Customer Service Manager (Frontline Services)

Do you want your work to make a real difference every day? Can you lead people with empathy, clarity and confidence while delivering services that matter to the community? If so, we would love to hear from you.

As our Customer Service Manager, you will lead frontline teams in Housing and Homelessness Services to help people access housing assistance, sustain tenancies and connect with the right support. Through our Housing Service Centres, we work with diverse customers whose circumstances can be complex, urgent and changing. Your leadership will help make sure our services are responsive, respectful and focused on practical outcomes.

In this role, you will manage teams delivering:
- Housing intake and assessment.
- Tenancy management.
- Property management.

You will provide day-to-day leadership, guidance and support, helping your team work well together and deliver quality services. You will create an environment where communication is open, learning is encouraged, safety comes first and people are supported to do their best work.

This role is about more than managing operations. It is about helping us deliver on the department's purpose by supporting a fair and sustainable housing system for Queenslanders. The work you lead will contribute directly to better customer experiences, stronger service delivery and improved outcomes for people seeking housing and homelessness support.

You will also:
- Work as part of the local leadership team and collaborate across the Frontline Services network.
- Support staff performance, development and continuous improvement.
- Manage service delivery in line with financial, people and administrative responsibilities.
- Model professionalism, accountability and ethical behaviour.
- Build culturally capable practice and communicate respectfully and effectively with Aboriginal and Torres Strait Islander peoples.
- Maintain a strong focus on workplace health and safety in everyday operations.

Field work is a regular part of this role. Some situations may be unpredictable or challenging, so you will need to stay calm, assess risk, make sound decisions and support your team to work safely.

We are looking for someone who can understand customer needs, lead through change and bring out the best in others. You will be comfortable managing competing priorities, building positive working relationships and creating a team culture that is collaborative, inclusive and focused on service.

You will bring:
Experience leading teams in a service delivery environment.
Strong communication and relationship-building skills.
The ability to support staff performance and foster a positive team culture
Sound judgement and a balanced approach when managing complex or competing demands.
Experience applying financial and people management responsibilities.
A strong commitment to culturally respectful, ethical and safe practice.
A Class C driver licence is required.

We are committed to building a workplace where people feel safe, respected, valued and included. We welcome applicants from all backgrounds and life experiences and we encourage you to let us know if you need any adjustments during the recruitment process.

If you are looking for a leadership role where you can support your team, strengthen services and make a meaningful difference in the lives of Queenslanders, we encourage you to apply.

Applications to remain current for 12 months.

Job Ad Reference: QLD/697959/26

Closing Date: Thursday, 27 August 2026