Customer Service Manager (Frontline Services)

Do you want to lead a team that helps people access housing, sustain tenancies and navigate difficult moments with dignity and care?

As Customer Service Manager at Chermside Housing Service Centre, you will lead frontline teams delivering housing intake and assessment, tenancy management and property management. The work you do will help shape better outcomes for people and households across the community, often when support matters most.

You will guide and support staff, coordinate day-to-day service delivery, and build a team culture grounded in communication, collaboration, learning, safety and continuous improvement. You will work closely with local leaders and colleagues across the broader service network to make sure services are practical, responsive and focused on customer needs.

This role suits someone who can balance people leadership with service delivery.

You will support staff to perform at their best, manage competing priorities and create a workplace where professionalism, accountability and respect are part of everyday practice. You will also contribute to sound business operations, including financial, people and administrative responsibilities.

Through this work, you will support the department's goal of delivering housing assistance and homelessness services that improve the lives of Queenslanders. You will also contribute to a genuine partnership approach with Aboriginal and Torres Strait Islander peoples, communities and organisations, and help build a culturally capable, inclusive and respectful workplace.

Regular field work is part of this role. Conditions can change quickly and may at times be unpredictable, so you will need to stay alert, use sound judgement and actively manage safety and risk.

In this role, you will:
- Lead with clarity, empathy and confidence.
- Build a positive, high-performing team culture.
- Understand customer needs and support strong service outcomes.
- Manage competing demands in a calm and balanced way.
- Work collaboratively across teams and services.
- Apply financial and people management responsibilities effectively.
- Model ethical, professional and culturally respectful behaviour.

A Class C driver licence is required.

If you are motivated by meaningful frontline leadership, enjoy supporting others to succeed, and want your work to make a difference every day, this could be the role for you.

One permanent flexible full-time positions available, noting this process will be utilised to backfill future permanent and temporary opportunities.

Applications to remain current for 12 months.

Job ad Reference: QLD/697509/26

Closing Date: Monday, 24 August 2026