Team Leader

We are seeking a dynamic leader to manage a highly productive work unit and prioritise realistic work goals to achieve set outcomes daily. This role is integral to the Department of Transport and Main Roads' mission of delivering outstanding customer service. The successful applicant will play a key role in leading and developing a motivated team, conducting coaching and development activities, monitoring performance to meet service standards, and championing continuous improvement processes. Additionally, you will assist with other duties as requested by senior management.

The role will lead and manage a highly productive work unit and prioritise realistic work goals to produce set outcomes on a daily basis. This role is integral in achieving the Department of Transport and Main Roads delivery of outstanding customer service to its customers.

Some Of Your Responsibilities Will Include

• Lead, develop and supervise a highly motivated and skilled team through the development of a framework for service delivery in areas of business operations,
  
  
  

quality service and resource management to meet client needs.

• Conduct and coordinate coaching and development activities (for example, one on one, buddying sessions training and development) for team members, to ensure
  
  
  

staff receive regular performance feedback, information and assist with their ongoing development.

• Monitor workforce tools to track performance and respond to situations ensuring service delivery standards and key performance indicators are being met and
  
  
  

maintained.

• Champion and lead continuous and business improvement processes, along with change projects and associated processes to deliver improved service delivery and
  
  
  

operational efficiencies.

• Assist with other duties as requested from the Principal Manager (Customer Service Operations) or Operations Manager (Customer Contact Centre).
  
  
  

Requirements of the role

• Effectively leads change within complex environments, with a demonstrated ability to embrace ambiguity and drive initiatives with focus and optimism.
• Proven ability to develop and mobilise talent by strengthening and leveraging the unique skills and capabilities of the workforce
• Demonstrated ability to ensure accountability and deliver high-quality results by maintaining professionalism, demonstrating persistence, and fostering transparency.
• Demonstrated commitment to personal and professional growth through agile learning and the development of self-awareness.
  
  
  

Be Part Of Something Bigger

Your contribution will not only influence the growth and capability of CSB staff but also shape the experiences of the Queensland community we serve.

What We Offer

• Work and Life balance, including 'flex time' and flexible work arrangements with a 50% working from home option.
• Convenient northside location with ample parking and public transport nearby.
• The chance to make a significant impact within a dedicated team.
• A dynamic and collaborative work environment.
• Opportunities for professional growth and development.
• Generous leave including:
• 4 weeks annual leave
• 2 weeks sick leave per year
• Long-service leave after 7 years
• Salary sacrificing
• Parental leave
• Generous superannuation
  
  
  

Ready to make a difference?

Embark on a fulfilling career where your specialist skills have a direct impact on the quality of public service. Apply now to become the catalyst for change in CSB's

pursuit of excellence!

We strongly encourage applicants from all life experiences and backgrounds to apply. Please tell us about any additional support or adjustments, such as interpreting services, physical requirements, or assistive technologies, that will better enable you to shine during the recruitment process.

Applications will remain current for 12 months.

Occupational group Customer Service/Call centre