Job search
Manager (Client Service Delivery)
Southern; Customer Services; Customer Services Safety & Regulation; Toowoomba
Are you ready to lead and inspire a team dedicated to delivering outstanding customer services across the region? We are looking for an experienced, dynamic and strategic leader to take on the role of Manager (Client Service Delivery) in a temporary full-time capacity from ASAP until 31 December 2026, with the potential for extension. Based in Toowoomba, with the possibility of negotiating an alternative location within the southern regional footprint, this role offers an exciting opportunity to drive operational excellence, promote collaboration and shape the future of customer service delivery. If you’re passionate about people, customers, leadership, innovation and achieving community-focused outcomes, we’d love to hear from you!
Job details
| Position status | Fixed Term Temporary |
|---|---|
| Position type | Full-time |
| Occupational group | Management |
| Classification | AO8 |
| Workplace Location | Brisbane - South,Brisbane - West,Toowoomba region,Wide Bay,Darling Downs - Maranoa,Ipswich region,South West Qld |
| Job ad reference | QLD/696325/26 |
| Closing date | 10-Aug-2026 |
| Job duration | until 31 December 2026 with possible extension |
| Contact person | Sharma Haller |
| Contact details | Ph: (07) 4639 0802 Access the National Relay Service |
About the Role:
This is a unique opportunity to lead a high-performing team delivering exceptional client services across the region. As Manager (Client Service Delivery), you will play a pivotal role in driving operational excellence, fostering innovation, and shaping the future of customer service delivery in Queensland. Based in a dynamic and collaborative environment, you will oversee multiple Customer Service Centres (CSCs), ensuring alignment with state-wide policies and programs while delivering community-focused outcomes.
Key Responsibilities:
Your responsibilities will include:
Lead and Manage Service Delivery: Oversee the delivery of client service products and services across the region, ensuring operational excellence and alignment with organisational priorities. Proactively monitor the performance of multiple CSCs, taking timely and effective action to maintain high standards and drive continuous improvement.
Strategic Leadership: Develop and implement strategic and business plans to support seamless, integrated service delivery. Align regional operations with statewide objectives while tailoring approaches to meet local needs.
Drive Change and Innovation: Lead your team through change, inspiring and engaging them to embrace new initiatives. Foster a culture of adaptability, collaboration, and commitment to delivering high-quality client services.
Resource and Capability Management: Manage budgets, resources, and workforce capabilities to achieve regional and organisational goals. Address operational challenges effectively and deliver outcomes in alignment with agreements made with the Director, Executive Director, and other key stakeholders.
Stakeholder Engagement: Build and maintain strong relationships with internal and external stakeholders to achieve community-focused outcomes. Collaborate with the product Leadership team to ensure consistency in service delivery policies, processes, and performance requirements across the state.
Performance and Development: Actively engage in the Branch's performance management process, providing and receiving constructive feedback to drive individual and team growth. Pursue training and development opportunities to enhance staff capabilities and support organisational goals.
Why This Role?
Shape the Future: Be at the forefront of customer service innovation, leveraging data-driven and digital solutions to enhance service delivery for Queenslanders.
Make an Impact: Contribute to delivering accessible, responsive, and impactful services that make a meaningful difference in communities across Queensland.
Collaborative Culture: Work in a team that values diversity, inclusion and respect, fostering a positive and supportive workplace environment.
Drive Excellence: Lead a team committed to operational excellence, continuous improvement and delivering exceptional client services.
This role offers a rewarding opportunity to lead, innovate, and make a tangible impact on customer service delivery across Queensland. If you are a strategic thinker, a dynamic leader, and passionate about delivering community-focused outcomes, we want to hear from you!
Applications to remain current for 12 months.
Job Ad Reference: QLD/696325/26
Closing Date: Monday, 10 August 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 on how to apply.
Documents
Before applying for this vacancy please ensure you read the documents below.
