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Senior Manager, Customer Voice

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Organisation : NSW Trustee & Guardian

Location : Sydney (Sydney CBD. Flexible working options available.)

Work type : Full-time

Sector : Community Engagement, Government

Salary type : Annual Package

Salary : Clerk Grade 11/12. Base salary $131,094 pa to $151,609 pa plus superannuation and annual leave loading.

About the organisation

Organisation Name : NSW Trustee & Guardian

At NSW Trustee & Guardian, we protect, promote and support the rights, dignity, choices and wishes of our customers.

Whether we are writing a Will, acting as an executor, attorney, trustee, guardian, or financial manager, we are here for critical moments in our customers’ lives. Join our dedicated NSW Government agency and make a difference in the lives of over 47,000 people each year.

About the role

We have a new and exciting leadership role within the Customer Experience division. As the Senior Manager, you would be responsible for the strategic and operational aspects of customer advocacy, customer contact and customer experience improvement initiatives.

We are looking for an experienced, highly collaborative, and proactive leader to join the Customer Voice team and make a difference to our customers.


  • Ongoing vacancy 35 hours per week.
  • Location: Sydney CBD. Flexible working options available.
  • Clerk Grade 11/12. Base salary $131,094 pa to $151,609 pa plus superannuation and annual leave loading.


About the team

The Customer Experience division provides a wide range of specialist support across NSW Trustee & Guardian divisions including customer advocacy support, service design, business development, marketing, brand, communications, and media services.


About the role

The Senior Manager ,Customer Voice is responsible for developing and implementing strategies and projects that improve and enhance the customer journey. The role leads a team to deliver effective end-to-end process improvements that support Customer Plan goals and embed our award winning Customer Excellence Principles.

This is an exciting opportunity where you will work collaboratively with Senior Managers across the organisation to identify enhancements to manage work programs, develop and manage staff resources and ensure the best-practice customer principles are implemented and used.


For more information about the position, view the role description


About you

We are looking for a customer-centric individual with a drive to succeed. As an ideal candidate for this role, you will possess the following skills and attributes:

  • Have extensive strategic & operational experience in a leadership role in large, complex customer focused organisations
  • Possess strong communication and negotiation skills and able  to confidently collaborate with a diverse range of customers, colleagues, and senior management,
  • Have a positive “can-do” attitude and are a proactive leader that enjoys successfully delivering on large, complex objectives in anevolving environment,
  • Have proven experience in building strong relationships at all levels
  • Have extensive knowledge and experience working in industries such as the human services sector, professional and or community focussed areas across a diverse range of customer groups.
  • Are a strategic thinker who takes ownership of initiatives, motivates and provides clear strategic direction to their team
  • Are passionate about driving best practice and optimal outcomes for customers and the organisation


Sound like you? Apply now!


Essential requirements  

  • Tertiary qualifications and/or equivalent knowledge, skills and experience in a relevant discipline or industry such as the services sector, professional and or community focussed areas across a diverse range of customer groups. 
  • Up to date COVID-19 vaccination status and able to provide acceptable proof.


Our commitment to diversity

Our workplace reflects the diverse community we serve. We encourage applications from all backgrounds, experiences and abilities. This includes women, people with disability, Aboriginal and Torres Strait Islanders, the LGBTI community and people from culturally diverse backgrounds.


What we offer

NSW Trustee & Guardian offers interesting, challenging and rewarding work that has real purpose. Other benefits of joining us include:


  • work-life balance with flexible work options including flex leave
  • leave options including 14 weeks parental or adoption leave
  • career development
  • fitness passport


Be part of something bigger. For more about joining us, visit the Careers page on our website.


How to apply

Applications not allowed for this job listing.


Please quote in application: Senior Manager, Customer Voice via Pro Bono Australia.

Profession: #Community_Services, #Customer_Service, #Management
Sector: #Community_Engagement, #Government


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