Operational Lead - Flexible

Role overview

As the Operational Lead, you will help ensure the Dispute Resolution team delivers reliable, high-quality service and runs efficiently on a day-to-day basis. Working to the Manager, Dispute Resolution, you will coordinate workflow, provide operational backing, check quality standards, and coach the team so customers receive timely, consistent, and service-oriented outcomes.

The position is responsible for supporting and developing Early Resolution Officers, balancing caseloads, prioritising service delivery, and contributing to improvement work that lifts both customer experience and team performance. You will also partner with leaders and stakeholders to work through operational issues and uphold strong team standards.

Key responsibilities

• Provide leadership, guidance, and development support to a frontline team delivering customer-focused services.
• Monitor operational performance to make sure targets, service expectations, and outcome standards are met.
• Coach and mentor team members to build capability and encourage a positive, collaborative culture.
• Handle complex and escalated matters to support fair and timely resolution.
• Review performance information and use it to guide decisions and continuous improvement.
• Spot opportunities to improve processes and strengthen service delivery and the customer experience.
• Work across the organisation to support broader priorities and operational effectiveness.
• Maintain compliance with applicable legislation, internal policies, and Ombudsman standards.

Mandatory requirements

No formal qualification is required for this role. However, experience in dispute resolution, customer service, or people leadership would be an advantage.

To be appointed, you must be an Australian citizen, a permanent resident, or hold a visa that allows you to work in Australia. If your right to work in Australia ends, you must notify EWOQ.

The role sits within a community engagement-focused environment, so team members may attend community events both during and outside normal working hours. Travel within the state and interstate may also be needed.

Additional information

Applications may stay active for up to 12 months and could be considered for future roles that are the same or similar.

Appointment is subject to a criminal history check under section 52 of the Public Sector Act 2022.

Current and former public sector employees must disclose any history of serious disciplinary action before appointment, in line with section 71 of the Public Sector Act 2022.

All employees must disclose any interests that conflict, may conflict, or may be perceived to conflict with their duties, in accordance with sections 89, 182, or 183 of the Public Sector Act 2022.

Applications must be submitted online. Do not upload zipped files; any attached documents must be in Microsoft Word or PDF format.

Work environment

This position is based in Brisbane, Queensland, Australia and is part of the Customer Service/Call Centre occupational group.