Transport and Main Roads (Organisation site ( http://www.tmr.qld.gov.au/ ) )
Customer Service Operations; Customer Services; Customer Services Safety & Regulation; Carseldine
The purpose of the Principal Manager Customer Service Operations is to manage the unit operations by implementing policies, priorities and programs through services specific to Customer Service Operations functional teams and implement business improvement processes where required.
Some of your responsibilities will include:
• Manage a work group and provide leadership, guidance and management to staff to develop a highly motivated and skilled team to support a framework for service delivery in areas of business operations, quality service and resource management to meet customer needs.
• Provide direction and lead the delivery of services within Customer Service Operations, whilst identifying, monitoring, developing and implementing change processes and solutions impacting on service delivery with a focus on continuous improvement.
• Develop, implement and manage financial plans, operational policies, practices, procedures and performance management systems which ensure the achievement of key performance indicators in the delivery of the department's products and services.
• Manage and maintain strong relationships with internal and external stakeholders and clients, ensuring products and services meet service standards through providing specialist advice and interpretation on registration and driver licensing products.
• Ensure that Departmental legislation and policies are administered with accuracy, consistency and fairness and contribute to delivering departmental services and outcomes across the state.
Requirements of the role
To be successful in this role you will need to demonstrate:
• Excellent communication and relational skills to deliver specialist advice and information clearly to work effectively with people.
• Ability to develop and deliver operational strategies that contribute to overall business and people success.
• Ability to develop an understanding of performance management principles, operational policies, and best practices.
• Thoughtful decision-making skills to balance planned and unplanned actionable priorities.
• Reliability to motivate, inspire and guide a team to work collaborative
Applications to remain current for 12 months.
Further informationWe are committed to building inclusive cultures in the Queensland public sector that respect and promote human rights ( https://www.forgov.qld.gov.au/humanrights ) and diversity ( https://www.forgov.qld.gov.au/inclusion-and-diversity-commitment ) .
Please ensure you download all attachments and follow the instructions on how to apply.
DocumentsBefore applying for this vacancy please ensure you read the documents below.
applicant-guide (PDF, 255KB) ( https://smartjobs.qld.gov.au/jobtools/b_fileupload.proc_download?in_file_id=36095171&in_servicecode=CUSTOMSEARCH&in_organid=14904&in_sessionid=0&in_hash_key=D134ADC8437B31910FE7A0B90927CC59 )
562778-24 Role Description (Word, 518KB) ( https://smartjobs.qld.gov.au/jobtools/b_fileupload.proc_download?in_file_id=36096008&in_servicecode=CUSTOMSEARCH&in_organid=14904&in_sessionid=0&in_hash_key=BA3F8464E7A4AD04AF1366F295FE1175 )
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Inclusion and diversityWe are committed to building inclusive cultures in the Queensland public sector that respect and promote human rights ( https://www.forgov.qld.gov.au/humanrights ) and diversity ( https://www.forgov.qld.gov.au/inclusion-and-diversity-commitment ) , including making any reasonable adjustments to support you through the recruitment process.
Licence ( http://creativecommons.org/licenses/by/3.0/au/ ) Last updated 2 May 2023
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