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Team Leader
Operations Smart Service Queensland; Digital Customer (Smart Service Queensland); Queensland Government Customer & Digital Group; Brisbane
The Digital Customer (Smart Service Queensland) team within the Department of Customer Services, Open Data and Small and Family Business (CDSB) provides digitally enabled whole-of-government services to the Queensland public through multiple channels including phone, counter and online. This stream brings together technology, development, products, design, engagement, and operations to deliver simpler connected services.
Job details
| Position status | Fixed Term Temporary |
|---|---|
| Position type | Flexible full-time |
| Occupational group | Customer Service/Call centre |
| Classification | AO5 |
| Workplace Location | Brisbane Inner City |
| Job ad reference | QLD/638850/25 |
| Closing date | 06-Jun-2025 |
| Job duration | 12 months with possible extension |
| Contact person | Kilian Boushel |
| Contact details | Phone: 0434 602 775 Access the National Relay Service |
As the Team Leader, you will:
• Analysing real time and historical data to ensure service delivery standards are met.
• Conducting and coordinating coaching and development activities eg. One on one, buddying sessions, training and development, for contact centre team members.
• Responding to queries from contact centre staff and managing escalated customer interactions to ensure timely and effective service is delivered.
• Monitoring and responding to technical support requests to assist with the effective follow up and resolution of issues.
• Applying HR delegations to manage accountability of leave and time efficiently and accurately.
• Liaising with internal and external stakeholders to exchange information and support decision making to improve the customer experience.
• Leading, supporting and developing change initiatives within the contact centre environment to foster a positive culture of growth and improvement.
For further information about this position and details on how to apply, please refer to the position description.
Applications to remain current for 12 months.
Job Ad Reference: QLD/638850/25
Closing Date: Friday, 6 June 2025
Further information
We are committed to building inclusive cultures in the Queensland public sector that respect and promote human rights and diversity.
There are five Fixed term Temporary Flexible full-time positions available.
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.
