Voice of Customer Manager

City of Newcastle (CN) is looking for a passionate and purpose driven Voice of Customer Manager to help us champion a customer centric culture that puts people and community first.

This role is about more than just metrics. It is about making a meaningful impact by ensuring our services reflect the needs and experiences of those we serve. Being part of a Local Government organisation isnt for maximising profits or satisfying shareholders we are here to show up for our community. At CN we do this with empathy integrity and care.

In this role you will lead the expansion and delivery of our Voice of Customer (VOC) program using customer and performance data to generate insights that inform strategic decisions and drive service improvements. You will work closely with teams across the organisation to embed customer feedback into everyday practice and mature our VOC practice ensuring our internal and external customers receive consistent high-quality service experiences.

You will lead a supportive and experienced team that values collaboration innovation and continuous learning. And well be there for you in important times in your life. We embrace flexible work arrangements to find a balance that allows us to enjoy the city we shape.

Through your work youll have a behind the scenes pass to Newcastles evolution as you shape our future as a liveable inclusive city. If you are someone who believes in the power of listening values evidence based decision making and wants to help shape services that truly benefit the community this could be an incredible career move.

As a member of our team you wont just work for the city; youll co-create it.

Find out more about your new career by viewing the position description here .

Life at City of Newcastle (CN)

Youll get to experience your work up close alongside the brilliant minds of your colleagues who care for one another and the region.

Youll chip away at ambitious plans with a talented passionate crew alongside you shaping the very fabric of our community. Showing up for neighbours not shareholders.

Every single day offers the chance to think big and act local. Planning and prioritising to achieve the most important outcomes with the community.

Youll add value in the moments that matter. From librarians to lifeguards in a range of iconic places we achieve a better Newcastle together.

Whether were planning to host major events providing essential services or supporting creative artists its what we do when the cameras arent rolling that matters most.

Our focus on inclusion and respecting culture will help you feel a deeper connection with others. Youll connect with internal communities that will help you to feel a sense of belonging and reflect the diversity of the growing region.

Youll do meaningful work and do it sustainably as you take ideas from plan to play in your own backyard.

With hundreds of different roles each person adds their uniqueness to our culture and plays their part as we head towards our 2040 vision.

With natural assets and a focus on the environment co-create a sustainable region with us.

Why join CN

At CN we value our employees and their wellbeing takes priority. We encourage employees to make time for whats important and provide the benefits to enable a work life balance that allow us to enjoy the city we shape. To read more visit here !

• 35-hour working week with flexible / hybrid work arrangements / model as well as an optional 9-day fortnight
• 4 weeks of annual leave 3 weeks of personal plus 2 additional paid public holidays
• 17.5% annual leave loading yearly payment
• Paid parental leave for primary carers
• Industry leading employment conditions
• Corporate Fitness program from as little as $12.90 per fortnight
• Access to a range of exclusive CN employee benefits programs including Novated Lease options as well as access to reward and recognition vouchers
• Annual performance development plans and ongoing training and development opportunities
• Leading the CN Way leadership program
• Inclusion Diversity & Equity (IDE) employee networks and initiatives
• Access to Health & Wellbeing programs including an Onsite Physiotherapist and PsychologyYoga and Mental Health Ambassador Groups

We champion inclusion so that everyone is valued and we encourage innovation and creativity. We are committed to creating a safe and inclusive workplace where different styles backgrounds experiences and perspectives are valued encouraged and respected.

People with diverse lived experiences (including but not limited to Aboriginal and Torres Strait Islander Australians people with diverse gender identities and sexualities people from different cultural racial ethnic religious and linguistic backgrounds people with disability carers and veterans) are encouraged to apply.

Dont just work for the city co-create it. Join and expand your career at the City of Newcastle.

Application Closing Date : Sunday 14 September 2025

Remuneration : $132740.42 17.5% annual leave loading yearly payment 12% Superannuation per annum for a 35-hour week

Contact : Deborah Moldrich - Executive Manager Customer & Transformation 02

If you need any adjustments to be made to the recruitment process or if you would like to discuss any accessibility requirements please contact for a confidential discussion.

You must have the right to live and work in Australia to apply for this job.

CN do not accept unsolicited resumes and we respectfully ask that recruitment agencies do not contact us at this stage.

Required Experience :

Manager

Key Skills

EIGRP,VOIP,VMware,Avaya,BGP,LAN,OSPF,QoS,Project Planning,Scripting,Unity,Troubleshooting

Employment Type : Full-Time

Experience : years

Vacancy : 1