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Manager (Client Service Delivery) Northern
Northern; Customer Services; Customer Services Safety & Regulation; Townsville
Are you a dynamic leader passionate about delivering high-quality customer service across diverse communities? Join our Service Centre Operations team and play a pivotal role in shaping consistent, client-focused service delivery across Queensland as a delivery agent for the Department of Transport and Main Roads (TMR).
This position is part of the Department of Customer Services, Open Data and Small and Family Business (CDSB) as part of the recent Machinery-of-Government changes. CDSB is currently in negotiations for a certified agreement to cover all CDSB employees. In the meantime, the Core Agreement conditions apply to this position.
Job details
| Position status | Permanent |
|---|---|
| Position type | Full-time |
| Occupational group | Management |
| Classification | AO8 |
| Workplace Location | Townsville region |
| Job ad reference | QLD/653356/25 |
| Closing date | 07-Sep-2025 |
| Job duration | |
| Contact person | Tanya Acheson |
| Contact details | Phone: (07) 4421 8754 Access the National Relay Service |
ABOUT THE ROLE
As the Manager (Client Service Delivery), you will lead the operations of multiple customer service sites within Northern region. You will be responsible for driving performance, managing resources, and ensuring the delivery of integrated, efficient, and responsive services to the community. This role is key to achieving strategic outcomes and fostering collaboration across the department and with external stakeholders.
KEY RESPONSIBILITES
• Lead and manage the operations of Customer Service sites, ensuring performance standards are met and service excellence is maintained.
• Develop and implement strategic and business plans to support integrated service delivery across the region.
• Manage budgets, resources, and workforce capabilities to deliver agreed regional outcomes in alignment with departmental priorities.
• Build and maintain effective relationships with internal and external stakeholders to support community-focused service delivery.
• Collaborate with the Customer Service Operations Leadership team to ensure consistency in service delivery policies, processes, and performance across the state.
• Champion workplace health and safety, employee wellbeing, and compliance with relevant legislation and departmental policies.
• Lead change initiatives, including the implementation of new systems, procedures, and service channels.
• Resolve complex customer issues and complaints, ensuring a high standard of customer care and responsiveness.
ABOUT YOU
We value diversity and are committed to finding the person best suited to the role. In assessing your suitability, we will consider:
• Your skills, experience, qualifications, and personal attributes.
• Your potential to contribute to the department's future success.
• Your alignment with our workforce diversity and inclusion goals.
To thrive in this role, you will demonstrate:
• Leadership: Proven ability to lead multidisciplinary teams in a complex service environment.
• Management: Experience supervising diverse teams delivering high-volume, multichannel customer services.
• Change Management: Capability to lead staff through transitions and embed new practices effectively.
• Customer Service: Strong interpersonal skills and experience managing challenging customer interactions.
• Business/Financial Acumen: Ability to develop and manage business and financial plans within a customer-focused, budget-conscious framework.
IN RETURN WE OFFER A RANGE OF BENEFITS WHICH INCLUDE
We celebrate diversity in creating a workplace culture that is built on respect, dignity and fairness.
• A competitive remuneration package including Employer Superannuation contributions up to 12.75%
• Five weeks annual leave and annual leave loading of 14%
• Salary packaging arrangements
• Learning and development opportunities
• Access to study assistance programs
• Wellness Program
• Employee Assistance Program
• Work/life balance, variety and flexibility
Please refer to the role description and applicant guide for further information.
This position is part of the Department of Customer Services, Open Data and Small and Family Business (CDSB) as part of the recent Machinery-of-Government changes. CDSB is currently in negotiations for a certified agreement to cover all CDSB employees. In the meantime, the Core Agreement conditions apply to this position.
Applications will remain current for 12 months.
Job Ad Refrence: QLD/653356/25
Closing Date: Sunday, 7 September 2025
Further information
We are committed to building inclusive cultures in the Queensland public sector that respect and promote human rights and diversity.
Please ensure you download all attachments and follow the instructions on how to apply.
Documents
Before applying for this vacancy please ensure you read the documents below.
