Customer Service Manager

Join to apply for the Customer Service Manager role at NSW Department of Planning, Housing and Infrastructure

Join to apply for the Customer Service Manager role at NSW Department of Planning, Housing and Infrastructure

• Office location - Parramatta, Newcastle, Wollongong, Queanbeyan desirable (other locations include Bathurst, Coffs Harbour, Orange, Albury or Murwillumbah) with flexible working supported
• Salary relative to experience and ranges from $129,464 - $142,665
  

Perks of working for VNSW:

• It's great: We work hard, but we play hard too… and enjoy a laugh
• It's digital: You'll have access to modern devices and tools - with a modernised valuation platform known as Val IQ
• It's rewarding: With huge operational and strategic delivery pieces that underpin core government functions and services, there'll never be a dull day
• It's flexible: We're hybrid and split between the office, on the road and home. You'll have access to generous leave options
  

The role

The Customer Service Manager leads the operational delivery of key initiatives focused on the integration of services and enhancing the customer experience across Value NSW.

This role is responsible for developing and implementing policies, monitoring customer feedback, leading team performance, and improving service processes. You'll engage internal and external stakeholders to deliver best practice, customer-centric solutions, while contributing to the ongoing development of a high-performing service culture.

For more information read the full role description - Customer Service Manager

What you will bring to the role

• Strong leadership in service delivery, people management and resource planning in a fast-paced environment
• Demonstrated experience using customer feedback and data analysis to drive process improvement
• Highly developed communication skills with the ability to draft complex correspondence and manage challenging conversations
• Capacity to work collaboratively across business units and balance multiple priorities under pressure
  

Apply online with your resume and cover letter. Applications close 24 August 2025 at 11:55PM.
Contact Emily Clarke on emily.j.clarke@dpie.nsw.gov.au

A recruitment pool may be created for ongoing and temporary opportunities of the same role or role type that may become available over the next 18 months.

Please note to be eligible to apply for this position you must be an Australian or New Zealand citizen or permanent resident, or hold a valid Australian working Visa for the duration of the appointment.

About Us

The Valuer General is an independent statutory officer, appointed by the Governor of New South Wales to oversee the State's land valuation system.

Value NSW (VNSW), part of the Department of Planning, Housing and Infrastructure, delivers the valuation system for rating and taxing as well as compulsory acquisition compensation purposes via delegation of the Valuer General of NSW. This includes but is not limited to:

• Making more than 2.7 million residential, rural, commercial and industrial valuations annually, with a total value of approximately $3 trillion as well as managing compulsory acquisition determinations in situations where government cannot reach agreement, totalling over $1 billion per annum
• Delivering customer services and experience for 2.7 million landholders per annum - receiving up to 50,000 calls and many more enquiries
• Monitoring, assurance and governance pertaining to the quality of the valuations undertaken relevant to both the Valuation of Land Act 1916 and the Land Acquisition (Just Terms Compensation) Act 1991.
  

In addition, VNSW provides other specialised valuation activities, services and determinations for other cluster or statewide government partners - including being responsible for the delivery of all valuations for government property transactions as defined by the Government Property Framework and Treasurer's Directions as well as more than $84 billion in government asset valuations for financial accounting purposes.

We are an inclusive and accessible workplace, where your individual contributions are valued, and where everyone is encouraged to feel a sense of connection and belonging. DPHI supports various employee affinity groups, practices flexible working, offers job share and workplace adjustments.

We encourage and support applications from people with disability. Please reach out to us to discuss any accommodations or adjustments that may be needed during the recruitment process, ensuring that you have every opportunity to showcase your talent, skills, and potential. Contact the Talent Team via talent.acquisition@dpie.nsw.gov.au or (02) 63637676 - HR Support, option 3, DPHI People Advisory, option 1 and reference 'Request an Adjustment - Job Title and Reference Number'.

If you are an Aboriginal or Torres Strait Islander use our Aboriginal applicants guide to assist with applying for roles or contact our Aboriginal Career pathways team for a yarn.

Seniority level

• Seniority levelMid-Senior level

Employment type

• Employment typeFull-time

Job function

• Job functionCustomer Service
• IndustriesGovernment Administration

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