Join our team in Rockhampton as an Operations Team Leader, where you'll provide direct operational and technical support to the RSC Manager, lead frontline management of the RSC, and act as the final point of escalation for complex matters. You'll oversee sensitive case file management including disputes, claims, compliance, and licensing, while guiding your team to deliver high-quality, customer-focused outcomes.

Job details

The successful candidate will also have the option to engage in a work from home arrangement that suits the Division under an approved Flexible Work Arrangement.

Key Outcomes and Accountabilities 

1.  Provide direct operational and technical support to the Regional Service Centre Manager (RSCM).

2.  Provide a high level of customer service to consumers, internal clients, stakeholders, and industry groups; and where appropriate, provide relevant and timely feedback in response to industry and customer inquiries. This may include face-to-face meetings, contact with customers by phone, email, and in person, and the provision of service and support at the regional office front counter.

3.  Manage, and where necessary, deal with complex or sensitive cases, including but not limited to:
   a. Disputes (defective building work and Early Dispute Resolution - EDR);
   b. Claims Management;
   c. Compliance;
   d. Regulatory Services (Licensing, etc.)

4.  Lead, support, and provide operational direction to the team, including:
   a. Closing the feedback loop regarding ongoing operational performance of the team;
   b. Monitoring and reporting on team performance in line with the company charter and various other KPIs and business performance metrics;
   c. Assessing and identifying gaps in operational performance and knowledge, and reporting to the RSCM.

Candidate Attributes

1.  Substantial knowledge of building and construction industry and ability to apply this to matters whilst operating, applying and comprehending contemporary building standards, practices, legislation and codes. 
2.  High level, operational guidance and resource management skills supported by a record of achievement in delivering high quality performance outcomes. 
3.  High level communication, interpersonal, negotiation & mediation skills with a proven ability to develop strategic and collaborative relationships. 
4.  Formulate and deliver high quality responses in relation to complex or sensitive issues that may in a political context, and provide advice at a senior level.

Please refer to the attached position description for further key outcomes, accountabilities and candidate attributes. 

How do I apply?

Before you submit your application please read the attached applicant information document noting in particular that QBCC is unable to employ anyone on a work or holiday visa. 

Please submit:

• Your resume and include the names and contact details of two referees who have a thorough knowledge of your work performance and conduct, it is preferable to include your current and previous supervisor.
• A cover letter (maximum of two pages) telling us why you are interested in this role and how your skills, knowledge and experience complement this role. This should not be a repeat of your resume but rather your opportunity to tell us how you meet the required competencies.

Referee Checks

It is recommended you seek approval when nominating a person as a referee. Referees should have a thorough knowledge of your work performance and conduct, and it is preferable to include your current/immediate past supervisor.

By providing the names and contact details of your referee/s you consent for these people to be contacted by the selection panel. If you do not wish the panel to contact your referees without your permission, please make this clear on your resume.

Further information

We are committed to building inclusive cultures in the Queensland public sector that respect and promote human rights and diversity.

Unsolicited resumes from recruitment agencies will not be accepted.

Documents

Before applying for this vacancy please ensure you read the documents below.

• Position Description AO6 Operations Team Leader Rockhampton (PDF, 593KB)
  
  
  2025 - QBCC Information for Applicants (PDF, 986KB)