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Operations Manager, Complaints
Digital Customer (SSQ); Customer Small and Family Business; Brisbane CBD
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, chat, 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 | AO7 |
| Workplace Location | Brisbane Inner City |
| Job ad reference | QLD/674451/25 |
| Closing date | 31-Jan-2026 |
| Job duration | 2 Years with possibility of extension |
| Contact person | Adrian Greaves |
| Contact details | Ph: 0430 553 425 Access the National Relay Service |
As the Operations Manager, Complaints, you will:
• Lead the Complaints Clearing House Management Office (CCMO) team and manage day to day workflow, quality, staff capability, coaching and escalation handling.
• Oversee the receival, triage and assessment of customer complaints in line with the Queensland Public Service Customer Complaints Management Framework and Guideline.
• Manage sensitive and complex matters and provide clear direction to staff on consistent decision making.
• Build and maintain strong working relationships with government agencies to support consistent practice and smooth referral processes.
• Support uplift in agency capability by working with departments on trends, issues, customer experience insights and opportunities for improvement.
• Identify operational improvement opportunities and guide the development and refinement of standard operating procedures, processes and tools.
• Contribute to the development and rollout of systems, technology and reporting improvements that support CCMO operations.
• Prepare clear and accurate reports, briefings and analysis on complaints, trends and insights for senior leadership.
• Support governance arrangements for the CCMO including interagency forums and reporting obligations.
• Provide support and advice to the Director and other senior leaders as required.
• Work with project teams an agency partners to ensure successful implementation and ongoing maturation of the CCMO model.
Applications will 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.
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674451 25 Role Description (Word, 5.42MB)
Role Description
