Former Customer Services Branch – Department of Transport and Main Roads (TMR). This position is part of the Department of Customer Services, Open Data and Small and Family Business (CDSB) as part of the recent Machinery-of-Government changes. CDSB is currently in negotiations for a certified agreement to cover all CDSB employees. In the meantime, the TMR Agreement conditions apply to this position. We are seeking a dynamic leader to manage a highly productive work unit and prioritise realistic work goals to achieve set outcomes daily. This role is integral to CDSB's mission of delivering outstanding customer service. The successful applicant will play a key role in leading and developing a motivated team, conducting coaching and development activities, monitoring performance to meet service standards, and championing continuous improvement processes.

Job details

AO5 Team Leader - Customer Service Operations
Location: Carseldine - Permanent full-time opportunity

The Customer Service Operations team, part of the Service Centre Operations division within the Department of Customer Services, Open Data and Small and Family Business (CDSB), is responsible for the governance and oversight of centrally delivered products and services, as well as the direct management of many service delivery functions. The team is committed to applying best practice in transactional and back-office service delivery, with a strong focus on identifying opportunities to streamline and digitise services.

As a Team Leader, you will play a pivotal role in shaping the future of customer service delivery. You will lead and develop a skilled team to deliver high-quality, client-focused services, while driving operational efficiencies and continuous improvement.

About the Role:
You will:
• Lead, develop and supervise a highly motivated and skilled team through effective frameworks for service delivery, business operations and resource management.
• Conduct and coordinate coaching, mentoring and development activities to support staff capability and growth.
• Monitor workforce tools and performance data to ensure service delivery standards and KPIs are met.
• Champion continuous improvement, business change projects and initiatives to improve operational efficiency and customer experience.
• Provide support to the Principal Manager, Customer Service Operations, and undertake additional duties as required.

About You:
We are looking for individuals who:
• Thrive in fast-paced, customer-focused environments.
• Demonstrate resilience, professionalism and strong leadership in challenging situations.
• Communicate clearly and effectively with diverse audiences.
• Are tech-savvy and adaptable to new systems and processes.
• Are committed to continuous learning, team development and service excellence.

Why Join Us?
At CDSB, we offer:
• A supportive and inclusive workplace culture.
• Flexible work arrangements to support work-life balance.
• Opportunities for professional development and career progression.
• A chance to contribute to meaningful work that shapes the future of customer service in Queensland.

Important Information:
• A criminal history check will be conducted prior to appointment.
• Applications will remain current for up to 12 months and may be considered for similar roles.
• Some roles may involve exposure to distressing subject matter; support measures are in place.

How to Apply:
Submit your resume (maximum five pages) and cover letter (maximum one page) via Smart Jobs. Be sure to include examples that demonstrate your suitability for the AO5 Team Leader role.

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.

• CDSB Applicant Guide 20250728 (PDF, 928KB)
  
  
  Role Description - 663824 25 (Word, 297KB)