AO6 Operational Team Leader

Salary: $76.50 per hour + super

Location: Toowoomba

Position Purpose

• Provide direct operational and technical support.
• Frontline operational management and last line of escalation.
• Manage case files for disputes, claims, compliance, and licensing.
• Lead and support the team, providing operational direction.
• Provide continuous status reports on operational performance.
• Manage relationships and solve problems to achieve high-quality, customer-focused outcomes.

Key Outcomes and Accountabilities

• Assist the Regional Service Centre Manager with operational and technical support.
• Deliver high-level customer service to consumers, internal clients, stakeholders, and industry groups. Provide feedback in response to inquiries through various channels.
• Handle complex or sensitive cases, including disputes, claims management, compliance, and regulatory services.
• Lead and support the team, monitor performance, and identify gaps in operational performance and knowledge.
• Act as the last point of escalation for complex or sensitive operational matters.
• Provide technical support for industry engagement, promotional, and educational activities.

Ideal Candidate Attributes

• Extensive knowledge of the building and construction industry, including contemporary standards, practices, legislation, and codes.
• Strong operational guidance and resource management skills with a track record of high-quality performance outcomes. Excellent communication, interpersonal, negotiation, and mediation skills.
• Ability to develop strategic and collaborative relationships and be able to formulate and deliver high-quality responses to complex or sensitive issues, providing senior-level advice. Willingness to undertake other duties as required.
• Possession of a C class license and willingness to travel on official business.

Application: Please apply now or contact Jacqui at 07 3239 2500.

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 [email protected] 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.

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