We are seeking an experienced Contact Centre Manager (known internally as Manager, Customer Experience) to join the Residential Tenancies Authority (RTA). This role is required to lead the development, implementation and evaluation of strategic, tactical and operational customer experience plans, programs and initiatives. The role is responsible for leading frontline Team Leaders, managing and overseeing the day-to-day requirements of frontline operations in a high-volume customer contact environment to ensure organisational objectives are met.

This position is a permanent, full-time role and is located in the Brisbane CBD with generous flexible working arrangements.

Job details

In this role, you'll be leading frontline operational teams (including the Contact Centre, Dispute Resolution, Support and Bond Management teams) and partnering with various stakeholders across the business to make insightful decisions, drive accountability and outcomes whilst leading strategically and demonstrating sound governance.

To be successful you will need:

• Proven experience in leading high performing contact centre operations, including coaching leaders, building capability and delivering sustained improvements in service, efficiency and employee engagement
• Strong analytical skills with demonstrated experience leveraging data, insights and reporting to identify trends, diagnose the root cause of issues and drive improvements in both customer and employee experience
• Proven experience in implementing performance management frameworks, setting clear expectations, and monitoring outcomes to ensure accountability
• A strong track record in developing and executing customer service strategies that enhance customer experience and operational performance
• Experience in embedding service delivery frameworks, including customer feedback mechanisms, performance metrics and continuous improvement processes
• Excellent written and verbal communication skills, with experience in preparing high-level reports, briefings, and presentations for senior executives
• Proven ability to lead change initiatives, manage resistance, and embed customer-centric practices across diverse teams
• Demonstrated ability to build and maintain strong relationships with internal and external stakeholders, including executive leadership, government agencies, and community partners.

What we offer is:

• Generous flexible working arrangements once successfully onboarded and approved
• Beautifully designed offices at Midtown Centre on Mary St, Brisbane CBD
• A rewarding role with extensive learning and professional development opportunities
• A highly supportive culture that values diversity and inclusion while contributing to team success
• An employee health and wellbeing program and reward and recognition program.

If this rewarding role sounds like an opportunity that compliments your current skills, experience and future career plan, we encourage you to read the attached position description and submit your application.

Your application should contain:

• Cover Letter - Maximum of 2 pages outlining how and why your skills and experience are suited to this position, specifically relating to the functions outlined within the Your Key Responsibilities section of the position description and the vision, results and accountability indicators for the leadership competencies outlined in the Leadership Competencies for Queensland Framework. 
• Resume
• 2 referees.

For further information on what your cover letter should contain, please refer to the Additional information for applicants document attached.

Should you have any questions prior to submitting your application, please contact Mark Gallen at TactiCall Recruitment Services on 07 3831 6333.

Further information

We are committed to building inclusive cultures in the Queensland public sector that respect and promote human rights and diversity.

If you have included any education and professional qualifications or enrolments to your resume, please attach these to your application. A three-month probationary period will apply for any applicant who is not a current public sector employee.

Documents

Before applying for this vacancy please ensure you read the documents below.

• AO8 Manager Customer Experience (PDF, 483KB)
  Role Description
  
  Application information for candidates (PDF, 324KB)
  Information Package for Applicants
  
  Employee benefits at the RTA (PDF, 8.20MB)
  Information Package for Applicants