Troocoo is partnering with a Queensland Government statutory body to recruit an experienced AO8 Manager Client Services. This is a 12-month contract, with the possibility of transitioning to permanent employment, based in North Brisbane.
Reporting to the Director Operations, you will lead a multi-channel client services function. With up to five direct reports, you will build team capability, strengthen operational performance and lead improvements that deliver productive, consistent and customer-focused services.
About the role
This opportunity combines hands-on people leadership with strategic service delivery. Your responsibilities will include:
- Leading a contact centre team across multiple service channels, managing workforce capacity and capability.
- Developing and implementing initiatives to meet service delivery targets and improve the customer experience.
- Using contact centre metrics and operational data to monitor performance and inform decisions.
- Reviewing systems and processes to improve efficiency and ensure alignment with legislation and organisational policies.
- Leading change initiatives and preparing teams for new processes and ways of working.
- Managing individual and team performance, promoting accountability and supporting professional development.
- Providing high-level advice, briefing notes and reports to senior leaders.
- Building constructive stakeholder relationships and managing operational risks.
About you
You are an accomplished people leader with proven experience managing a multi-channel contact centre or client services function. You bring a practical approach to improving performance and the confidence to guide teams through change.
You will demonstrate:
- Strong experience leading customer service operations and using performance metrics to improve outcomes.
- Success developing capable, motivated teams and managing performance matters.
- The ability to interpret legislation and translate requirements into effective procedures and service delivery practices.
- Experience delivering continuous improvement and operational change.
- Excellent written and verbal communication, including advice and reporting for senior executives.
- Strong stakeholder engagement skills and sound judgement in managing risks and competing priorities.
- There are no mandatory qualifications for this role.
What’s on offer
- $97–$103 per hour + 12% super, depending on experience.
- 12-month contract with the possibility of permanent employment.
- North Brisbane location with free onsite parking.
- An opportunity to influence service delivery and contribute to meaningful outcomes for Queensland workers and employers.