WorkCover Queensland is entering an exciting new chapter, guided by a renewed strategic focus and strong executive leadership shaping our 2030 Strategy. We’re embarking on an enterprise-wide transformation to strengthen our impact and continue making a positive difference in people’s lives.

About the Role

Reporting to the Head of Customer Support, the Customer Support Manager is a senior leadership role within WorkCover Queensland’s Customer Support business unit. The Customer Support Manager is accountable for the leadership, performance and capability of Customer Support Team Leaders, ensuring consistent delivery of high‑quality customer service outcomes in a high‑volume, highly regulated environment. The role plays a key part in maintaining service excellence while supporting ongoing transformation and digital enablement across Customer Support.

What You’ll Do

• Supervise, coach and performance‑manage Customer Support Team Leaders, ensuring clear accountability for service delivery, quality and customer outcomes.
• Set and maintain strong operational standards to ensure customer interactions are accurate, timely, empathetic and compliant with legislative, privacy and governance requirements.
• Oversee workload planning and resourcing through Team Leaders, identifying and addressing capacity, capability or performance risks.
• Drive a disciplined approach to performance management and quality assurance, addressing underperformance and embedding consistent coaching practices.
• Act as an escalation point for complex or systemic operational and customer matters beyond Team Leader scope, ensuring appropriate resolution and risk management.
• Lead and embed continuous improvement initiatives, supporting the function through transformation while maintaining Business as Usual performance.
• Analyse operational and workforce performance data to identify trends, issues and improvement opportunities, providing clear insights and recommendations to senior leadership.
• Partner with internal stakeholders across Claims, Partnerships & Relationships and enabling areas to support integrated, customer‑focused service delivery.
• Foster a safe, inclusive and accountable culture aligned with WorkCover Queensland’s values and people frameworks.

What We’re Looking For

You are an experienced contact centre leader who brings sound operational judgement, commercial awareness and the ability to maintain performance in complex, highly regulated environments. You have proven experience leading teams through change and transformation while sustaining service quality, engagement and compliance.

• At least 5 years of experience in a senior management role within a large‑scale contact centre
• Demonstrated experience in financial services or similarly regulated environments, with strong understanding of governance, compliance and risk requirements.
• Proven success driving service performance improvement, quality uplift and cultural change across multiple teams.
• Experience supporting or delivering operational transformation, including process improvement and digital enablement.
• Strong workforce planning, capacity management and operational reporting skills.
• Practical experience working with contact centre technologies
• Advanced stakeholder management skills and confidence operating at senior leadership level.
• Tertiary qualifications in Business, Management or a related discipline (post‑graduate qualifications highly regarded).

A Bit About Us

Our vision is to be the best workers’ compensation insurer, making a positive difference to people’s lives and keeping Queenslanders working. We turn care into action, act with integrity, and work together to unlock what’s possible. If you value empathy, collaboration, and continuous improvement, you’ll find a great community at WorkCover.

Working in a collaborative team environment within a supportive and engaged organisation, you’ll enjoy a hybrid work model, access to personalised learning and development opportunities and the holistic support of our health and wellbeing program. We offer industry competitive salaries, a generous superannuation scheme (including co-contribution) and study assistance. You can find out more about our Employee Benefits by visiting Working at WorkCover Qld. 

How do I apply?

If this sounds like you, we’d love to hear from you. Applications close April 24, at 5 pm.

We are committed to ensuring WorkCover reflects the diversity of the Queensland community. We welcome applications from First Nations peoples, members of the LGBTQIA+SB community, people of all ages, people who are neurodivergent, people with disability, and people from culturally and linguistically diverse backgrounds.

To ensure you have the best and most inclusive experience, please let us know if you require any reasonable adjustments or accommodations to help you confidently showcase your skills and potential. You can contact us at recruitment@workcoverqld.com.au or let our recruitment team know during your conversation with them.

Pre-employment checks will be conducted on all prospective employees. This includes a Right to Work in Australia Check, Police Check, Education Check, Reference Check, and where appropriate a Visa Check. The information provided will be treated as confidential in accordance with the Information Privacy Act 2009 (Qld).