St George Community Housing – Liverpool NSW

At SGCH, we believe everyone belongs.This is why our purpose,‘to create belonging’drives our commitment tobuild a team wherediversity, inclusion andconnectionare at theheartof what we do.

As a leadingnot-for-profitcommunity housing provider supporting over 12,000 customers across 7,000 homes in NSW and VIC, wecontinue toinvestin our people, our homes, and our communities. Guided by ourvalues–We Care, We Create, We Connect –we’vebuilt an inclusiveworkplaceby caring for one another,creatingand sharingnew ideas, and connecting authenticallyevery day,whereeveryonehas the opportunity togrow and thrive.

We are committed tofostering an inclusive workplace andbuilding a team that reflects the diversity of the communities weconnect 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 butyou’renot sure you tick every box, we still encourage you to apply.Your passion and potential matter.

Join us in creating sustainable, connected communities whereeveryone feelsa sense of belonging andareempowered to thrive.

Whatweoffer

- Competitivepackage–35-hour work weekwith competitive, above Award payand 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–Realopportunities to grow your careerwithafocus oninternal promotions,inhouse learning and developmentandstudyassistancesupport

Health and wellbeingbenefits-Corporate discounts with Flarefor everyday savings,



Reward and Recognition program,access to a free 24/7Employee Assistance Program(EAP)for you and your family

Paid Parental Leave–12 weeks paid parental leaveand3 daysbonusannualleave

Agile and innovative work practices–Hybrid work arrangements including work from home options, and modern,well-locatedoffices close to public transport

About the roleand 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 apermanent full-time role, with hybrid work arrangements availiable and regular travel to all SGCHoffice 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.

The recruitment process may include interviews and relevant skills or behavioural assessmentswithselectionbased ondemonstratedmerit against the roles criteria. Appointment is subject to standard pre-employment checks, such asworking rights, employmentreferencesfrompreviousmanagers, a National Police Check, and a health assessment.

- 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)
🏢 St George Community Housing
📍 Liverpool