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Form of work About the Residential Tenancies Authority The Residential Tenancies Authority (RTA) is the Queensland Government statutory body that administers the Residential Tenancies and Rooming Accommodation Act 2008. The team at the RTA is dedicated to ensuring the rights and responsibilities of both tenants and property owners are upheld. Taking pride in promoting secure and respectful Residential Tenancies across the community, we have been on a journey in recent years where the customer is at the centre of all we do, and every decision made. With a vision to ensure that renting works for everyone, and a purpose that is driven by providing fair, valued, and impactful rental regulation, education, and support services, we are proud of our high employee engagement scores and our constant striving for customer excellence. Amid a challenging rental market, our purpose to help Queenslanders is more important than ever. About the Role This critical leadership role sits on the Executive Leadership Team as one of 5 direct reports to the CEO. Overseeing a division of approximately 150, you will take ownership of 5 equally critical areas of contact centre, bond management, customer support, dispute resolution and workforce optimisation. Overseeing the teams that are customer-facing is a vital role in positioning the RTA as a service-orientated business that interacts with its customers in a timely, professional, and fair manner. This role is a broad balance between the strategic and the operational. You will be developing and implementing the RTA's Customer Experience (CX) strategy, yet you will also be driving accountability with your teams…
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