Job Description
Service Manager Customer Contact Centre (200082)
Permanent Full Time - 36.25 hours per week
$124,645.17 to $140,769.83 Annually + 13% super
RCC Officers' Level 8 + partial private use of Council vehicle or vehicle allowance
Redland City Council offers you the chance to improve lives and shape your own career… on beautiful Redlands Coast.
Join our team as the Customer Contact Centre Service Manager
Leading a professional, multi‑channel Integrated Customer Contact Centre that plays a vital role in how our community experiences Council. This is a people‑first leadership role focused on embedding recent transformation, strengthening culture, and aligning people, processes and technology to deliver high‑quality, responsive customer service.
You will lead the team with empathy and purpose, fostering a coaching culture that supports development, builds trust and brings people together around a common direction. Working closely with stakeholders across Council, you will use customer insights, strong operational leadership and technology enhancements to make it easy for customers to do business with us.
Your responsibilities will include:
Deliver a best‑in‑class, centralised customer service and support capability for residents, businesses, and visitors through high‑level strategic advice informed by customer feedback and insights.
Design and deliver effective strategic planning that achieves quality, responsive customer experiences aligned with corporate objectives.
Lead and manage a multi‑site, multi‑disciplinary Integrated Customer Contact Centre to ensure efficient, effective service delivery that meets agreed service levels and legislative, standard, and protocol requirements.
Provide strong leadership and specialist input within multi‑disciplinary teams to achieve cost‑effective, customer‑centric outcomes and build productive working relationships that enhance customer interactions with Council.
Monitor customer service performance and manage business processes to continuously improve the customer journey, including preparing and presenting performance and trend reports informed by customer insights.
Develop and maintain the technical, business, product, and service knowledge of the team through effective recruitment, training, and development, fostering a whole‑of‑Council value mindset.
Manage the development, implementation, and monitoring of the Integrated Customer Contact Centre budget and associated resources to ensure responsible and effective use.
Partner with internal stakeholders to support change management and the design and delivery of information technology improvements that enhance the quality, accessibility, and responsiveness of customer services.
Skills and experience:
Proven ability to provide strategic direction, planning, and leadership in a complex, medium‑to‑large customer service environment.
Strong experience building and embedding a positive, customer‑centric service culture and end‑to‑end service improvement initiatives.
Demonstrated capability to lead, motivate, and develop teams through performance management, coaching, and continuous improvement.
Experience contributing to senior leadership and working collaboratively across multidisciplinary teams to achieve improved service, customer experience, and cost‑effective outcomes.
Highly developed communication skills, with the ability to influence, negotiate, and partner effectively with diverse stakeholders.
Strong written, verbal, and analytical skills, including reporting and effective use of business and information systems.
Excellent organisational and issues management skills, with experience delivering operational strategies and managing budgets and resources effectively.
Holding a current C class drivers licence would be desirable as travel between sites is required
Make sure to read the full Position Description before applying - it outlines everything you need to tailor your resume and cover letter.
Why this role stands out:
Flexible hours and partial private use of a Council vehicle or vehicle allowance
Lead people, culture and technology to embed lasting contact centre change
Make a real community impact at Redland City Council on the Redlands Coast
Working for us means enjoying diverse work and gaining opportunities to grow in a region of outstanding natural beauty - Redlands Coast. In return for your passion and commitment to making a meaningful and ongoing contribution to our naturally wonderful community, we offer great benefits and the balance you need to bring the best you.
More reasons to love working with us:
Professional development – job-specific training, study assistance, leadership and critical skills programs, plus access to an extensive range of online courses through LinkedIn Learning. We invest in your growth from day one.
Generous leave entitlements including 4 weeks annual leave with leave loading, 15 days personal/carer’s leave, 14 weeks paid parental leave, and additional flexible leave options to support your lifestyle.
Rewarding role-specific allowances recognising the responsibilities, skill, and impact of your position.
Mental health and wellbeing support – access to EAP, external providers, training, and awareness programs to foster openness and reduce stigma.
Exclusive employee lifestyle perks – discounts, cashback, health benefits, and savings on essentials, travel, tech, dining, and car ownership through novated leasing, plus employee banking benefits.
