Customer Excellence & Projects Section Manager

City of Newcastle; Newcastle; Hybrid; AUD 134,000 - 164,000; Full time

Benefits offered by this job

35-hour work week

Annual leave

Flexible/hybrid work

Superannuation 12%

Health & Wellbeing programs

Job summary

City of Newcastle is seeking an experienced leader to head the Customer Excellence & Projects section within the Planning & Environment Directorate. You will drive customer-focused service improvements, oversee business transformation initiatives and manage teams delivering system enhancements to support operations and the community.

You'll lead change management, provide strategic advice to the leadership team, and foster strong stakeholder relationships while championing continuous improvement

Job description

Customer Excellence & Projects Section Manager

Through your work, you’ll have a behind the scenes pass to Newcastle's evolution as you shape our future as a liveable, inclusive city.

The City of Newcastle has an exciting opportunity for an experienced people leader with a passion for customer excellence, process and system design to join our Business Operations & Customer Excellence team.

As the Customer Excellence & Projects Section Manager you will play a critical role in leading customer excellence, business improvement and project delivery functions within the Planning & Environment Directorate.

This position is responsible for driving customer-focused service improvements, leading the delivery of strategic business transformation initiatives and projects, and overseeing teams that enhance business processes, land information services, data analysis and reporting and system efficiency outcomes.

You will provide leadership and expertise in the development and optimisation of TechnologyOne and associated business systems. This includes ensuring systems are fit for purpose, resolving complex system issues and aligning system design with operational requirements and customer experience objectives.

The role also provides strategic advice and support to the Planning & Environment leadership team. With a strong focus on continuous improvement, staff development and positive stakeholder relationships, you will lead the Customer Excellence & Projects team in developing and implementing change management strategies that support the successful adoption of process, service and system improvements aligned with CN's CX Strategy and Community Strategic Plan.

Life at City of Newcastle (CN)

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

You’ll 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.

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

Whether we’re planning to host major events, providing essential services or supporting creative artists, it’s what we do when the cameras aren't rolling that matters most.

And we’ll 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.

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

You’ll 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.

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

35-working week with flexible/hybrid work arrangements/model

4 weeks of annual leave, 3 weeks of personal leave 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 $18.00 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 Psychology, Yoga 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.

Don’t just work for the city, co-create it. Join and expand your career at the City of Newcastle.

Application Closing Date: Thursday 19 November 2026

Remuneration:$148,684.13+ 17.5% annual leave loading yearly payment + 12% Superannuation per annum for a 35 hour week

Contact:Sherelle Charge - Executive Manager Business Operations & Customer Excellence - 02 4974 2***

If you need any adjustments to be made to the recruitment process or if you would like to discuss any accessibility requirements, please contact *******@ncc.nsw.gov.au 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.