About this Opportunity

- Continuing, Full-Time
- Digital Services Directorate
- CQUniversity Rockhampton
- Higher Education Worker Level 7
- Total Remuneration $125,827 to $136,078 pa (including salary of $106,326 to $114,988 plus 17% superannuation and leave loading)

Join an organisation with an unbreakable belief that quality education, training and research should be available to everyone - regardless of background, location or life circumstances.

Working at CQUniversity

The Digital Services Directorate leads the planning, development and improvement of CQUniversity’s enterprise systems, supporting teaching, learning, research and corporate services across the University.

We are seeking an experienced and motivated leader to oversee frontline client services, delivering a seamless and customer-focused experience for staff, students and community members. You will lead Level 0 (self-service) and Level 1 support through the Technology and Services Assistance Centre (TaSAC), covering IT, Library and Facilities incidents and service requests.

You will drive service excellence by coordinating daily operations, workforce planning, rostering and performance, while leading and developing a geographically dispersed team. You will also coordinate major incident responses, manage communications around service disruptions and changes, and work collaboratively with Digital Services leaders to improve service delivery.

Your responsibilities will include:

- Leading frontline service operations and optimising team resources and performance
- Coaching, mentoring and developing a high-performing team
- Coordinating major incident responses and stakeholder communications
- Monitoring service quality and driving continual improvement across the Digital Services Directorate
- Contributing to change enablement and related communications

If you are a collaborative leader who thrives on improving customer experiences, empowering teams and delivering effective service outcomes, we would love to hear from you.

Be Rewarded





- 17% superannuation (with the choice to join an award-winning superfund)
- 5.4 weeks annual leave (plus 3 working days paid at Christmas and New Year closure)
- 10 days personal/sick leave, plus 5 days carer’s leave
- 7.25 hours engaged service leave
- Fantastic qualified and career development opportunities
- Up to 26 weeks (six months) paid parental leave
- Access to an Employee Assistance Program and Fitness Passport

Position Requirements

Essential

- A degree with subsequent relevant experience; or extensive relevant experience and specialist expertise; or an equivalent combination of experience and education/training.
- Demonstrated experience leading and managing a team, including workload allocation, rostering, performance management and staff development.
- Excellent communication and interpersonal skills, with the ability to collaborate with diverse stakeholders and deliver quality customer service.
- Strong organisational and problem-solving skills, with the ability to manage competing priorities, take initiative and achieve operational targets.
- Experience monitoring service performance, identifying improvements and enhancing service delivery.

Desirable

- Experience leading a contact centre, service desk or frontline support team.
- Experience coordinating major incidents and stakeholder communications.
- Experience working in higher education or a large, complex organisation.

Pre-Employment Checks

Appointment to this role is subject to satisfactory pre-employment checks, which may include a National Police Check and/or Working with Children Check (where applicable).

The University is committed to providing a secure, inclusive and respectful environment where its members can study, work and live free from gender-based violence. In line with our organisational values and regulatory obligations, applicants may be required to declare any past or current allegations, investigations or findings relating to gender-based violence.

The successful candidate may also be required to demonstrate that they meet the “fit and proper person” criteria as required under applicable le

📌 Leader - Frontline Client Services (Rockhampton Regional)
🏢 Cquniversity
📍 Rockhampton Regional