Sydney or Brisbane | Permanent Full-Time

Lead a Team That Makes a Difference Every Day

Are you an experienced customer service or contact centre leader who thrives on developing people, improving services, and delivering exceptional customer experiences?

We're looking for an inspiring and commercially minded Consumer Services Manager to lead a growing team within a newly evolving Centre of Excellence. This is an exciting opportunity to shape the future of consumer service delivery while making a meaningful impact on the lives of Australians.

As Consumer Services Manager, you'll oversee a team of approximately 15 employees, driving operational excellence, service innovation, workforce performance, and customer outcomes across a range of consumer-facing programs and services.

About Us

We are a highly respected, purpose-led health organisation committed to improving the lives of Australians through innovation, compassion and impact. Grounded in our values and powered by people, we champion equity, care, and connection in everything we do. As we grow and evolve, we're building a current Centre of Excellence.

Our people are at the heart of our success. We foster a collaborative, supportive, and high-performing culture where continuous improvement, accountability, and innovation are encouraged and celebrated.

About the Role

Reporting to the National Manager, Consumer Experience, you will be responsible for leading the day-to-day operations of a high-performing consumer services team, ensuring excellent service delivery, achievement of performance outcomes, and a strong focus on customer experience.

You'll play a key role in:

- Leading, coaching and developing a high-performing team
- Driving service excellence and customer satisfaction
- Managing workforce planning and operational performance
- Analysing performance data to identify opportunities for improvement
- Delivering operational and financial outcomes across multiple programs and contracts




- Partnering with stakeholders across the organisation to support strategic initiatives
- Leading continuous improvement and innovation initiatives
- Managing change and helping shape the future direction of consumer services
- Providing strategic insights and recommendations to support organisational goals and decision-making.

About You

You are a people-first leader with a passion for customer experience and a track record of driving operational success.

You'll bring:

- 5+ years' experience leading high-performing customer service, contact centre, consumer experience, or service delivery teams
- Strong leadership, coaching and capability-building skills
- Experience managing workforce planning and service delivery operations
- Exceptional analytical and problem-solving capability
- A proven ability to use data and insights to improve performance and customer outcomes
- Strong stakeholder engagement and relationship management skills
- Experience leading teams through growth, change, and transformation
- A focus on quality, compliance, continuous improvement and customer-centred outcomes
- Experience within healthcare, community services, telehealth or not-for-profit environments will be highly regarded.

Why Join Us?

- Make a genuine impact in a purpose-led organisation
- Lead an engaged team during an exciting period of growth and transformation
- Learning & Development - Access to over 80,000 courses and 250 providers
- Work alongside passionate and committed professionals
- Enjoy a flexible and hybrid work model
- Sydney or Brisbane location options
- Permanent full-time opportunity with long-term career potential.

We believe our people are stronger when they reflect the diverse communities we serve. We’re committed to creating an inclusive workplace where everyone feels they belong and we warmly encourage applications from Aboriginal and Torres Strait Islander peoples, people living with disability, people from culturally and linguistically diverse backgrounds, LGBTQIA+ individuals, and people of all ages, identities and experiences.

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📌 Consumer Services Manager (Brisbane)
🏢 seek.com.au
📍 Brisbane