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Are you an experienced and motivated client services professional with a dedication to delivering exceptional customer service? QLeave is seeking Client Service Team Leaders to join our high performing Client Services team in Brisbane’s North.

These flexible, full-time temporary positions offer a fantastic opportunity for skilled customer service professionals to lead a team of dedicated client services officers to contribute to QLeave’s success by delivering operational excellence.

Job details

About QLeave

QLeave is a statutory authority administering portable long service leave schemes for workers in the building and construction, contract cleaning, and community services industries. With over $2 billion in funds under management, we ensure that Queensland's workers receive the benefits they've earned. Our commitment to strong governance, accountability, and service excellence underpins everything we do.

QLeave is governed by three Acts and is committed to maintaining sound governance arrangements that support accountability, risk management, compliance and organisational culture. Our work ensures the sustainability of the schemes and supports Queensland workers to access the long service leave they have earned.

About the Role

As the Team Leader you will lead a team of Client Services Officers in a fast-paced, high-volume contact centre environment. You will be responsible for overseeing daily operations, support the effective management of customer enquiries and processing activities including claims, monitor performance against agreed targets, and provide coaching and guidance to build team capability. You will also manage escalated enquiries, support consistent application of legislation and policy, and identify opportunities to improve processes, systems and customer outcomes.

This role is well suited to an experienced contact centre leader who thrives in a dynamic environment and is passionate about developing people and delivering high-quality customer outcomes.

Your Responsibilities

In this role, you will:

• Oversee the day-to-day operations of a client services team responsible for responding to customer enquiries and processing customer claims.
• Monitor workforce tools to track team performance, respond to operational demands and maintain service delivery standards.
• Support quality and efficient customer service through effective team management, including motivating, coaching, training and problem solving.
• Manage team resourcing and expectations in line with service delivery standards, including leave requests and absenteeism.
• Review processes to identify efficiency improvements and oversee the development and maintenance of policies, procedures and work instructions that reflect current business priorities.
• Support consistent application of processes by reviewing team interactions with customers and providing training or guidance where required.

For a complete list of the role responsibilities, please refer to the role description.

What We're Looking For

QLeave appointments are based on selecting the eligible applicant best suited to the position. We will assess your application based on your experience, potential for development, and your personal qualities.

For this role, we will consider how well you:

• Lead a team to deliver timely services in a high-volume environment
• Facilitate team and individual development and drive positive performance goals
• Apply, interpret and provide advice on legislation and policy
• analyse information, identify issues and make sound recommendations, drawing recommendations and report on outcomes
• Monitor client service activities and resolve escalated issues
• Demonstrate strong communication skills and provide a high standard of customer service
• Demonstrate a proven ability to improve business processes and manage conflict constructively.

While there are no mandatory qualifications for this role, experience leading teams in a customer service contact centre will be highly regarded.

How to Apply

If you're ready to make an impact and contribute to QLeave's success, we'd love to hear from you.

Your application must include:

• A detailed resume outlining your qualifications, experience and achievements
• A brief letter (no more than 2 pages) highlighting your motivation for the role and evidence which demonstrates your ability to meet the specific requirements of the "What we are looking for" attributes.

For more information or to discuss the role confidentially, please contact Marina Tolic at Marina.Tolic@qleave.qld.gov.au

QLeave values diversity and is committed to being an equal opportunity employer. Adjustments to the recruitment process are available upon request to ensure all candidates can showcase their abilities.

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.

• Why you should work at QLeave - EVP 1125 (PDF, 4.19MB)
  Employee Value Proposition
  
  Role Description - AO5 Client Services Team Leader - July 2026 (PDF, 480KB)
  Role Description