Team Leader, Contact Centre

• $114,485 to $129,761
• Ongoing, full-time
• Both Gardens Point and Kelvin Grove campuses

• Reference number: 25128
• Term: Ongoing, full-time
• Remuneration: $135,483 to $153,562 pa (HEW8) (inclusive of $114,485 to $129,761 salary pa, 17% superannuation and 17.5% recreation leave loading)
• Location: Both Gardens Point and Kelvin Grove campuses
• Open to: Current staff members of QUT who have ongoing full-time work rights in Australia. In support of our strategic priority of Indigenous Australian success, Aboriginal Australians and Torres Strait Islander people who are not QUT staff are also eligible and encouraged to apply.

We are seeking a Team Leader, Contact Centre to join Student Engagement, Administrative Division.

The Team Leader, Contact Centre provides leadership and operational management to ensure service delivery standards are maintained in terms of quality and coverage. This position works closely with other HiQ Team Leaders, Training & Quality Assurance Team, and Student Engagement Managers to oversee the delivery of quality services across HiQ by identifying areas for continuous improvement; staff training and development needs; and coordinating a data driven approach to provide a consist, efficient and effective service to the university community.

We’re offering this role as a hybrid position as part of QUT’s commitment to embracing the opportunities created by a more virtual and connected world.

About us

QUT is a major Australian university with a global outlook and a 'real world' focus. We are an ambitious and collaborative institution that seeks to equip our students and graduates with the skills they will need in an increasingly disrupted and challenged world.

Digital Business Solutions (DBS) provides support for staff and students across a range of information and technology services. DBS uses technology to create value for our students and customers through the portfolios of Learning and Teaching, Research and Innovation, and Professional Services. DBS embraces digital transformation as being fundamental to the delivery on the QUT Digital Strategy to enabling QUT’s aspirations outlined in the QUT Connections Strategy.

What you need to succeed

1. Education, training and/or relevant experience equivalent to postgraduate qualifications or progress to postgraduate qualifications and extensive relevant experience.
2. Demonstrated experience in leading, managing and coaching a service delivery team in a high-volume, fast paced, multi- channel complex environment.
3. Proven experience in using technologies that support multi-channel support service delivery.
4. Strong stakeholder engagement and communications skills including the ability to resolve complex customer service issues.
5. Demonstrated ability to analyse and interpret policies, procedures and data and make recommendations for improvement. 

Life at QUT

We're committed to building a culture that fosters connection between people and purpose. Beyond personal and professional fulfillment, a career at QUT offers:

• A healthy work-life balance with a blend of on-campus and off-campus work arrangements for applicable positions. 
• Competitive remuneration with up to 17% superannuation and leave loading of 17.5%. 
• Generous maternity leave including primary carer parental leave of up to 26 weeks (including 17% super). 
• Stay healthy with Fitness Passport and enjoy discounted rates on private health insurance. 
• Purchased Leave Scheme - up to 8 extra weeks. 
• Salary Packaging Scheme for additional superannuation contributions, vehicle leasing, and on-campus services such as childcare, parking, and gyms. 
• Numerous opportunities for professional development including leadership programs and workshops, and our study assistance scheme.
• Commitment to our Indigenous Australian staff  through initiatives such as the Indigenous Australian Staff Network, Cultural and Ceremonial Leave, Staff Development Workshops, and representation on university committees. 

As part of our commitment to fostering an inclusive workplace, we proudly support our Indigenous Australians Employment Strategy, aiming for an Indigenous Australian workforce participation of 3.6%. We extend a warm invitation to Aboriginal Australians and Torres Strait Islander people to join us in pursuing a rewarding career at QUT.

View the job details at: Team Leader, Contact Centre

Job opens: 11-Apr-2025

Applications Close: 27-Apr-2025

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