Customer Service Manager

Housing and Homelessness Services provides housing assistance and homelessness support services to Queenslanders most in need. The Customer Service Manager leads a multidisciplinary team providing housing pathway planning, tenancy management and property management services targeted in early interventions, flexible packages of support and supportive social housing services. The position also manages the property portfolio and budget for Bundaberg and the North Burnett region.

The Customer Service Manager ensures efficient and effective service delivery that is reflective of customer need, and aligned to outcomes for the individual and the organisation by:
• Provision of leadership, guidance and support to a team, the leadership team, and all staff through the effective coordination of a range of activities such as workload and workforce management and planning, that support service delivery's vision and strategic priorities.
• Supporting a team culture which thrives on communication, collaboration, continuous improvement, positivity, safety, learning and capability building.
• Being an active and positive member of the local leadership team, working cooperatively across all teams within the work area, and across the Service Delivery Network.
• Ensuring staff are supported to achieve excellence in their performance at work through supporting a high-performance culture that maximises potential to achieve service delivery and strategic objectives.
• Understanding, supporting, and applying Human Resource (HR) management policies and principles by coordinating and monitoring the delivery of service consistent with financial, HR and administrative delegations and responsibilities.
• Developing and applying a sound level of awareness and understanding of protocols and issues impacting on Aboriginal and Torres Strait Islander peoples to facilitate improved service delivery and customer outcomes and communicating effectively and sensitively with people from different cultural backgrounds, particularly Aboriginal and Torres Strait Islander peoples, to establish and foster quality relationships.
• Leading, modelling, and fostering professionalism, accountability and ethical behaviour and supporting change.
• Leading and ensuring the establishment and maintenance of a workplace safety culture by ensuring that all policies and practices concerning Workplace Health and Safety are applied and a part of day-to-day operations.
• Field work, including property inspections, is a regular requirement of this role. Conditions in the field are changeable and can be volatile, requiring varying degrees of vigilance and management of risk.
• A current C Class driver's licence is a mandatory requirement for the role.

Applications will remain current for 12 months.