Senior Manager Customer Experience and Operations

• 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 $149,739 - $173,174

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 Senior Manager Customer Experience and Service leads and manages the delivery of a broad range of day-to-day operational requirements to provide diverse and integrated services to the customers of NSW. This role contributes to the development and implementation of strategic initiatives to improve customer experience across VNSW.

You will lead and coach the Customer Services team, manage operational engagement with Service NSW, and drive continuous improvement in service delivery strategies. You'll provide strategic advice, lead investigations into customer dissatisfaction, and champion a customer-centric culture across VNSW.

For more information read the full role description – Senior Manager Customer Experience and Service

What you will bring to the role

• Strong leadership and coaching experience in high-volume customer service environments
• Proven ability to develop and implement customer experience strategies and service delivery initiatives
• Experience in stakeholder engagement and managing customer satisfaction measures
• Ability to lead research programs and drive continuous improvement in customer service

Join us

Apply online with your resume and cover letter. Applications close 24 August 2025 at 11:55PM.

Contact Emily Clarke on for further details.

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 or 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.