* Permanent / Full Time
* Salary: $113,248 - $135,701 gross p.a. plus 12% Super
* 35 hours per week (Monday to Friday) with the option of flexitime
* Located at Nowra Administration Building
* Applications close: Monday, 12 January 2026 (at midnight)
* Shortlisted applicants will be interviewed on Monday, 19 January 2026
About the Role
Are you passionate about creating exceptional customer experiences that truly make a difference? This is your opportunity to shape how our community connects with Council.
As Customer Experience Lead, you'll be at the forefront of driving innovation and excellence across every customer interaction. Your mission? To champion a customer-first culture, by inspiring teams, and designing seamless customer journeys across Council services.
In this role, you will:
* Lead the Customer Experience team to ensure delivery of high quality and efficient customer service.
* Champion Council's omnichannel strategy, by reviewing and improving customer service touchpoints, to offer connected, consistent and seamless customer experience across all digital and physical touchpoints.
* Work across the organisation to build a customer service focused culture.
* Work in partnership with Service Managers across the organisation to develop, implement and evaluate the delivery of a continuous improvement program of customer service across all Council services.
If you are a strong people leader, with a background in leading organisational change and are passionate about delivering an excellent customer experience, this is your chance to make a lasting difference. Join us and help create experiences our customers love
Please refer to the Job Description under the Job Attachments for a comprehensive list of duties, responsibilities and skills required.
The advertised salary is based on the grade of the position, comprising of 4 steps within the range shown. The starting salary is at Step 1 within the grade. Progression through the salary steps shall be based upon the achievement of performance objectives relating to the position.
About You
To be successful in the position, you will have:
* Tertiary Qualifications relevant to management, business, systems or other relevant discipline and/or extensive relevant customer service experience
* Experience in a diverse customer service environment and management of a successful team
* Experience in the development of customer service policy, procedures, and processes
* Current Class C Driver's Licence
We are looking for a dynamic leader with a passion for delivering exceptional customer experiences. The ideal candidate will be strategic and collaborative, with strong skills in driving cultural change and improving customer journeys. They should have proven experience managing teams and budgets, ensuring compliance, and proactively identifying opportunities to enhance service delivery across the organisation.
How to Apply
To submit an application, click Apply and complete each Step of the application. You will be required to attach your resume (and cover letter if required) and respond to questions regarding general information about you.
In addition, you will be required to demonstrate how you satisfy the requirements of the position by answering the below questions relevant to the essential criteria as outlined in the job advertisement.
1. At Shoalhaven City Council our corporate core values are: Collaboration, Adaptability, Integrity and Respect. Please choose one value and advise how you have enacted this value in a professional setting
2. Please list your qualifications, certifications and licenses relevant to this position.
3. What makes you a great candidate for the Customer Experience Lead, and what excites you about the role?
Applicants who progress to pre-employment checks may be required to undergo a Qualification Check, Work Rights Verification, Reference Checks and Medical (Low Risk,). Employment is subject to satisfactory outcomes for all required checks.
For tips and more information on how to submit a great application, please visit how to apply on Councils website. If you require assistance submitting your application, please contact the Talent Acquisition Team on
Applications Close: Monday, 12 January 2026 (at midnight)
If you have any questions about this role, please contact Lauren Buckingham - Manager Customer & Community Services
Why Work with Us
The Shoalhaven area is a unique place of great natural beauty, offering an enviable lifestyle and positive work-life balance. Our workforce is our greatest asset, and we pride ourselves on our people. Our teams are talented and inclusive and work together to provide better outcomes for our community, who are at the heart of everything we do. With a diverse range of professions and roles, we offer many career options and pathways, actively promoting opportunities and encouraging staff professional development.
Benefits include:
* Generous leave entitlements
* Long Service Leave after 5 years
* Option of flexitime for indoor staff
* 9 day fortnight for outdoor staff
* Flexible and remote working arrangements
* Novated lease arrangements available
* Opportunities for professional development and training
* Corporate wellbeing programs, including Fitness Passport and Employee Assistance Program (EAP), discounted health insurance
**Conditions apply as per the Local Government State award, and Council policies
At Shoalhaven City Council, we are proud to foster a workplace that reflects the diverse community we serve.
We welcome applicants of all ages, abilities, and backgrounds, and encourage Aboriginal and Torres Strait Islander peoples, veterans, people with disability, culturally diverse individuals, and LGBTQIA+ community members to apply.
We are committed to ensuring a equitable recruitment processes. If you have a disability and require reasonable adjustments to fairly demonstrate your skills, please contact us. As a Child Safe Organisation, we are committed to upholding the rights of children and young people and ensuring a safe and respectful environment for all.