behaviour and consistently apply those standards.

Applications to remain current for 12 months.

Job Ad Reference: QLD/668067/25Closing Date: Wednesday, 12  November 2025

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