Flexible working options – access RedFlex, offering flexibility in how, when, and where you work.
Optional purchased leave available after probation.
Incentives for returning from parental leave including credited leave and superannuation benefits.
View more great employee benefits here.
Who we are:
Redland City Council is a local government organisation proudly serving the Redlands Coast community. From maintaining roads, parks, waterways and islands, to delivering essential services like waste, water, libraries, and community events - we support the city’s day-to-day life and long-term growth. With over 1,200 employees across diverse teams, we’re committed to shaping a thriving, sustainable region that our community is proud of.
Guided by our Values, we’re proud of the work we do and the people who make it possible. Visit our careers page to learn more about the stories of our incredible team.
Redlands is proud to rank among Queensland’s Top 5 local government areas for wellbeing in the SGS Cities and Regions Wellbeing Index - confirming our community as a great place to live, work, and grow.
Eligibility:
Successful applicants will be asked to consent to a criminal history check. Please note that people with criminal records are not automatically barred from applying for this position. Each application will be considered on its merits.
To be eligible for employment, applicants must have the legal right to work in Australia.
Ready to join us?
Click Apply to submit your application via Council’s online portal (or through OURspace for current employees). Please include:
A one-page cover letter; and
A current resume outlining how you meet the role requirements.
Note: We do not accept email, hard copy or third-party applications.
For more information about this position (200082), please contact Shane Hackett on 0407XXXXXX. Applications for this position close at 11:59 p.m. Australian Eastern Standard Time (AEST) on 26/04/2026.
At Redland City Council, we’re committed to creating a diverse and inclusive workplace where everyone feels respected, supported and able to contribute to their full potential. We value the unique perspectives and experiences our people bring to serving our community.
To support an inclusive recruitment experience, please let us know if you require any adjustments during the recruitment or interview process by contacting [email protected]
[Not translated in selected language]
.
Permanent Full Time - 36.25 hours per week
$124,645.17 to $140,769.83 Annually + 13% super
RCC Officers' Level 8 + partial private use of Council vehicle or vehicle allowance
Redland City Council offers you the chance to improve lives and shape your own career… on beautiful Redlands Coast.
Join our team as the Customer Contact Centre Service Manager
Leading a professional, multi‑channel Integrated Customer Contact Centre that plays a vital role in how our community experiences Council. This is a people‑first leadership role focused on embedding recent transformation, strengthening culture, and aligning people, processes and technology to deliver high‑quality, responsive customer service.
You will lead the team with empathy and purpose, fostering a coaching culture that supports development, builds trust and brings people together around a common direction. Working closely with stakeholders across Council, you will use customer insights, strong operational leadership and technology enhancements to make it easy for customers to do business with us.
Your responsibilities will include:
Deliver a best‑in‑class, centralised customer service and support capability for residents, businesses, and visitors through high‑level strategic advice informed by customer feedback and insights.
Design and deliver effective strategic planning that achieves quality, responsive customer experiences aligned with corporate objectives.
Lead and manage a multi‑site, multi‑disciplinary Integrated Customer Contact Centre to ensure efficient, effective service delivery that meets agreed service levels and legislative, standard, and protocol requirements.
Provide strong leadership and specialist input within multi‑disciplinary teams to achieve cost‑effective, customer‑centric outcomes and build productive working relationships that enhance customer interactions with Council.
Monitor customer service performance and manage business processes to continuously improve the customer journey, including preparing and presenting performance and trend reports informed by customer insights.
Develop and maintain the technical, business, product, and service knowledge of the team through effective recruitment, training, and development, fostering a whole‑of‑Council value mindset.
Manage the development, implementation, and monitoring of the Integrated Customer Contact Centre budget and associated resources to ensure responsible and effective use.
Partner with internal stakeholders to support change management and the design and delivery of information technology improvements that enhance the quality, accessibility, and responsiveness of customer services.
Skills and experience:
Proven ability to provide strategic direction, planning, and leadership in a complex, medium‑to‑large customer service environment.
Strong experience building and embedding a positive, customer‑centric service culture and end‑to‑end service improvement initiatives.
