Are you ready to lead a dynamic team dedicated to delivering exceptional customer service? Are you passionate about fostering a culture of continuous improvement and innovation? We have an exciting opportunity with a Customer Service Manager role available within the Department of Trade, Employment and Training (DTET) Customer Centre (DCC). The DCC plays a pivotal role in delivering exceptional customer experiences across multiple channels, supporting Queensland's communities, apprentices, trainees, and other key stakeholders. We provide critical information about programs and resources that empower individuals and businesses, contributing to the strength and growth of Queensland's economy. About the Role:The DCC is part of the Engagement Division and delivers a diverse range of customer services through two key teams:- The Customer Services Team: Provides advice and information to clients and stakeholders through a multi-channel operation. This includes guidance on becoming an apprentice or trainee and assistance with tasks like reprinting trade certificates.- The Customer Transaction Team: Handles a variety of transactional services, such as apprenticeship and traineeship administration, processing travel and accommodation claims, and overseeing a statewide mailroom operation. Both teams manage and support online resources and services through SharePoint. Responsibilities:As a Customer Service Manager, you will:- Lead and motivate 2 direct reports and up to 14 team members to deliver exceptional customer service.- Foster a positive workplace culture and build strong, productive relationships.- Identify and implement innovative business improvements to enhance service delivery.- Coordinate team workloads to effectively support both internal and external stakeholders.- Prepare executive-level correspondence and represent the department in key meetings.- Provide expertise in digital customer service and engagement.- Collaborate on procurement and supplier negotiations.- Uphold ethical practices while promoting workplace safety, equity, and diversity.- Deliver results in alignment with government policies and procedures. Skills and Experience:To succeed in this role, you will need:- Strong leadership and project management skills.- Excellent interpersonal and communication abilities.- Proven experience in customer service and stakeholder engagement.- A commitment to innovation and digital service delivery.- The ability to excel in a dynamic and evolving environment. Ready to lead the way in customer service excellence? Apply now Applications to remain current for 12 months.Job Ad Reference: QLD/606553/24Closing Date: Wednesday, 11 December 2024