Together we shape thriving communities, public spaces, places and economies.

• Lead role in stakeholder and customer experience management
• Temporary role to 31 May 2026
• Office location – Negotiable Parramatta, Coffs Harbour, Newcastle, Bathurst, Queanbeyan, Wollongong, Murwillumbah, Orange.
• Salary relative to experience, and ranges from $125,693 to $138,510 + super

Perks of working for VNSW: 

• It’s great: We work hard, but we play hard too… and enjoy a laugh
• It’s digital: You’ll have access to modern devices and tools -  with a modernised valuation platform known as Val IQ
• It’s rewarding: With huge operational and strategic delivery pieces that underpin core government functions and services there’ll never be a dull day
• It’s flexible: We’re hybrid and split between the office, on the road and home. You’ll have access to generous leave options

Value NSW are currently seeking to appoint a Customer Relationship Manager, within our Customer Service team responsible for responding to high volumes of calls and delivering effective, efficient and quality customer outcomes.

As the Customer Relationship Manager, you will be the lead for all end-to-end customer journey analysis, stakeholder management as well as communications and engagement management plans, programs and initiatives to align with VNSW’s customer experience and service vision and strategies.

About You

To be successful in the role, you will demonstrate the ability to initiate and enhance operational collaboration with our business partners to drive ongoing improvement. You will have experience in developing and executing customer engagement plans and can offer strategic counsel to Executives regarding customer satisfaction and experience.

You will have experience in developing and analysing customer processes, procedures and relevant documentation to ensure quality assurance measures result in the delivery of high standard of customer service. You will lead the coordination of complaint handling and customer service training, updates to external communications, correspondence and education material. You will coordinate customer satisfaction surveys, analysis & reporting, using those insights to develop customer experience and business improvement strategies.

For more information read the full Role Description: 

About Us

The Department of Planning, Housing and Infrastructure (DPHI) are building the future of NSW through delivering diverse planning, housing solutions and infrastructure across the state. We strive to be a high-performing, world-class public service organisation that celebrates and reflects the full diversity of the community we serve and seeks to embed Aboriginal cultural awareness and knowledge throughout the department. 

In our inclusive and accessible workplace, differences are embraced, contributions are valued, and everyone has a sense of connection and belonging. DPHI supports various employee affinity groups, practice flexible working, offer job share and workplace adjustments.

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 at 10am on Thursday, 8 May 2025.

Interviews will be held Thursday, 14 May 2025.

Should you require further information about the role please contact Elise Abraham elise.abraham@dpie.nsw.gov.au or on 0451 001 047.

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.

Please note to be eligible to apply for this position you must be an Australian or New Zealand citizen or permanent resident, or hold a valid Australian working Visa for the duration of the appointment

About Us  

The Valuer General is an independent statutory officer, appointed by the Governor of New South Wales to oversee the State's land valuation system.  

Value NSW (VNSW), part of the Department of Planning, Housing and Infrastructure, delivers the valuation system for rating and taxing as well as compulsory acquisition compensation purposes via delegation of the Valuer General of NSW. This includes but is not limited to:

• Making more than 2.7 million residential, rural, commercial and industrial valuations annually, with a total value of approximately $3 trillion as well as managing compulsory acquisition determinations in situations where government cannot reach agreement, totalling over $1 billion per annum
• Delivering customer services and experience for 2.7 million landholders per annum – receiving up to 50,000 calls and many more enquiries
• Monitoring, 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.

In addition, VNSW provides other specialised valuation activities, services and determinations for other cluster or statewide government partners – including being responsible for the delivery of all valuations for government property transactions as defined by the Government Property Framework and Treasurer’s Directions as well as more than $84 billion in government asset valuations for financial accounting purposes.

We are an inclusive and accessible workplace, where your individual contributions are valued, and where everyone is encouraged to feel a sense of connection and belonging. DPHI supports various employee affinity groups, practices flexible working, offers job share and workplace adjustments.

 We encourage and support applications from people with disability. Please reach out to us to discuss any accommodations or adjustments that 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 talent.acquisition@dpie.nsw.gov.au or (02) 63637676​ - 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 use our Aboriginal applicants guide to assist with applying for roles or contact our Aboriginal Career pathways team for a yarn.