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

We're seeking an exceptional leader to take on the role of Director, Contact Centre, responsible for delivering high-performing, customer-focused contact centre operations. This is a unique opportunity to lead contact centre services that sit at the frontline of community engagement—supporting Queenslanders across critical areas including transport, housing, and disaster response and many more.

You will drive strong performance across both business-as-usual and surge environments, maintaining service continuity, meeting demand in a complex whole-of-government context.

Leading a workforce of more than 200 frontline staff, you will play a critical leadership role in building a shared culture of service excellence, creating alignment in ways of working, service expectations and customer experience. You will strengthen leadership capability, foster an inclusive and high-performing environment, and support teams to deliver empathetic, consistent service at scale.

As the Director, Contact Centre, you will:
• Oversee the management of voice and chat services for to ensure service delivery standards are met and the ongoing improvement of those services.
• Oversee and manage change resulting from continuous service growth for contact centre, to ensure service standards are maintained and growth is sustainable.
• Develop, implement and evaluate strategic and operational business plans, to support the organisation's direction and continuously improve contact centre services CDSB, its clients and customers.
• Develop standards, policies and directions for service delivery across contact centre to ensure consistent, high-quality services are delivered to the public.
• Oversee preparedness of Business Continuity Plans, to ensure ongoing service delivery in the event of a disaster or disruption.
• Lead and manage the budget for the Customer Contact to ensure effective financial and resource management within this area.
• Oversee the management and the overall achievement of performance targets for the contact centre, to ensure the continuous improvement.
• Provide strategic and tactical advice on contact centre service delivery to internal and external stakeholders, senior executives and industry groups to assist in building CDSB's reputation and business.
• Negotiate, consult and influence internal and external stakeholders and client agencies, to ensure that services provided by the contact centre meet business requirements.
• Contribute as a member of the Digital Customer (SSQ) leadership team toward effective decision-making and achievement of Digital Customer (SSQ) objectives.
• Lead, represent, contribute and participate in whole of government boards, forums and committees, to ensure alignment with organisational goals and inform broader whole of government directions in service delivery.
• Lead and manage Customer Contact, including recruitment and selection, performance management, coaching and development of staff.
• Maintain professional knowledge and awareness of changes within contact centre industry and government to ensure the ongoing growth of the branch as a whole.
• Foster and drive a culture, across the branch that encourages achievement, learning and development and maximises satisfaction for clients, customers and staff.

Applications to remain current for 12 months. 

Job Ad Reference:   QLD/688088/26
Closing Date: Tuesday, 19 May 2026

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.

• 688088 26 - Role Descripiton.1 (Word, 5.49MB)