Salary: $96,236.36 - $103,544.30

Job Type: Permanent - Full Time

Location: Sydney, NSW

Job Category: Community Engagement and Development,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 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 workplace – 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 are looking for a Community Improvement Coordinator to join our Customer Division and play a key role in identifying and driving improvements across communities that require targeted support and intervention. Reporting to the Connecting Communities Lead, you will analyse customer feedback, complaints, community intelligence and operational insights to identify emerging issues and coordinate practical improvement initiatives. Working collaboratively with frontline teams, community partners and internal stakeholders, you'll help turn customer voice into meaningful action that improves community outcomes and customer experiences. To succeed in this role, you will have strong analytical thinking and problem-solving skills, excellent stakeholder engagement and communication skills and a passion for improving community outcomes and customer experiences.

This is a permanent role, requires travel to all SGCH office locations and portfolios as required.

Duties

- Analyse customer feedback, complaints, community intelligence and risk information to identify trends and priority areas.
- Coordinate place-based community improvement initiatives and targeted intervention plans.
- Monitor progress, outcomes and risks, providing recommendations and updates to stakeholders.




- Support service and quality improvement activities across the organisation.
- Prepare reports, briefs and records that demonstrate how customer feedback drives action and outcomes.
- Collaborate with teams across SGCH and external partners to deliver customer-centred solutions.
- Contribute to a culture of continuous improvement, innovation and safety.

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

- Demonstrated experience applying specialised knowledge to coordinate customer, community or service improvement initiatives in a community services, housing, government or not-for-profit environment, including the ability to work with limited supervision within established policies and procedures.
- Demonstrated ability to interpret varied customer feedback, complaints insights and operational information, identify patterns and risks, and develop practical recommendations using established methods and organisational procedures.
- Strong coordination, verbal and written communication and stakeholder engagement skills, including the ability to track actions, monitor outcomes and provide clear updates.
- Current Full NSW Driver’s Licence and willingness to travel across SGCH offices, customer communities and partner locations as required.

📌 Community Improvement Coordinator (Sydney)
🏢 SGCH
📍 Sydney