What We Do

At SGCH, we believe everyone belongs. This is why our purpose, ‘to create belonging’ drives our commitment to build a team where diversity, inclusion and connection are at the heart of what we do.

Job Type: Permanent - Full Time

Location: Liverpool, NSW

Job Category: Customer Care

What We Do

At SGCH, we believe everyone belongs. This is why our purpose, ‘to create belonging’ drives our commitment to build a team where diversity, inclusion and connection are at the heart of what we do.

As a leading not‑for‑profit community housing provider supporting over 12,000 customers across 7,000 homes in NSW and VIC, we continue to invest in our people, our homes, and our communities. Guided by our values – We Care, We Create, We Connect – we’ve built an inclusive workplace by caring for one another, creating and sharing new ideas, and connecting authentically every day, where everyone has the opportunity to grow and thrive.

We are committed to fostering an inclusive workplace and building a team that reflects the diversity of the communities we connect with. We welcome applicants from all backgrounds, including Aboriginal and Torres Strait Islander peoples, people with disability, culturally and linguistically diverse communities, LGBTQIA+ individuals, and people of all ages and life experiences. If this role excites you but you’re not sure you tick every box, we still encourage you to apply. Your passion and potential matter.

Join us in creating sustainable, connected communities where everyone feels a sense of belonging and are empowered to thrive.

What We Offer

- Competitive package – 35‑hour work week with competitive, above Award pay and 17% annual leave loading
- NFP salary packaging – Up to $15,900 tax‑free, plus $2,500 for meals, entertainment and accommodation, and Novated leasing providing both convenience and savings




- High‑growth environment – Real opportunities to grow your career with a focus on internal promotions, inhouse learning and development and study assistance support
- Health and wellbeing benefits - Corporate discounts with Flare for everyday savings, Reward and Recognition program, access to a free 24/7 Employee Assistance Program (EAP) for you and your family
- Paid Parental Leave – 12 weeks paid parental leave and 3 days bonus annual leave
- Agile and innovative work practices – Hybrid work arrangements including work from home options, and modern, well‑located offices close to public transport

Job Description

About the role and about you

We are seeking a purpose‑driven Head of Customer Voice to lead the strategic direction of customer experience, complaints, support coordination, community connections and placemaking across our organisation. Reporting to the Director Customers, Shared Services, you will provide enterprise‑wide leadership to ensure customer and community insights shape decision‑making, service delivery and continuous improvement initiatives across SGCH.

To succeed in this role, you will be a strategic and influential leader with extensive experience leading customer‑focused functions within complex, regulated service environments.

This is a permanent full‑time role, with hybrid work arrangements availiable and regular travel to all SGCH office locations.

Duties

- Lead SGCH's customer experience strategy, ensuring customer and community voices inform service design,



decision‑making and continuous improvement initiatives.
- Provide leadership across customer experience, complaints, support coordination, community connections and employment opportunities teams
- Drive service excellence by leveraging customer feedback, complaints, survey and performance data to identify trends, risks and opportunities for improvement.
- Build and maintain strong partnerships with internal stakeholders, community organisations, government agencies and service providers to enhance customer and community outcomes.
- Lead high‑performing multidisciplinary teams, fostering a culture of accountability, collaboration, inclusion and continuous improvement aligned to SGCH's values.

Essential Criteria

Desired Skills and Experience

- Tertiary qualifications in customer experience, social sciences, community services, business or a related discipline, or equivalent senior leadership experience. Hold a cur-rent NSW Full Drivers Licence and willingness to travel across SGCH locations.
- Extensive experience leading multidisciplinary teams across customer experience, support coordination, placemaking, customer feedback, complaints and service improvement functions within community housing, government or other regulated service environments, with accountability for organisational performance, customer outcomes and community impact.
- Proven success leading leaders and high‑performing teams, driving strategic change, capability uplift, continuous improvement and a culture of service excellence.
- Exceptional strategic, analytical, communication and stakeholder management skills, with the ability to translate complex customer insights and data into clear recommendations, influence senior decision‑makers and drive organisation‑wide improvement initiatives.

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📌 Head of Customer Voice (Liverpool)
🏢 SGCH
📍 Liverpool