We are searching for an experienced and people-focused Manager – Client Services Hub to lead BHC's frontline customer service function during an exciting period of growth.
This is a newly created role, offering the opportunity to use your expertise to help shape the role, guide the continued development of our existing contact centre, and influence how the Client Services Hub grows to support BHC's expanding portfolio.
You will oversee the day-to-day operations of the Hub, including staff leadership, workforce planning, workflow coordination, quality assurance, training and continuous improvement.
This role requires more than operational oversight.
Reporting to the Senior Manager – Retirement and Tenancy Operations, you will lead Client Services Officers, Reception and Administration Assistants, and other Hub-based staff to deliver responsive, professional and efficient service to tenants, applicants, support providers and other stakeholders.
As a highly capable people leader, you will be responsible for building a high-performing, customer-focused team through effective coaching, mentoring, workforce planning and performance management.
This opportunity is well suited to experienced leaders in customer service, contact centres, service hubs or operational support environments who have a proven ability to lead and develop teams.
Our organisation
BHC is an independent, charitable, not-for-profit developer, owner and manager of affordable and community housing.
We provide affordable housing to vulnerable members of the community and have a strong growth mindset – we like to push the envelope and are working to significantly grow the provision of affordable housing to meet the real community need.
This is rare and exciting prospect to join us on that journey, to undertake meaningful work, and contribute to making a big difference!
What we are seeking
Experience managing a customer service, contact centre, service hub, front office or operational support function
Demonstrated experience leading, coaching and developing teams to deliver high-quality service outcomes
Strong capability in workforce planning, workflow coordination, performance monitoring and service delivery
Highly developed communication skills,



with the ability to support complex customer interactions and escalations
Experience using data, reporting and operational insights to identify trends and drive continuous improvement
Experience with customer service technologies, CRM platforms, telephone systems or business applications will be highly regarded
What you'll be doing
Lead the Hub: Oversee the day-to-day operations of BHC's Client Services Hub, ensuring responsive, professional and efficient service delivery.
Support and develop your team: Lead, coach and develop Client Services Officers, Reception and Administration Assistants, and other Hub-based staff.
Manage service performance: Monitor call volumes, enquiry types, service levels, workloads and response timeframes to support consistent customer outcomes.
Oversee escalations: Provide leadership and guidance for complex, sensitive or escalated customer interactions, including complaints and feedback processes.
Improve systems and processes: Identify service trends, develop/maintain operational guidance materials, and lead continuous improvement initiatives across workflows, systems and technology.
Collaborate across BHC: Work closely with Tenancy, Resident and Communities, Asset Management, Corporate Services and Elevate teams to support coordinated enquiry management and service excellence.
For aPosition Descriptionwith more information, we invite you to visit the Careers section of our website.
Why join our team
At BHC there is a clear focus on a good working culture (including work-life balance, flexible work options) with many staff having worked in the organisation long-term.As a mission-based organisation that provides housing for people on lower incomes, values-based people tend to be drawn to working with BHC.
There are plenty of professional development opportunities (formal and informal),



and a strong history of internal promotions and movement across teams.
All staff have access to an individual professional development budget of $2,000 every two years.
Longevity of tenure is for the same reason staff are attracted to the organisation – because they enjoy making a difference and are given autonomy and ownership.
Staff also have access to generous salary packaging benefits to increase take home pay including $15,900 of your salary tax-free every year, plus $2,650 tax-free that can be put towards holiday accommodation or meals/entertainment; and novated leasing options.
Discounts at major retailers on groceries, fuel, technology and phone bills to fashion, restaurants and entertainment is also available through our Flare Benefits program to help you save every day with well-known brands.
Access to pro-rata long service leave is available after 7 years, that is portable within the community services sector.
Your wellbeing matters to us.
You will receive access to a paid 'wellbeing day' off each quarter to relax, rebalance and focus on your health and wellbeing; an ex-gratia paid day over Christmas, flexible work arrangements, fortnightly massages and reflexology, social events during work hours, proactive mental health support including workshops, a holistic wellbeing program for staff and their families including nutritional and financial support, legal guidance and counselling, and a market-leading gender-neutral parental leave policy offering up to 14 weeks' full pay in addition to government paid parental leave to support equality and inclusivity.
At BHC we have a shared commitment to a work environment where everyone can belong.
We are proud to have an employee led committee, BRIDGE (Belonging, Respect, Inclusion, Diversity, Growth and Equity) who actively support the priorities that are important to our staff.
The office environment is modern with a culture that reflects our core values of making a difference, working with integrity, supporting each other, working safely, our differences, being accountable and delivering quality, and celebrating achievements.
We invite you to visit BHC's website to learn more about BHC.
#J-*****-Ljbffr

📌 Manager – Client Services Hub (Queensland)
🏢 Brisbane Housing
📍 Queensland