Senior Customer Service Manager (Townsville)

Your role within the Townsville Housing Service Centre (HSC) will support the delivery of housing and homelessness services throughout the region. You will manage a team to provide tenancy and property services, and will oversee a range of services, products, referrals and housing solutions for a diverse customer group. You will ensure efficient and effective service delivery and governance measures that are reflective of customer needs and aligned to outcomes for the individual and the organisation. What You Will Be Doing
- Provision of leadership, guidance and support to the Manager and all staff through the effective coordination of a range of activities such as workload and workforce management and planning.
- Create a team culture which thrives on communication, collaboration, continuous improvement, positivity, safety, learning and capability building.
- Be an active and positive member of the local leadership team.
- Ensure staff are supported to achieve excellence in their performance at work through promoting and supporting a high performance culture that maximises potential.
- Apply HR management policies and principles by coordinating and monitoring the delivery of service consistent with financial, HR and administrative delegations and responsibilities.
- Develop and apply a high 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.
- Lead and ensure you establish and maintain 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. What We Are Looking For We are looking to find the person best suited for the role and will be considering your knowledge, skills, experience, potential for development and future contribution to the department as well as your personal qualities and how they contribute to our department's equity and diversity objectives which aim to build a workforce that reflects the Queensland community. It is recognised that everyone is a leader regardless of classification level. Refer to the Team Leader stream of the Leadership competencies for Queensland framework to understand the expectations for this role. The Skills You Will Need Include Being Able To
- Work to understand customers and stakeholders, encouraging a strong customer-focus and build understanding perspectives within the team.
- Demonstrate a balanced approach to managing conflicting demands and assist the team to adapt to a changing environment.
- Build networks and work collaboratively with others.
- Demonstrate clear and concise written and verbal communication, modelling open communication.
- Identify a broad range of development opportunities for team members and build a cohesive and supportive team environment. Mandatory Requirement
- Class C driver's licence. Through Housing Service Centres across Queensland, HSC staff are our main contact points with customers. They connect them to information, options, and support services to meet their housing needs. HSC staff work with customers to develop a plan that empowers them to improve their whole-of-life wellbeing and achieve secure, secure, and sustainable housing. Our work aims to reduce the barriers many Queenslanders face to accessing safe, secure, and affordable housing and helps create pathways for them to achieve housing independence. #J-18808-Ljbffr Apply on Kit Job: kitjobau.com/job/3ru23h