Manager Client Services

Be challenged | Be rewarded | Belong

QLeave is looking for a well versed people manager with experience working in contact centres at a range of levels.

Our contact centre is the home of customer service at QLeave.

As Manager Client Services, you will be a key part of our Leadership team, contributing to strategy and delivery of some of QLeave's programs.

As Manager Client Services, you will work in collaboration with the Workforce Analyst and Workforce Scheduler to recruit, train and roster up to 40 officers, to meet service delivery requirements, maintain client relations, and improve processes for claims. 

At QLeave, the Client Services team is responsible for supporting industry workers and employers with portable long service leave. 

Your contribution

Using your superior communication skills and experience in leading a high-performing team, you will:

• lead and manage a service delivery team in a contact centre environment by managing capability and capacity to support industry workers and employers across multiple channels
• develop and implement strategies and initiatives to improve service delivery and meet or exceed performance targets
• ensure the team delivers efficient functions and processes that align with QLeave's policies and enabling legislation and meet service level agreements
• review, challenge and improve systems and processes used to deliver services to ensure targets are met in line with QLeave's strategic plan
• manage operational planning against strategic goals and participate in risk reporting
• provide a high level of advice to the Program Manager and QLeave's Executive team on services and functions of the Client Services team
• manage team and individual performance matters
• work towards industry best practice through participation in industry forums and activities
• actively contribute as a member of QLeave's Leadership team
• contribute to the implementation of QLeave's fraud and corruption control strategy by identifying, responding to, and reporting on risks, and raising awareness within your team to prevent fraud and corruption in the workplace.

This position reports to the Program Manager and has two direct reports.

What we are looking for

For this role, we will consider how well you:

• lead and manage client service delivery across multiple channels 
• lead teams through continuous improvement to deliver efficient services, systems and processes that align with legislation
• maintain strong and constructive relationships with internal and external stakeholders
• provide high level verbal and written communication to executives, including briefing notes, plans and reports
• work collaboratively with internal stakeholders to achieve organisation-wide consistency in service delivery
• proven experience managing a multi-channel contact centre and using contact centre metrics to gauge performance
• foster a work environment that encourages a skilled, motivated and productive team, and manage team and individual performance.

There are no mandatory qualifications for this role.

Interested in applying?

We strongly encourage applicants from all life experiences and backgrounds to apply. Please tell us about any additional support or adjustments, such as interpreting services, physical requirements, or assistive technologies, that will better enable you to shine during the recruitment process.

If you require more information or a confidential discussion about the role, please contact Emily Evans. 

To enable us to assess your suitability, your application must include:

• a detailed resume outlining your qualifications, relevant experience and achievements
• a brief letter (1 - 2 page) highlighting your motivation for the role and evidence which demonstrates your ability to meet its specific requirements

We offer:

• Competitive salary and benefits (12.75% superannuation contributions and 17.5% leave loading), including generous leave entitlements and salary packaging options
• A progressive work environment that celebrates diversity, equity and inclusion, with Diversity Council Australia membership
• Health and well-being initiatives, including annual flu vaccinations, and an Employee Assistance Program including confidential counselling for employees and immediate family members
• Study assistance scheme