The Queensland Curriculum and Assessment Authority (QCAA) is seeking a Team Leader to join the Client Services team. The Team Leader, Client Services coaches and trains team members in duties and processes, ensuring that process and quality documentation is utilised, and maintained and that the team is aware of changes and enhancements to the QCAA’s ICT systems.

Job details

What you will do

In the Team Leader role, you will:

• Manage and co-ordinate the activities of the team to ensure that members are aware of priorities, work is evenly distributed, and peak workloads are completed within required timeframes, and that over time all team members perform the full range of Client Services Support Officer responsibilities.
• Ensure appropriate recording, resolution and escalation of support issues from both internal and external clients in a timely and professional manner.
• Respond to the higher level and more complex service issues referred to the Team Leader by Client Services Support Officers.
• Provide regular updates and status reports to the Director, ICT, including the escalation of complex issues and early advice of potential problems.
• Liaise with other ICT Branch Team Leaders on behalf of the team, passing on issues and work requests to other teams as required.
• Provide advice to clients, staff and other stakeholders on matters relating to data quality and application administration.
• Foster a collaborative work environment focussed on continuous improvement through the identification and implementation of business, process and technological improvement initiatives.
• Perform the day-to-day Client Services Support Officer activities in peak periods and other times throughout the year where capacity exists.

What we are looking for

The QCAA is committed to selecting the person best suited to the role and to furthering equity and diversity. We strongly encourage applications from all gender groups, Aboriginal people, Torres Strait Islander people, people from culturally diverse backgrounds and people with all abilities.

The ideal candidate for this role:

• Works with the team to organise work priorities so they deliver on broader organisational commitments (leads strategically)
• Remains composed during high-stakes situations, supporting the team to recognise gaps in information and seek advice to enable a prompt and considered response (makes insightful decisions)
• Achieves mutually beneficial outcomes by listening intently and asking questions to understand the perspectives of others (builds enduring relationships)
• Drives new thinking by encouraging others to share and debate ideas and data-driven, creative solutions (stimulates ideas and innovation)

How to apply

Please read the information in this document and the Information for Applicants document. Your application should include:

• a letter or statement (up to 2 pages maximum) that addresses the points outlined in the 'What we are looking for' section
• your résumé (up to 3 pages) that details your qualifications and experience, and the names of two work-related referees, one of which should be your immediate supervisor.

Documents must be in Microsoft Word or PDF format and use at least 11-point font size.

Apply online at www.smartjobs.qld.gov.au.

If you have technical difficulties or to discuss reasonable adjustment options, please email peopleandculture@qcaa.qld.edu.au.

Further information

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

Documents

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

• AO5 Team Leader Client Services_Sept 2025 (PDF, 123KB)
  Role Description
  
  QCAA Information for applicants (PDF, 215KB)
  Information Package for Applicants