Senior Officer – Customer Service Team Leader

WHO ARE WE

At Football Queensland, our vision is for football across the state to be united – to be the game of choice, for all, for life.

As the governing body for football in Queensland, we are dedicated to developing and growing the game at all levels. We lead and support our clubs, volunteers, coaches, referees, and stakeholders to deliver exciting and inclusive football experiences – anytime, anywhere.

We also proudly manage player development pathways and deliver premier football competitions across the state to ensure quality and opportunity for everyone involved.

Whoever you are, whatever your age, wherever you’re from, whatever your story – football has the power to inspire and unite us all.

Primary Purpose of Role

The role of Senior Officer – Customer Service Team Leader has been created to deliver excellent customer service and experiences to players, participants, clubs, and stakeholders. As part of the Corporate Services team, this function is designed to ensure that all engagement with participants and stakeholders of the game is handled consistently regardless of geography or discipline.

The Senior Officer – Customer Service Team Leader will lead a Customer Service team to provide timely, accurate, and efficient information and assistance to the clubs and participants of Football Queensland. The goal is to ensure high levels of customer service delivery and to provide a quality customer experience that is as simple, convenient, and accurate as possible.

The role requires initiative, strong management skills, the ability to perform tasks independently, friendly and responsive communication skills, and most importantly, attention to details and accuracy.

Key Areas of Responsibility

Establish and operationalise processes for the effective management of customer service.

• Lead the Customer Service team, role modelling the organisation’s expected behaviours.
• Implement operational manuals, training programs, and ensure consistent application of service standards.
• Monitor and measure team performance against KPIs and service benchmarks.
• Ensure consistent application of customer service principles across the organisation.
• Effectively handle escalated customer queries and complaints.
• Identify challenges facing football participants and present potential solutions to the Senior Manager – Corporate Services for consideration and implementation.
• Ensure compliance with organisational policies and procedures.
• Prepare and present reports on team performance and customer service outcomes.
• Support the onboarding and training of new team members.
• Foster a positive, collaborative, and customer-focused team culture.
• Develop, manage, and adjust staff rosters to ensure adequate service coverage.
• Allocate and prioritise daily tasks and workload across the team.
• Create and maintain positive relationships in all customer interactions, ensuring a professional and friendly approach and prioritising customer satisfaction.
• Use comprehensive knowledge of systems, processes, and operating practices to resolve and record customer complaints, escalating unresolved issues where necessary.
• Identify and report gaps, issues, or opportunities for improvement in Football Queensland’s customer service processes and systems.
• Collect and analyse customer feedback and data, providing recommendations for continuous service improvement.
• Ensure completion of activities that support the provision of registration services (including ITCs, refunds, and general registration queries), while upholding privacy requirements and legislative obligations to maintain confidentiality, privacy, and integrity of information.

Key Performance Measures

• A Performance and Development Agreement will outline expected performance standards, business goals, and areas for skills development.
• This agreement will ensure that objectives for the role are regularly reviewed and measured, supporting effective activity management, tracking success in delivering desired outcomes, and identifying any further training or development needs.
• Establish and manage team KPIs related to customer service performance, including First Response Times, Average Resolution Times, Number of Resolved Tickets and Net Promoter Score (NPS)

Knowledge, Skills and Behaviour Required

The position requires a range of personal and professional skills, including but not limited to:

• Strong interpersonal and communication skills, with a proven ability to engage and work effectively with a divers and complex range of stakeholders.
• A strong customer service focus, with a commitment to delivering positive experiences.
• Self-motivation and the ability to effectively prioritise tasks, manage multiple responsibilities, and utilise internal and external resources to achieve results.
• The ability to work with minimal supervision, take initiative, set priorities, and manage tasks independently.
• High attention to details and accuracy in all work.
• Proficiency in Microsoft 365 suite (including Teams, Word, PowerPoint, Outlook and Excel) and Customer Relationship Management (CRM) platforms.
• A collaborative mindset, with the ability to contribute to team goals while also working independently when required.
• Proven ability to critically review processes, implement improvements, and maintain a commitment to continuous improvement.
• A strong team player, willing to support others and contribute to a positive team culture.
• Possession of a Valid Blue Card (Working with Children Check).

Major Interactions

• Chief Executive Officer
• Senior Manager – Office of the CEO & FQ Operations
• Senior Manager – Corporate Services
• Other Football Queensland departments, as required
• Football Queensland regional offices and key stakeholders

Other Information

Core working hours: 9:00am to 5:00pm

Office-based role requiring consistent availability Monday to Friday

HOW TO APPLY

Please submit your application by clicking ‘Quick Reply’ OR alternatively, submit a brief cover letter outlining your experience and interest in the role, along with a current CV, to fqhq@footballqueensland.com.au

Applications Close: Sunday 2 November