Job search
Professional Support Team Leader
Operations SSQ, Digital Customer (SSQ), QG Customer & Digital Group, Brisbane
The Digital Customer (Smart Service Queensland) team within the Department of Customer Services, Open Data and Small and Family Business 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 | AO6 |
| Workplace Location | Brisbane - North,Brisbane - South |
| Job ad reference | QLD/649583/25 |
| Closing date | 01-Aug-2025 |
| Job duration | 12 months with possible extension |
| Contact person | David Woods |
| Contact details | Ph: 0414 374 141 Access the National Relay Service |
As the Professional Support Team Leader, you will:
• Provide advanced client-focussed telephone social services using solutions focussed and other cognitive behavioural or strengths-based counselling techniques.
• Lead the telephone-based human/community support and referral services delivered to members of the public (including people directly experiencing homelessness and other hardship-related issues).
• Develop and implement a coaching/supervision framework for team members in response to the delivery of high impact psycho-social services and monitor performance.
• Develop team goals, strategies and work plans to improve service delivery outcomes and efficiencies of the services offered.
• Work closely with the Quality, Business Improvement, Partner and Engagement and Operations Managers to ensure consistent communications and successful embedding of new capabilities into the team's operations.
• Develop referral networks to increase support options for clients.
• Collate, analyse, and report on data to identify trends and make recommendations to stakeholders regarding service improvement opportunities.
• Provide advice to senior management in the resolution of both routine and high risk or difficult situations with regard to customer and service problems, by using high-level problem-solving skills.
Applications to remain current for 12 months.
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.
