Manager Customer Engagement and Experience

MANAGER CUSTOMER ENGAGEMENT AND EXPERIENCE

• Picton location / South West Sydney
• Permanent full-time position
• Attractive salary based on skills and experience
• Generous and regular flexible working arrangements

About the opportunity

Wollondilly Shire Council is experiencing tremendous growth and an opportunity exists for an experienced leader to manage Council's Customer Engagement and Experience Team. If you're driven by data, inspired by innovation, and ready to lead teams that thrive with every customer touchpoint, this position could be for you.

This exciting management role will lead our Customer Engagement and Experience team in customer satisfaction, building meaningful connections and drive engagement across all sections of Council. Reporting to Direction Shire Connections, you will bring your ideas, your energy and your customer first mindset in providing ongoing leadership, strategic direction, management and coordination.

To succeed in this position, you will meet the following criteria:

• Degree level qualification in a relevant field and extensive demonstrated experience in service areas of responsibility.
• Extensive demonstrated experience in service areas of responsibility.
• Demonstrated significant people leadership experience including leading staff through change, enabling high performance and achieving results.
• Ability to contribute to the establishment of long-term customer service programs, plans and initiatives which aim to improve service levels and ensuring standards are met by staff under their control.
• Demonstrated exceptional communication and interpersonal skills with the ability to effectively communicate and influence at all organisational levels and external stakeholders and agencies.
• Demonstrated experience in developing and enhancing team capabilities and performance.
• High level of strategic planning and project management skills with a proven track record of delivering high quality results in line with project budget and timeframes
• Demonstrated high level budget management skills and experience.

Desirable Requirements

• Post Graduate Qualifications
• Class C Drivers Licence

What we can offer you

Located on Sydney's southern fringe, Wollondilly Shire Council spans 2,560 km² of natural bushland, scenic waterways, and vibrant, welcoming communities.

Delivering exceptional, high-performing services to our community is fundamental in what we do. We continuously seek opportunities to strengthen our service delivery and require experienced and qualified professionals to join us in Making Wollondilly even better, together. We actively cultivate a positive and supportive work environment, providing a variety of benefits to support, reward and actively engage our workforce including;

• Learn, develop and grow your career with our Growth Learning Program
• Be acknowledged in our STAR Reward and Recognition program
• Participate in our Educational Assistance Program
• Stay connected with our Health and Wellbeing programs
• Access to our Employee Assistance Program

Want to find out more?

Further information: Caroline Argent, Director Shire Connections, 02 4677 9673

Closing Date: 5pm Monday, 22 September 2025

Only applications received via Council's online recruitment platform will be considered. To apply for this position, you must be an Australian or New Zealand citizen, a permanent resident, or have unlimited work rights in Australia without visa restrictions.

All positions are engaged Monday to Sunday (except otherwise stated) in accordance with the Local Government (State) Award.

Shortlisted applicants may be required to complete pre-employment checks which include a medical assessment (including drug and alcohol screening), police clearance, qualification and bankruptcy verification, and a valid WWCC.

Wollondilly Shire Council is committed to fostering a positive, inclusive, and diverse workplace culture. We uphold our responsibility as a child-safe organisation, dedicated to promoting and protecting the rights of children and young people. We encourage applications from First Nations peoples, individuals with disability, veterans, members of the LGBTQIA+ community, and people from culturally and linguistically diverse communities. We actively provide reasonable adjustments ensuring applicants are supported throughout the recruitment process.

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