Customer Service Centre Manager

Who We Are

The Queensland Government Customer and Digital Group's (QGCDG) focus is to grow a thriving digital economy in Queensland, and enable more responsive, simple, and effective services for all Queenslanders. They provide strategic and policy leadership for Queensland Government on digital, customer experience and service delivery matters. They also support agencies with design management, capability development, corporate shared services, and customer service channels.

CITEC Integration and Enabling Technologies, part of QGCDG, leads the design, procurement and management of key ICT assets and services including data centres, networks, compute and storage infrastructure and essential ancillary services for the Queensland Government. The role of Customer Service Centre Manager is located within our Information Brokerage team under Integration and Enabling Technologies. Information Brokerage provides information services through digital service delivery with over 500 different information searches servicing over 10,000 active clients.

Why your role matters

As Customer Service Centre Manager, you will play a pivotal role in managing and leading the Customer Service Centre team in the delivery of daily client support. Coordinating the delivery of customer focused outcomes through multiple channels and partnering with Information Brokerage business units in the development of new business and content for customers.

This role requires an analytical and solutions-oriented mindset, excellent stakeholder management skills, an ability to communicate effectively, and negotiate and influence accordingly.

The work you do has a ripple effect far beyond your immediate role. When you join Queensland Government Customer and Digital Group (QGCDG) you become a part of a passionate and dedicated team, committed to making a positive impact on the lives of our citizens through digital innovation. Together, we are shaping a more connected, accessible, and inclusive Queensland for all.

Who you are

This is a high-impact role for an experienced Customer Service Centre Manager with a focus on agile processes and improving customer experience.

Have analytical skills with the ability to coach customer service teams on effective delivery of quality, solution focused customer outcomes. Influence and negotiate with multiple stakeholders, promote a collaborative culture, and provide accurate and timely information to stakeholders and management.

You will demonstrate leadership and professionalism through effective organisational, communication and interpersonal skills and uphold behaviours aligned to QGCDG's values of Customers First, Ideas into Action, Unleash Potential, Be Courageous and Empower People.

Our Benefits and Culture

If you want to work with the backing of a values-led team and a supportive leadership group, committed to excellence in business partnering, then you're in luck! Detailed information about the responsibilities and requirements of the role can be found in the Role Description attached to this advert.

By joining CITEC Integration and Enabling Technologies, you will work within an agile, fast-paced, challenging, and supportive environment where every team member plays a critical role in our ongoing success.

You will enjoy a variety of benefits, including:

- Competitive salary + generous superannuation and leave loading

- Flexible working arrangements

- Diverse work culture

- Career training and development.

Engage in a culture of collaboration, and be part of a forward-thinking, dynamic environment that values innovation and fosters belonging and equality. If you think you are well suited to this role, we invite you to APPLY NOW!!

Applicatons to remain current for 12 months<space>This work is licensed under a Creative Commons Attribution 3.0 Australia License.