At the QBCC, we regulate one of the state’s most important industries, ensuring safe and compliant outcomes for Queenslanders. We’re seeking an Operations Team Leader with proven people leadership and the ability to support a team with disputes, claims management, compliance and licensing. Bring your energy to a role where every day makes an impact. You’ll guide a small, dynamic team and be the go to escalation point for complex customer needs. In this office based customer centric role, you’ll keep things running smoothly while creating a positive, high performance culture. If you love motivating people, solving problems and delivering great service, and you’re comfortable navigating government processes or regulated settings, this role gives you the chance to shine while helping Queensland communities.

Job details

QBCC supports the growing Queensland community through our contribution to a thriving building and construction industry that supports sustainable social, environmental and economic outcomes for the state. 

QBCC's regulatory purpose is to reduce risk in the building and construction industry, educate, offer protection and encourage innovative industry responses to current and emerging challenges. 

We are transforming the way we serve with fairness, accountability, integrity and respect at our core. We champion a culture of belonging where every person feels valued, respected and safe to contribute their ideas and expertise. We work together, united by our shared purpose.

About the role

This role puts you at the heart of a dynamic Regional Service Centre, where every day brings variety, challenge and the chance to make a real impact on the community. You'll work closely with the Regional Manager, providing hands‑on operational support while taking charge of frontline operations. As the key escalation point for complex, sensitive or high‑risk matters, you'll manage case files involving disputes, claims, compliance and licensing, ensuring each is handled with fairness, rigour and transparency.

You'll lead and support a team through shifting priorities, offering clear operational direction and keeping performance on track. With a sharp eye on service quality, you'll deliver regular insights on operational performance and maintain a strong grasp on how the centre is functioning day to day. Success in this role relies on your ability to build strong relationships, solve problems with confidence, and communicate with clarity, driving customer‑focused outcomes that strengthen trust in Queensland's building system.

Key Outcomes and Accountabilities

• Provide direct operational support to the Regional Manager.
• Deliver high quality customer service to consumers, internal teams, industry groups and stakeholders, offering timely and relevant feedback across all service channels, including in person, phone, email and front counter interactions.
• Manage complex or sensitive case matters, including disputes, claims management, compliance issues and licensing or other regulatory services.
• Lead, support and guide the team by monitoring performance, identifying gaps, reporting operational insights to the Regional Manager and ensuring continuous improvement against KPIs and organisational standards.
• Act as the final escalation point before the Regional Manager for complex operational matters, while providing technical assistance, supporting industry engagement and championing QBCC's values and behaviours.

We also have:

• Support in removing complexity to help your team do the basics well.
• Ongoing improvements to our development pathways and learning opportunities so you can expand your expertise and grow your career.
• A respectful, collaborative and supportive workplace culture
• Small and friendly team
• Access to leave entitlements (with 17.5% leave loading) and accrual of flex time

How to apply

Please refer to the attached position description for further responsibilities and candidate attributes.

To apply to this opportunity, please provide a resume (maximum 2 pages) and cover letter outlining your skills and experience aligned to this position and the candidate attributes listed. 

Further information

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

Applications remain current for 12 months from the closing date of this vacancy and may be considered for appointment to identical or similar vacancies within the QBCC. Unsolicited resumes from recruitment agencies will not be accepted.

Documents

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

• Operation Team Leader PD - Rockhampton 060226 (PDF, 725KB)
  Role Description
  
  QBCC Information for Applicants - May 2025 (PDF, 1.06MB)
  Application Kit