Professional Support Team Leader

Job description

The Channel Delivery teams within the Department of Customer Services, Open Data and Small and Family Business (CDSB) provides digitally enabled whole-of-government services to the Queensland public through multiple channels including phone, chat, counter and online. This stream brings together technology, development, products, design, engagement, and operations to deliver simpler connected customer services.
This is an opportunity to lead a frontline team delivering victim-centred support and service navigation. You will oversee daily operations, coach team members and help ensure every interaction is handled with care, consistency and professionalism. 
 
You will lead up to 15 employees working in a trauma-exposed service environment. The role combines people leadership, operational coordination, quality improvement, performance coaching and stakeholder engagement. You will also provide advice on complex matters, monitor emerging workforce risks and support the safe implementation of service changes.
Key Responsibilities

• Lead the daily delivery of victim-centred, trauma-informed and culturally responsive services.
• Coach and guide employees handling complex, sensitive and high-risk customer interactions.
• Coordinate workloads, priorities and resources to maintain safe and consistent service delivery.
• Build team capability through feedback, performance support and structured reflective practice.
• Promote psychological safety and respond to or escalate employee wellbeing concerns.
• Use quality, performance and customer insights to identify improvement opportunities.
• Maintain effective referral relationships with internal teams and external service partners.
• Provide operational advice and escalate complex or high-risk matters through approved channels.

About You

• Demonstrated leadership experience in customer, community, human or government service delivery.
• Experience supporting employees who respond to complex, sensitive or high-risk situations.
• A sound understanding of victim-centred and trauma-informed service principles.
• Ability to recognise and respond appropriately to the impacts of trauma exposure on employees.
• Strong coaching, feedback, performance and capability development skills.
• Experience coordinating workloads and allocating resources in a service delivery environment.
• High personal resilience and the ability to support sustainable team performance.
• Qualifications, or current study, in social work or behavioural sciences will be highly regarded.

What’s On Offer?

• Temporary 12-month contract with possible extension.
• Competitive salary, plus 12.75% employer superannuation and annual leave loading.
• Meaningful work supporting improved outcomes for people navigating complex circumstances.
• Established wellbeing controls and access to confidential employee assistance services.
• Brisbane-based role with potential work across multiple service delivery locations.

Applications to remain current for 12 months. Closing date: 16 October 2026.

Apply online via the www.smartjobs.qld.gov.au website and upload your:

• Resume: This should include the contact details of at least one referee who has thorough knowledge of your conduct and work performance within the previous two years.
• A brief letter (2 page maximum) telling us why you are interested in this role. We would also like you to tell us how your experiences will enable you to demonstrate the behaviours described in ‘About You’ and how this will enable you to help deliver on the Professional Support Team Leader’s responsibilities as listed under the section ‘Your responsibilities’ including relevant examples.

Applicants new to DFP may be asked to provide additional information including work rights status via a survey link – if requested, we ask that you provide this information in order to expedite your application.
 
DFP welcomes applications from Aboriginal and Torres Strait Islander people, people with diverse cultural and linguistic backgrounds and people with disability. In addition, DFP will provide reasonable adjustments for individuals with disability throughout the recruitment process. If you identify as a person with disability and require adjustments to the application, recruitment, selection and/or assessment process, please advise via adjustments@dfp.com.au or 1300 337 000 and indicate your preferred method of communication (email, phone, text) so we can keep in touch and meet your accessibility needs.
 
By clicking 'apply', you give consent that DFP may use your personal information to process your job application and to contact you for future employment opportunities. For further information on how DFP process your personal information please review the DFP Information Collection and Privacy Policy via https://www.dfp.com.au/legal_documents/privacy_policy. Do not submit any sensitive personal information in your resume.