We are seeking an experienced Manager Customer Experience to join the Residential Tenancies Authority (RTA). This role is required to lead the development, implementation and evaluation of strategic, tactical and operational customer experience plans, programs and initiatives. The role is responsible for leading, managing and overseeing the day-to-day requirements of frontline operations in the Customer Experience (CX) division to ensure organisational objectives are met.

Job details

In this role, you will be leading frontline operational teams (including the Contact Centre, Dispute Resolution, Support and Bond Management teams) and partnering with various stakeholders across the business to make insightful decisions, drive accountability and outcomes whilst leading strategically and demonstrating sound governance.

To be successful you will need:

• Proven ability to lead and manage high-performing teams, set strategic direction, and deliver outcomes aligned to organisational objectives
• Experience in fostering a culture of collaboration, accountability, and continuous improvement
• Proven experience in implementing performance management frameworks, setting clear expectations, and monitoring outcomes to ensure accountability
• Ability to coach, mentor, and develop staff to achieve individual and team goals, fostering a culture of excellence
• Comprehensive knowledge and practical experience in designing, implementing, and evaluating customer experience and service delivery models
• Demonstrated ability to apply analytical skills to interpret customer feedback and performance data and develop solutions that improve customer satisfaction, service quality, and operational efficiency
• Excellent written and verbal communication skills, with experience in preparing high-level reports, briefings, and presentations for senior executives
• Proven ability to lead change initiatives, manage resistance, and embed customer-centric practices across diverse teams
• Demonstrated ability to build and maintain strong relationships with internal and external stakeholders, including executive leadership, government agencies, and community partners
• Skilled in influencing and managing complex stakeholder expectations.

What we offer is:

• The flexibility to work from home up to 60% of the time once successfully onboarded and approved
• Beautifully designed offices at Midtown Centre on Mary St, Brisbane CBD
• A rewarding role with extensive learning and professional development opportunities
• A highly supportive culture that values diversity and inclusion while contributing to team success
• An employee health and wellbeing program and reward and recognition program.

If this rewarding role sounds like an opportunity that compliments your current skills, experience and future career plan, we encourage you to read the attached position description and submit your application.

Your application should contain:

• Cover Letter - Maximum of 2 pages outlining how and why your skills and experience are suited to this position, specifically relating to the functions outlined within the Your Key Responsibilities section of the position description and the vision, results and accountability indicators for the leadership competencies outlined in the Leadership Competencies for Queensland Framework. 
• Resume
• 2 referees

For further information on what your cover letter should contain, please refer to the Additional information for applicants document attached.

Further information

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

If you have included any education and professional qualifications or enrolments to your resume, please attach these to your application. A 3 month probationary period will apply for any applicant who is not a current public sector employee.

Documents

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

• AO8 Manager Customer Experience (PDF, 364KB)
  Role Description
  
  Application information for candidates (PDF, 324KB)
  Information Package for Applicants
  
  Employee benefits available at the RTA (PDF, 6.39MB)
  Information Package for Applicants