Manager Customer Support

Reporting to the Head of Customer Support, the Customer Support Manager is a senior leadership role responsible for the performance, delivery and ongoing development of WorkCover Queensland's Customer Support function. Leading a team of Customer Support Team Leaders, you will oversee the day-to-day operation of a high-volume contact centre, ensuring exceptional customer outcomes, operational excellence and compliance within a highly regulated environment. The role is accountable for workforce planning, resourcing and recruitment decisions that align capacity with current and future demand, while building leadership capability and fostering a high-performing culture. Working closely with stakeholders across the business, you will leverage operational insights and performance data to drive continuous improvement, support transformation initiatives, and ensure the right people, processes and systems are in place to deliver sustainable service outcomes.

You are an experienced contact centre leader with a passion for operational leadership, people development and continuous improvement. You bring strong commercial and operational judgement and have successfully led leaders and large teams in complex, high-volume environments. You are confident analysing workforce and performance data, making resource and recruitment decisions, and translating business needs into operational outcomes. Most importantly, you excel at building leadership capability, developing future talent and creating an engaged, high-performing culture while maintaining a strong focus on customer service, compliance and operational excellence.

Experience in a leadership role within a large-scale contact centre or customer operations environment.

Demonstrated experience in financial services or another highly regulated industry, with a strong understanding of governance, compliance and risk.

Proven experience leading leaders and developing capability across multiple teams.

Strong operational management experience, including workforce planning, forecasting, capacity management and resource allocation.

Experience making strategic recruitment and workforce decisions aligned to current and future operational requirements.