Demonstrated capability to lead, motivate, and develop teams through performance management, coaching, and continuous improvement.
Experience contributing to senior leadership and working collaboratively across multidisciplinary teams to achieve improved service, customer experience, and cost‑effective outcomes.
Highly developed communication skills, with the ability to influence, negotiate, and partner effectively with diverse stakeholders.
Strong written, verbal, and analytical skills, including reporting and effective use of business and information systems.
Excellent organisational and issues management skills, with experience delivering operational strategies and managing budgets and resources effectively.
Holding a current C class drivers licence would be desirable as travel between sites is required
Make sure to read the full Position Description before applying - it outlines everything you need to tailor your resume and cover letter.
Why this role stands out:
Flexible hours and partial private use of a Council vehicle or vehicle allowance
Lead people, culture and technology to embed lasting contact centre change
Make a real community impact at Redland City Council on the Redlands Coast
Working for us means enjoying diverse work and gaining opportunities to grow in a region of outstanding natural beauty - Redlands Coast. In return for your passion and commitment to making a meaningful and ongoing contribution to our naturally wonderful community, we offer great benefits and the balance you need to bring the best you.
More reasons to love working with us:
Professional development – job-specific training, study assistance, leadership and critical skills programs, plus access to an extensive range of online courses through LinkedIn Learning. We invest in your growth from day one.
Generous leave entitlements including 4 weeks annual leave with leave loading, 15 days personal/carer’s leave, 14 weeks paid parental leave, and additional flexible leave options to support your lifestyle.
Rewarding role-specific allowances recognising the responsibilities, skill, and impact of your position.
Mental health and wellbeing support – access to EAP, external providers, training, and awareness programs to foster openness and reduce stigma.
Exclusive employee lifestyle perks – discounts, cashback, health benefits, and savings on essentials, travel, tech, dining, and car ownership through novated leasing, plus employee banking benefits.
Flexible working options – access RedFlex, offering flexibility in how, when, and where you work.
Optional purchased leave available after probation.
Incentives for returning from parental leave including credited leave and superannuation benefits.
View more great employee benefits here.
Who we are:
Redland City Council is a local government organisation proudly serving the Redlands Coast community. From maintaining roads, parks, waterways and islands, to delivering essential services like waste, water, libraries, and community events - we support the city’s day-to-day life and long-term growth. With over 1,200 employees across diverse teams, we’re committed to shaping a thriving, sustainable region that our community is proud of.
Guided by our Values, we’re proud of the work we do and the people who make it possible. Visit our careers page to learn more about the stories of our incredible team.
Redlands is proud to rank among Queensland’s Top 5 local government areas for wellbeing in the SGS Cities and Regions Wellbeing Index - confirming our community as a great place to live, work, and grow.
Eligibility:
Successful applicants will be asked to consent to a criminal history check. Please note that people with criminal records are not automatically barred from applying for this position. Each application will be considered on its merits.
To be eligible for employment, applicants must have the legal right to work in Australia.
Ready to join us?
Click Apply to submit your application via Council’s online portal (or through OURspace for current employees). Please include:
A one-page cover letter; and
A current resume outlining how you meet the role requirements.
Note: We do not accept email, hard copy or third-party applications.
For more information about this position (200082), please contact Shane Hackett on 0407XXXXXX. Applications for this position close at 11:59 p.m. Australian Eastern Standard Time (AEST) on 26/04/2026.
At Redland City Council, we’re committed to creating a diverse and inclusive workplace where everyone feels respected, supported and able to contribute to their full potential. We value the unique perspectives and experiences our people bring to serving our community.
To support an inclusive recruitment experience, please let us know if you require any adjustments during the recruitment or interview process by contacting [email protected]
[Not translated in selected language]
.
💡 Quick Summary
Seeking a career-building opportunity? The Career Opportunities: Service Manager Customer Contact Centre (3677) position is now open for candidates interested in the Government Job Alert sector. This role in Redland Bay offers a professional environment and growth potential.
Requirement Snapshot: Candidates should possess basic communication skills, a proactive attitude, and the ability to work in a team. Experience in Government Job Alert is a plus.
