Director Customer Service and Operations - Value NSW
Director Customer Service and Operations - Value NSW
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Job Description
- Lead a high-impact team transforming customer service for millionswhere your leadership drives smarter faster better outcomes every day.
- Permanent full-time role available with a flexible/hybrid working model
- Location negotiable across NSW with main offices in Newcastle Parramatta Coffs Harbour Queanbeyan Wollongong Orange and Bathurst
- TRP from $218k to $243k including superannuation commensurate with experience
Value NSW (VNSW) is a delivery focused organisation dedicated to providing excellence in economic property and valuation services and advice to Government and the Valuer General. We are currently seeking an experienced customer service professional to join our leadership team as the Director Customer Service and Operations.
As the Director Customer Service and Operations you will be leading the charge in delivering high-quality customer service across Value NSW. Youll be steering teams that handle everything from call centre operations to valuation responses and public education making sure services meet legislative standards and genuinely improve the customer experience. Its a hands-on leadership role where youll drive innovation streamline processes and guide strategic improvements to continuously improve our interactions with every landholder across NSW.
The challenge lies in balancing high-volume service delivery with limited resources while shifting the culture toward customer-centricity in a traditionally technical space. Youll need to juggle competing priorities navigate sensitive issues and keep a strategic lens on both customer needs and legislative obligationsall while inspiring your team to deliver consistent reliable and responsive service.
For more information read the full Role Description: Director Customer Service and Operations
About You
If youre someone who:
- thrives in fast-paced high-volume environment
- is a lead from the front kind of person happy to jump into the trenches when its all hands on deck
- passionate about customer service excellence and knows it shouldnt be comprised just because someone may not be getting the answer they wanted to hear
- doesnt shy away from decision making and is comfortable making tough calls
- is confident navigating legislation
- has routinely made great teams even greater; with continuous improvement a must
then this is the role for you.
Essential Requirements
- Tertiary qualifications in Law Commerce Property Communications or Business and equivalent level of knowledge and experience with a strong customer orientated mindset; proven experience in managing and effectively delivering high volume customer services in a highly complex work area.
- Current driver licence and willingness to travel.
About Us
The Valuer General is an independent statutory officer appointed by the Governor of New South Wales to oversee the States land valuation system.
Value NSW provides services to supports and where appropriately delegated delivers relevant functions on behalf of the Valuer General of NSW. This includes:
- Defining and setting the standards and policies for the land valuation system for rating and taxing purposes along with the determination of compensation through the compulsory acquisition process to ensure integrity within the NSW Government is upheld.
- Monitoring quality assurance and governance pertaining to the quality of the valuations undertaken relevant to both the Valuation of Land Act 1916 and the Land Acquisition (Just Terms Compensation) Act 1991.
- Providing other specialised valuation activities services and determinations as/when required for other cluster or statewide government partners; and
- Providing professional leadership and stewardship to the valuation industry.
Perks of Working for VNSW:
- Its great: We work hard but we play hard too and enjoy a laugh
- Its digital: Youll have access to modern devices and tools - with a modernised valuation platform known as Val IQ
- Its rewarding: With huge operational and strategic delivery pieces that underpin core government functions and services therell never be a dull day
- Its flexible: Were hybrid and split between the office on the road and home. Youll have access to generous leave options
To Apply
If excited by the information above we look forward to receiving your application including a copy of your resume and cover letter expressing your interest and suitability for the role.
Applications close on Sunday 24 August 2025 at 11:55pm.
Should you require further information about the role please contact Matthew Dwyer Talent Acquisition Partner via email at
A recruitment pool may be created for ongoing and temporary opportunities of the same role or role type that may become available over the next 18 months.
Looking for more information or assistance in applying
We encourage and support applications from people with disability. Please reach out to us to discuss any accommodations or adjustmentsthat may be needed during the recruitment process ensuring that you have every opportunity to showcase your talent skills and potential. Contact the Talent Team via or (02) - HR Support option 3 DPHI People Advisory option 1 and reference Request an Adjustment - Job Title and Reference Number.
If you are an Aboriginal or Torres Strait Islander check out our Aboriginal guide to applying for a role.
Required Experience:
Director
Employment Type
Full-Time
