Customer Service Manager (Frontline Services)

Your role within Policy, Performance and First Nations will support the department to develop and implement housing and homelessness strategies and policies to support service delivery and drive housing and homelessness reform to deliver outcomes for First Nations peoples and communities.
You will manage and lead a functional team delivering housing services such as intake and assessment, tenancy management advice and services directly to customers in person over the front counter, through home visit, by telephone, correspondence, in the field and through outreach services in remote communities as required.
Regular travel and field work in remote communities is a requirement of the role. The department does not provide long term accommodation for this role. When travelling on behalf of the department, accommodation will be provided.

What you will be doing:

• Take the lead in managing yourself and your team delivering front line services, including work and travel planning to ensure regular community visits.
• Take responsibility for applying financial and human resources delegations, and workflow management within a team to ensure appropriate and efficient service delivery, and monitoring, analysing, and reporting on key performance indicators.
• Work within a legislative and policy framework, using multiple administrative systems to achieve service delivery outcomes.
• Develop and maintain professional and productive relationships with stakeholders to facilitate improved customer outcomes and processes.
• Communicate effectively and sensitively with people from different cultural backgrounds, particularly First Nations peoples, having an awareness and understanding of protocols and issues impacting on Aboriginal and Torres Strait Islander communities to facilitate improved service delivery and customer outcomes.

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 Individual Contributor 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 trauma-informed and person-centred understanding of customer perspectives.
• Demonstrate understanding of historical and contemporary issues impacting First Nations peoples and an understanding of cultural and community protocols.
• Promote and adopt a positive and balanced approach to managing conflicting demands and a changing environment and support resilience and adaptability within the team.
• Accept decision making responsibility and demonstrate sound judgement about when to escalate issues
• Apply business management skills in corporate governance such as financial and human resources and risk management.
• Model professional, ethical, and culturally sensitive behaviour and consistently apply those standards.

Mandatory Requirement

• Class C Driver's Licence

Applications to remain current for 12 months

Job ad reference: QLD/699580/26

Closing Date: Friday, 11 September 2026