In this role you will play a key leadership role in strengthening customer experience, service quality and community confidence in EWOQ's role as a trusted and accessible service.

Reporting to the General Manager, Customer Resolution and Engagement, the role leads customer insight, quality assurance, continuous improvement and community outreach initiatives that influence service delivery across the organisation.

You will translate customer and stakeholder insights into meaningful service improvements, build strong relationships with community organisations and industry stakeholders, and help ensure EWOQ's services are understood and accessible to people who need them most.

This role suits a strategic, people focused leader who is motivated by making a tangible difference for customers and communities, and who values collaboration, integrity and continuous improvement.

Job details

To be successful in this role you will:

Customer experience and service improvement

• Lead the design and implementation of EWOQ's Customer Experience Program, ensuring customer insights inform service improvements across CRE.
• Oversee the Voice of Customer program, including customer and scheme participant feedback, satisfaction surveys and analysis of service trends.
• Translate customer insights into actionable improvement initiatives that enhance service delivery and dispute resolution outcomes.
• Provide strategic advice to the Ombudsman, General Manager CRE and EWOQ leadership on emerging customer trends, risks and service opportunities.

Quality assurance and capability development

• Provide governance and oversight of the CRE Quality Assurance framework, ensuring consistency and quality in dispute resolution practices.
• Analyse QA outcomes and operational data to identify capability gaps, service risks and opportunities for improvement.
• Work collaboratively with CRE leadership to strengthen capability uplift across dispute resolution teams, including improvements in written communication and case management practices.

Continuous improvement and operational insight

• Co-lead the delivery of the Value Add continuous improvement program, identifying opportunities to enhance operational effectiveness and customer outcomes.
• Drive improvement initiatives informed by operational insights, customer feedback and service performance data.
• Contribute to the development and implementation of best practice complaints management and customer experience processes.

Community engagement and outreach

• Lead the design and delivery of community outreach and engagement programs that increase awareness of EWOQ services and improve access for customers.
• Develop and maintain relationships with community organisations, advocacy groups and support services.
• Manage outreach budgets and oversee the delivery of events, engagement initiatives and promotional activities.
• Manage EWOQ merchandise and promotional materials used to support community engagement.

Stakeholder relationships

• Build and maintain constructive relationships with scheme participants and key industry stakeholders.
• Represent EWOQ at community events, industry forums and stakeholder meetings.
• Work collaboratively with the Marketing and Communications team to support the delivery of EWOQ's Engagement Strategy along with relevant outreach marketing activities.

 
Strategic leadership and organisational contribution
As a member of the EWOQ leadership group, the role contributes to the strategic direction and performance of the CRE division and broader organisation.
Key responsibilities include:

• Providing strategic advice and insights to EWOQ Executive Management Group (EMG) and wider EWOQ leadership team.
• Contributing to business planning, strategic planning and organisational improvement initiatives.
• Providing root cause analysis and reporting to support executive briefings, advisory council materials and annual reporting.
• Supporting the identification and resolution of systemic service issues and emerging customer trends.
• People leadership
• The Manager, Customer and Community leads a small specialist team responsible for Continuous Improvement, quality assurance and community engage

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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.

• EWOQ683164 Manager, Customer and Community - RD (PDF, 327KB)
  Role Description