The Manager, Client Services will lead and manage a small, high performing team, continually improve service delivery across centralised operations, ensure efficient and effective prioritisation of competing demands and conflicting objectives. This role will contribute to best practice, contemporary resource management and provide strategic and operational leadership in FSQ. The Client Services Manager leads FSQ’s client-facing centralised operational functions, including the Client Liaison Team, front-door DNA intake, exhibit coordination processes, and centralised administration and records services. The role ensures that internal and external clients—primarily the Queensland Police Service and justice system partners—receive timely, accurate, and high-quality service and communication.

Job details

The Manager, Client Services will lead and manage a small, high performing team, continually improve service delivery across centralised operations, ensure efficient and effective prioritisation of competing demands and conflicting objectives. This role will contribute to best practice, contemporary resource management and provide strategic and operational leadership in FSQ. 

The Client Services Manager leads FSQ's client-facing centralised operational functions, including the Client Liaison Team, front-door DNA intake, exhibit coordination processes, and centralised administration and records services. The role ensures that internal and external clients—primarily the Queensland Police Service and justice system partners—receive timely, accurate, and high-quality service and communication.

Your key responsibilities

• Deliver safe, high-quality services by adhering to defined service standards, operational procedures, and health and safety requirements.
• Lead FSQ's centralised client service functions, including front-door DNA intake, client liaison, records and administration services, ensuring service delivery is efficient, reliable, and client-centred.
• Oversee processes that support the appropriate handling, triage and coordination of exhibits, maintaining alignment with governance, chain-of-custody expectations and service standards.
• Provide clear, proactive communication to clients and stakeholders regarding service requests, workflow status, expected timeframes, and operational requirements.
• Collaborate with the Executive Manager, Organisational Performance and Governance to identify opportunities for system improvement, demand management, workflow redesign, and client communication enhancements.
• Analyse client service performance, workflow data and emerging trends to inform operational improvements, resourcing decisions and strategy.
• Build and maintain strong relationships with internal and external stakeholders, clarifying service requirements, negotiating priorities, and identifying opportunities to strengthen operational coordination.
• Develop and implement procedures, service standards, and guidance materials to support consistent, high-quality client service operations.
• Lead, motivate and develop a small team, fostering a culture of accountability, fairness, continuous improvement, and high professional standards.
• Exercise HR responsibilities for direct reports, including performance, attendance, capability development, and wellbeing, in accordance with departmental policies.
• Contribute to FSQ's operational reporting by monitoring turnaround times, responsiveness, quality of communication, service satisfaction and workflow efficiency.
• Champion an inclusive, respectful and culturally safe workplace, ensuring team practices support equity, diversity and accessibility, and that staff and clients are engaged with professionalism, empathy and cultural awareness.

Technical skills, abilities and cultural capability

• Demonstrated leadership capability in service operations, including the ability to lead, develop and support a high-performing team in a fast-paced, high-volume environment with competing priorities.
• Strong client service and stakeholder management skills, with proven ability to oversee intake, liaison, and service delivery processes and build productive relationships with internal and external partners.
• Highly developed communication, negotiation and interpersonal skills, with the ability to provide clear advice, manage expectations, influence outcomes and represent FSQ professionally.
• Proven capability in process, systems and workflow management, including coordinating multi-step operational processes, managing administration and exhibit-related workflows, using data to improve service performance, and ensuring compliance with operational standards, policies and chain-of-custody requirements.
• Demonstrated ability to foster a strong culture of safety, quality, inclusion and accountability, ensuring team practices align with FSQ's operational standards, risk and compliance requirements, and contribute to continuous improvements in service delivery.

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.

• FSQ DoJ Applicant Information Package (PDF)
  
  FSQ608548 Manager Client Services AO8 (PDF)