Voice of Customer Manager

City of Newcastle (CN) is looking for a passionate and purpose driven Voice of Customer Manager to help us champion a customer centric culture that puts people and community first.

This role is about more than just metrics. It is about making a meaningful impact by ensuring our services reflect the needs and experiences of those we serve. Being part of a Local Government organisation isn't for maximising profits or satisfying shareholders, we are here to show up for our community. At CN, we do this with empathy, integrity and care.

In this role, you will lead the expansion and delivery of our Voice of Customer (VOC) program, using customer and performance data to generate insights that inform strategic decisions and drive service improvements. You will work closely with teams across the organisation to embed customer feedback into everyday practice and mature our VOC practice, ensuring our internal and external customers receive consistent, high-quality service experiences.

You will lead a supportive and experienced team that values collaboration, innovation and continuous learning. And we'll be there for you in important times in your life. We embrace flexible work arrangements to find a balance that allows us to enjoy the city we shape.

Through your work, you'll have a behind the scenes pass to Newcastle's evolution as you shape our future as a liveable, inclusive city. If you are someone who believes in the power of listening, values evidence based decision making and wants to help shape services that truly benefit the community, this could be an incredible career move.

As a member of our team, you won't just work for the city; you'll co-create it.

Life at City of Newcastle (CN)

You'll get to experience your work up close alongside the brilliant minds of your colleagues who care for one another and the region. You'll chip away at ambitious plans with a talented, passionate crew alongside you, shaping the very fabric of our community. Showing up for neighbours not shareholders. Every single day offers the chance to think big and act local. Planning and prioritising to achieve the most important outcomes with the community. You'll add value in the moments that matter. From librarians to lifeguards, in a range of iconic places, we achieve a better Newcastle together.

Whether we're planning to host major events, providing essential services or supporting creative artists, it's what we do when the cameras aren't rolling that matters most. Our focus on inclusion and respecting culture will help you feel a deeper connection with others. You'll connect with internal communities that will help you to feel a sense of belonging and reflect the diversity of the growing region. You'll do meaningful work and do it sustainably as you take ideas from plan to play, in your own backyard. With hundreds of different roles, each person adds their uniqueness to our culture and plays their part as we head towards our 2040 vision. With natural assets and a focus on the environment, co-create a sustainable region with us.

Why join CN?

At CN, we value our employees, and their wellbeing takes priority. We encourage employees to make time for what's important and provide the benefits to enable a work life balance that allow us to enjoy the city we shape. To read more, visit here.

• Lead CN's customer insight strategy and champion a customer centric culture
• Lead the expansion and delivery of our Voice of Customer (VOC) program, using customer and performance data to generate insights that inform strategic decisions and drive service improvements
• Embed customer feedback into everyday practice and mature our VOC practice, ensuring our internal and external customers receive consistent, high-quality service experiences
• Lead a supportive and experienced team that values collaboration, innovation and continuous learning

• 35-hour working week with flexible/hybrid work arrangements/model as well as an optional 9-day fortnight
• 4 weeks of annual leave, 3 weeks of personal, plus 2 additional paid public holidays
• 17.5% annual leave loading yearly payment
• Paid parental leave for primary carers
• Industry leading employment conditions
• Corporate Fitness program from as little as $12.90 per fortnight
• Access to a range of exclusive CN employee benefits programs including Novated Lease options as well as access to reward and recognition vouchers
• Annual performance development plans and ongoing training and development opportunities
• Leading the CN Way leadership program
• Inclusion, Diversity & Equity (IDE) employee networks and initiatives
• Access to Health & Wellbeing programs including an Onsite Physiotherapist and Psychology, Yoga and Mental Health Ambassador Groups

Application Closing Date: Sunday 14 September 2025

Remuneration: $132,740.42 + 17.5% annual leave loading yearly payment + 12% Superannuation per annum for a 35-hour week

Contact: Deborah Moldrich - Executive Manager Customer & Transformation – 02 49742068

If you need any adjustments to be made to the recruitment process or if you would like to discuss any accessibility requirements, please contact recruit@ncc.nsw.gov.au for a confidential discussion.

You must have the right to live and work in Australia to apply for this job.

CN do not accept unsolicited resumes, and we respectfully ask that recruitment agencies do not contact us at this stage.

Location: Newcastle, NSW, Australia