Customer Service Manager

**Ongoing full-time opportunity**:

- **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 tooand 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

**Join us**:

- 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._

**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.