Director Customer Service and Operations - Value NSW
Join to apply for the Director Customer Service and Operations - Value NSW role at NSW Department of Planning, Housing and Infrastructure
Director Customer Service and Operations - Value NSW
Join to apply for the Director Customer Service and Operations - Value NSW role at NSW Department of Planning, Housing and Infrastructure
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* Lead a high-impact team transforming customer service for millions—where 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. You'll 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. It's a hands-on leadership role where you'll 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. You'll need to juggle competing priorities, navigate sensitive issues, and keep a strategic lens on both customer needs and legislative obligations—all 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 you're 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 shouldn't be comprised just because someone may not be getting the answer they wanted to hear
* doesn't 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 State's 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:
* 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
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 (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 check out our Aboriginal guide to applying for a role.
Seniority level
* Seniority level
Director
Employment type
* Employment type
Full-time
Job function
* Job function
Customer Service
* Industries
Government Administration and Telephone Call Centers
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