At the Department of Customer Services, Open Data and Small and Family Business (CDSB), we are improving customer services to Queenslanders, supporting small and family business owners, and providing better government services and support. You will contribute to the development of operational and financial plans, ensuring compliance with audit requirements, including workforce planning and procurement activities. Additionally, you will oversee staff performance assessment processes, provide constructive feedback, and develop tailored learning and development programs, while escalating complex people management matters.

Job details

As a Senior Advisor, you will:
• Supervise the operations of the Central Business Unit that delivers services across multiple channels, using appropriate consultative management techniques, including the training and development of staff, to ensure optimum use of resources within a cohesive team environment.
• Contribute to the development of operational and financial plans for the Central Business Unit, ensuring compliance with established audit requirements. For example, but not limited to, through the development of operational workforce plans and the purchase of goods and services.
• Conduct performance assessment processes with staff including providing feedback on work and behavioural performance. Develop learning and development programs with staff. Refer more complex people management matters to the Manager (Central Business Unit) as required.

This vacancy is specific to the Central Business Unit; this includes some additional highly desirable responsibilities.
• Support the coordination of Central Business Unit (CBU) operations across regional and statewide activities, optimising resources to deliver effective customer focused services.
• Use data and performance metrics, combined with strong analytical thinking, to identify trends, assess risks and opportunities, resolve operational issues, and drive continuous improvement.
• Support team performance and workforce capability by providing guidance, feedback, and development opportunities to enhance individual and team outcomes.
• Utilise core systems to support service delivery, monitor performance, and produce accurate reporting and analysis.
• Coordinate and support the allocation and utilisation of the casual workforce (Customer Service Advisors and Driving Examiners) to meet operational demand and service delivery requirements.
• Supervise and support team members in the delivery of complaint management, exemption assessments, and reconsideration processes, maintaining high standards of accuracy and decision-making.

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.

• 691890 26 Role Description (Word, 5.66MB)
  Role Description