AO6 Operations Team Leader

AO6 Operations Team Leader

AO6 Operations Team Leader (Temporary)

We are seeking an experienced AO6 Operations Team Leader to join a Regional Service Centre in Rockhampton. This is a full-time, office-based role (9:00am–5:00pm) with an initial engagement through to 30 June 2026, with potential for extension.

Previous government experience is not essential but is desired. 

Role overview

The Operations Team Leader provides frontline operational leadership and technical support within a Regional Service Centre environment. This role acts as the last point of escalation prior to the Regional Manager and is responsible for managing complex and sensitive matters, supporting team performance, and ensuring the delivery of high-quality, customer-focused regulatory services.

Key responsibilities

• Provide direct operational and technical support to the Regional Manager
• Lead, support and provide operational direction to a multidisciplinary frontline team
• Act as the final escalation point for complex or sensitive operational matters
• Manage difficult case files including disputes, claims management, compliance and licensing matters
• Monitor, analyse and report on operational performance, KPIs and service outcomes
• Identify capability or performance gaps and escalate insights and recommendations
• Provide high-level customer service to consumers, stakeholders and industry representatives
• Engage with customers via phone, email and in-person, including front counter services
• Support industry engagement, promotional and educational activities where required
• Champion organisational values and behaviours to drive a strong customer experience

About you

• Substantial knowledge of the building and construction industry and relevant legislation, standards and codes
• Proven experience in operational leadership within a regulatory or compliance-based environment
• Strong resource management and performance monitoring capabilities
• High-level communication, negotiation and mediation skills
• Ability to manage sensitive, complex matters with professionalism and sound judgement
• Demonstrated ability to build collaborative relationships with internal and external stakeholders

This is a strong opportunity for an experienced operational leader to take on a pivotal role within a regional regulatory environment and make a meaningful impact through leadership, service delivery and stakeholder engagement.

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