Salary: $109,559.70 - $114,520.30

Job Type: Permanent - Full Time

Location: Sydney, NSW

Job Category: Service Improvement and Research

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 chance to grow and thrive.

We are committed to fostering an inclusive environment 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 and above Award pay
- 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

About the role and about you We're looking for a proactive and organised Service Improvement Specialist to join our Customer Voice team. This is an exciting opportunity to contribute to projects and initiatives that improve services, strengthen customer experiences and drive better outcomes across the organisation. Working closely with frontline teams and stakeholders, you'll help identify opportunities, coordinate improvement initiatives and ensure great ideas are translated into meaningful change. Reporting to the Senior Service Improvement Manager, you will support the delivery of service improvement initiatives and projects across SGCH. You'll coordinate requests, maintain project governance processes, analyse data and insights, and work collaboratively with teams across the business to improve services and customer outcomes.

To succeed in this role, you will be a highly organised and action-oriented person, curious problem solver and collaborative relatonship builder. If you're passionate about improving services, solving problems and making a meaningful difference, we'd love to hear from you.

This is a permanent role, based at our XXX office and requires travel to other SGCH office locations as required.

Duties

- Coordinating service improvement projects, including project plans, milestones, risks, actions and stakeholder communications.
- Supporting the intake, assessment and prioritisation of service improvement requests from across the organisation.
- Analysing customer, operational and performance data to identify trends and opportunities for improvement.




- Maintaining project management systems and producing accurate reporting and insights.
- Supporting service reviews, process redesign and customer-centred improvement initiatives.
- Coordinating Communities of Practice, training resources and implementation activities to embed consistent ways of working.
- Contributing to a culture of innovation, continuous improvement and customer focus

How To Apply If this sounds like you, please click ‘Apply’, upload your CV and answer the application questions by 9am Friday 30 October 2026. The recruitment process may include interviews and relevant skills or behavioural assessments with selection based on demonstrated merit against the roles criteria. Appointment is subject to standard pre-employment checks, such as working rights, employment references from previous managers, a National Police Check, and a health assessment.

Please note we may establish a Talent Pool from this process.

If accessibility and adjustments are needed to apply for this role comfortably, just let us know. Your privacy and dignity are always respected. Please reach out to [email protected]

Essential Criteria

Desired Skills and Experience

- Tertiary qualifications in social/community housing, community services or a related field and/or equivalent experience in service improvement, project management, or a related discipline.
- Sound experience of successfully providing comprehensive proactive project management coordination in a project environment with often competing priorities and time critical deadlines
- Strong organisational, communication, interpersonal, project management, prioritising and planning skills and an ability to leverage office systems and productivity tools to manage information and produce user-friendly reports, briefings, and analysis.
- Ability to work with a business acumen and a social heart with self-motivation, compassion and resilience to manage competing priorities, deadlines and multiple stakeholders, to continuously improve, and deliver the best outcomes for the business and customers.

📌 Service Improvement Specialist (Sydney)
🏢 SGCH
📍 Sydney