Job search
Executive Director, Service Centre Operations (Metropolitan)
Office of the Deputy Director-General; Customer Services Safety & Regulation; Carseldine
Are you ready to transform how Queenslanders access government services?
The Department of Customer Services, Open Data and Small and Family Business is seeking an Executive Director, Service Centre Operations (Metropolitan) to join our team. This role offers the opportunity to oversee in-person customer service operations across South East Queensland, ensuring Queenslanders receive high quality, customer-focused support through a network of customer service centres.
Job details
| Position status | Contract |
|---|---|
| Position type | Full-time |
| Occupational group | Executive |
| Classification | SES2(H) |
| Workplace Location | Brisbane Inner City |
| Job ad reference | QLD/683630/26 |
| Closing date | 09-Apr-2026 |
| Job duration | Up to five years with possible extension |
| Contact person | Steven Koch |
| Contact details | Ph: 0418 724 840 Access the National Relay Service |
Your leadership will shape service delivery and foster innovation, directly contributing to our purpose of delivering trusted and accessible services to Queenslanders.
As the Executive Director, Service Centre Operations (Metropolitan), you will:
- Lead a frontline workforce of over 900 team members across multiple service centres in Metropolitan Queensland.
- Develop and implement strategies to improve customer service delivery and adapt to changing needs.
- Work closely with senior leaders and stakeholders to deliver measurable outcomes that enhance service delivery.
- Use data and insights to identify opportunities for improvement and ensure services are delivered efficiently.
- Build workforce capability, foster a culture of continuous improvement, and lead innovation.
- Promote diversity, inclusion, and a safe, productive workplace that reflects the Queensland community.
- Collaborate with internal and external stakeholders to enhance service delivery and ensure customer needs are met across all service channels.
The ideal candidate
You will be a senior executive leader with a strong record of achievement in strategic reform and a proven ability to lead customer service functions. To excel in this role, you will bring:
- Proven ability to deliver high quality services to customers in an omnichannel environment.
- Demonstrates superior communication and negotiation abilities, adaptability to change, and a strong people leader.
- Demonstrates a significant track record in taking a proactive approach to learning and development, readily questions established practices, explore opportunities for business improvement, and is adept at guiding teams through change.
- Excellent skills and demonstrated experience in fostering a workplace that values diversity, inclusion, health, safety, and well-being.
Role requirements
- Relevant tertiary qualifications and/or extensive leadership experience in customer service management would be highly desirable.
- The role may require travel within Queensland and interstate.
Applications will remain current for a period of 12 months.
Job Ad Reference: QLD/683630/26
Closing Date: Thursday, 9th April 2026
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 outlined in the role profile on how to apply.
Documents
Before applying for this vacancy please ensure you read the documents below.
