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Director, Customer Experience


Sydney, New South Wales

Salary Grade Senior Executive Band 1. Total remuneration package $212, 549- $234,492 commensurate with skills and experience.

Job Status Ongoing, full-time (permanent) under the Government Sector Employment Act

Property Advisory Group is seeking an experienced senior executive with a customer service background to lead a talented team focused on delivering improved customer experiences for Valuation Services clients and stakeholders. Liaising with senior stakeholders across State and Local Government, you and your team will find ways to enhance performance and develop improved customer service through improving communication and information sharing. You will be co-ordinating closely with the Valuation Services team around essential services to support the delivery of 2.5 million valuations per annum to all landholders in NSW. You will demonstrate strong commitment to the priorities of the Valuer General, focusing on transparency, fairness and customer service.

This role is responsible for leading the delivery of customer service within Valuation Services, including the management of the specialist Customer Service Centre. Your responsibilities extend to embedding a culture of “customer first” across the whole of Valuation Services. You will be responsible and accountable for the objection and dispute resolution processes within Valuation Services. This involves directly addressing enquiries and formal objections to land values from NSW landholders situated across the State.

As a team leader, you will establish and agree staff performance and development plans for your team and monitor ongoing capability development and workforce planning. Critically, you will implement a culture of quality customer service across a geographically dispersed group, helping staff to improve their understanding of customer focussed strategies and implementing customer service improvements.

To be successful in this role you will have demonstrable experience in delivering customer service excellence and be familiar with the requirements of managing a sizeable customer service team. You will be strategic in your approach, with the ability to engage, understand and respond to operational level issues. You will be passionate about customer service and committed to leading by example and living the values of the Property and Advisory Group.

As a senior leader of the customer service function, you will review services and make recommendations on how to deliver a wide range of improvements, which may involve employing technology in different ways to support information sharing and customer interaction. You will be required to identify efficiencies and ways to streamline services, whilst aiming to exceed service measures and customer expectations.

Location Sydney Region-Sydney City
Work Type Full-time
Number of Positions 1
Total Remuneration Package: Senior Executive Band 1. Total remuneration package $212, 549- $234,492 commensurate with skills and experience.
Closing Date 06-Nov-2017
Job Category Senior Executive
Organisation Department of Finance, Services & Innovation
Tags: Government jobs,Director, Customer Experience,NSW DFSI


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