Customer Service Manager

As a valued employee in the Department of Housing, Local Government, Planning and Public Works, you will play a vital role in delivering a range of services that make a real difference to the lives of Queenslanders.

Your role will support the department to provide housing assistance, homelessness support services, local government support and advice, state and regional planning, public works building and design and industry regulatory reform.

You will work in an organisation that is focussed on reframing the department’s relationship with Aboriginal and Torres Strait Islander peoples, communities, and organisations through the Path to Treaty, Closing the Gap and building our cultural capability.

Find out more about us, and what we do on our website www.housing.qld.gov.au.

We are looking to find the person best suited for the role and will be considering your knowledge, skills, experience, potential for development and future contribution to the department as well as your personal qualities and how they contribute to building a diverse workforce that reflects the Queensland community.

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 Senior Customer Service Manager, Area Manager, Tenancy Management team and all staff through the effective coordination of a range of activities.
• Represent the department in appeals and attending the Queensland Civil and Administrative Tribunal.
• Develop effective professional relationships with stakeholders to improve customer outcomes and processes.
• Manage formal internal and external complaints and facilitating resolutions.
• Complete submissions, briefing notes and reports and seek ways for continuous improvements.
• 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.
• Lead and ensure you establish and maintain a workplace safety culture by ensuring that all policies and practices concerning Workplace Health and Safety are applied and a part of day to day operations.
  
  
  

What we are looking for

• 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/574897/24

Closing Date: Thursday, 11 July 2024

Occupational group Management