Client Services Team Leader

Role overview

QLeave is looking for an experienced and driven client services leader to manage a team of Client Services Officers in Brisbane’s North. This is a flexible, full-time temporary role suited to someone who enjoys leading in a busy contact centre setting and is committed to strong customer outcomes.

QLeave is a statutory authority that oversees portable long service leave schemes for workers in the building and construction, contract cleaning, and community services sectors. Managing more than $2 billion in funds, the organisation focuses on governance, accountability, service quality, and supporting Queensland workers to receive the long service leave benefits they have earned.

The authority operates under three Acts and places strong emphasis on compliance, risk management, organisational culture, and sustainable scheme administration.

What the role involves

As the Team Leader, you will guide daily activity in a high-volume client services environment. You will help ensure customer enquiries and claims are handled efficiently, performance targets are met, escalations are managed appropriately, and the team is supported through coaching, guidance, and practical problem-solving.

You will also contribute to consistent use of legislation and policy, while identifying ways to improve processes, systems, and the overall customer experience.

Key duties

• Direct the day-to-day work of a client services team handling customer enquiries and claim processing.
• Use workforce and performance tools to monitor activity, respond to service demands, and maintain delivery standards.
• Improve service quality through active team leadership, including motivating staff, coaching, training, and resolving issues.
• Coordinate staffing expectations and team coverage, including leave management and absenteeism.
• Review business processes to find efficiency gains and help maintain policies, procedures, and work instructions aligned to current priorities.
• Check customer interactions and provide guidance or training to support consistent application of processes.

Selection focus

Applications will be assessed based on experience, potential for growth, and personal attributes. QLeave will look for evidence that you can lead in a demanding environment, support people development, interpret and apply legislation and policy, analyse information and report findings, manage escalated service issues, communicate clearly, deliver strong customer service, improve processes, and handle conflict constructively.

Qualifications and application details

There are no mandatory qualifications for this position. However, prior experience leading teams in a customer service contact centre will be highly valued.

To apply, you need to submit a detailed resume covering your qualifications, experience, and achievements, along with a short cover letter of no more than 2 pages that explains your interest in the role and provides evidence against the required attributes.

For a confidential discussion about the position, contact Marina Tolic at [email protected].

QLeave is an equal opportunity employer and supports diversity. Recruitment adjustments can be arranged on request so candidates can demonstrate their abilities.

Additional information

Occupational group: Customer Service/Call centre.