Customer Service Manager (Frontline Services)

Ipswich Housing Service Centre is seeking a temporary Customer Service Manager until 6 September 2027 with the possibility of extension.

What you can expect in this role
Your role within Housing and Homelessness Services will support the department to deliver housing and homelessness services through Housing Service Centres. The work you will do helps someone every day, and that means the world to us. Frontline Services, 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.

Field work is a regular requirement of this role. Conditions in the field are changeable and can be volatile, requiring varying degrees of vigilance and management of risk.

What you will be doing:

• Provision of leadership, guidance and support the team and all staff through the effective coordination of a range of activities.
• 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 Frontline Services 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

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 our department's equity and diversity objectives which aim to build a workforce that reflects the Queensland community.

It is recognised that everyone is a leader regardless of classification level. Refer to the Team Leader stream of the Leadership competencies for Queensland framework to understand the expectations for this role.

The skills you will need include being able to:

• 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.

Mandatory Requirement

• Class C driver's licence

Staff who work at a Housing Service Centre deliver frontline services to Queenslanders in housing need.

Through Housing Service Centres across Queensland, HSC staff are our main contact points with customers.

They connect them to information, options, and support services to meet their housing needs. HSC staff work with customers to develop a plan that empowers them to improve their whole-of-life wellbeing and achieve safe, secure, and sustainable housing.

Our work aims to reduce the barriers many Queenslanders face to accessing safe, secure, and affordable housing and helps create pathways for them to achieve housing independence.

Watch this video to hear from staff who work at Housing Service Centres: