Manager - Client Service Delivery

About the Role

We seek a proactive and strategic leader to direct a team committed to delivering exceptional customer service throughout the southern Queensland region. This temporary full-time position, based in Toowoomba with the option to negotiate alternative locations within the southern region, extends until 31 December 2026 with potential renewal. The role emphasizes operational excellence, innovation, collaboration, and community-centered outcomes in client service delivery.

Key Responsibilities

• Lead and oversee the delivery of client service products and services across multiple Customer Service Centres, ensuring alignment with organizational priorities and operational excellence.
• Develop and execute strategic and business plans that support integrated service delivery, aligning regional operations with state-wide goals while adapting to local community needs.
• Champion change initiatives, fostering a culture of adaptability, teamwork, and dedication to high-quality client services.
• Manage budgets, resources, and workforce capabilities effectively to meet organizational objectives and address operational challenges.
• Forge and maintain strong relationships with both internal and external stakeholders to support community-focused outcomes and collaborate with the Product Leadership team for consistency across service delivery policies and standards.
• Participate actively in performance management processes, providing constructive feedback and facilitating staff development to enhance capabilities in line with organizational goals.

Why Join This Role?

• Lead advancements in customer service through data-driven and digital initiatives to improve accessibility and responsiveness for Queensland residents.
• Drive meaningful impact by ensuring services meet community needs effectively across the region.
• Contribute to a diverse, inclusive, and respectful workplace culture that encourages collaboration and positivity.
• Commit to operational excellence and continuous improvement alongside a dedicated team.

Additional Information

This role is a temporary full-time appointment lasting until December 2026, with the possibility of extension. Applications will remain valid for 12 months after submission. The position is located onsite in Toowoomba, Queensland, with potential alternative site arrangements within southern Queensland. The closing date for applications is Monday, 10 August 2026. This opportunity falls under the occupational group "Management." Job Reference: QLD/696325/26.