Customer Service Manager (Frontline Services) at Queensland Government

Responsibilities

• Provide leadership, guidance and support to the team and all staff through effective coordination of a range of activities.
• Support a team culture that thrives on communication, collaboration, continuous improvement, positivity, safety and learning.
• Serve as an active and positive member of the local leadership team, working cooperatively across all teams and the Frontline Services network.
• Ensure staff are supported to achieve excellence in their performance and maximise potential to meet service delivery and strategic objectives.
• Understand, support and apply policies and principles by coordinating and monitoring the delivery of services consistent with financial, HR and administrative delegations.
• Develop and apply awareness of protocols and issues impacting Aboriginal and Torres Strait Islander peoples to facilitate improved customer outcomes and communicate effectively and sensitively.
• Lead, model and foster professionalism, accountability and ethical behaviour.
• Establish and maintain a workplace safety culture by applying Workplace Health and Safety policies and practices to daily operations.

Qualifications

• Strong customer focus and ability to understand customers and stakeholders.
• Ability to promote and adopt a positive and balanced approach to managing conflicting demands.
• Ability to assist team members to adapt to changing customer needs and expectations.
• Foster a collaborative and positive team environment through open communication and staff development for high performance.
• Apply business‐management skills in corporate governance, including financial and HR management.
• Model professional, ethical and culturally sensitive behaviour and consistently apply those standards.
• Mandatory: ClassC driver's licence, applications must remain current for 12 months.