Service Improvement Specialist

St George Community Housing; Sydney; Híbrido; AUD 100.000 - 130.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

35-hour work week

Salary packaging benefits

Hybrid work arrangements

Employee wellbeing programs

Descripción de la vacante

St George Community Housing in Sydney CBD, NSW, is seeking a proactive Service Improvement Specialist to join the Customer Voice team. You will coordinate service improvement initiatives, analyse data, and partner with frontline teams to translate ideas into measurable changes across SGCH.

The role offers hybrid work arrangements and opportunities for internal development within a values-driven, inclusive not-for-profit organisation committed to belonging and community wellbeing.

Formación

• Tertiary qualifications in social/community housing, community services or related field.
• Equivalent experience in service improvement, project management or related discipline.
• Strong project management coordination experience in fast-paced environments.
• Excellent organisational, communication and planning skills.

Responsabilidades

• Coordinating service improvement projects, including project plans, milestones, risks, actions and stakeholder communications.
• Supporting intake, assessment and prioritisation of service improvement requests.
• Analysing customer, operational and performance data to identify trends and opportunities for improvement.
• Maintaining project management systems and producing accurate reporting and insights.
• Supporting service reviews, process redesign and customer-centred improvement initiatives.
• Coordinating Communities of Practice, training resources and implementation activities.
• Contributing to a culture of innovation, continuous improvement and customer focus.

Conocimientos

Project management coordination

Organisational skills

Communication skills

Interpersonal skills

Planning

Educación

Social/community housing degree or related field

Descripción del empleo

St George Community Housing – Sydney CBD NSW

At SGCH, we believe everyone belongs.This is why our purpose,‘to create belonging’drives our commitment tobuild a team wherediversity, inclusion andconnectionare at theheartof what we do.

As a leadingnot-for-profitcommunity housing provider supporting over 12,000 customers across 7,000 homes in NSW and VIC, wecontinue toinvestin our people, our homes, and our communities. Guided by ourvalues–We Care, We Create, We Connect –we’vebuilt an inclusiveworkplaceby caring for one another,creatingand sharingnew ideas, and connecting authenticallyevery day,whereeveryonehas the opportunity togrow and thrive.

We are committed tofostering an inclusive environment andbuilding a team that reflects the diversity of the communities weconnect with. We welcome applicants from all backgrounds, including Aboriginal and Torres Strait Islander peoples, people with disability, culturally and linguistically diverse communities, LGBTQIA+ individuals, and people of all ages and life experiences.If this role excites you butyou’renot sure you tick every box, we still encourage you to apply.Your passion and potential matter.

Join us in creating sustainable, connected communities whereeveryone feelsa sense of belonging andareempowered to thrive.

Whatweoffer

• Competitivepackage–35-hour work weekwith competitive and above Award pay

NFP salary packaging–Up to $15,900 tax-free, plus $2,500 for meals, entertainment and accommodation, and Novated leasing providing both convenience and savings

High-growth environment–Realopportunities to grow your careerwithafocus oninternal promotions,inhouse learning and developmentandstudyassistancesupport

Health and wellbeingbenefits-Corporate discounts with Flarefor everyday savings, Reward and Recognition program,access to a free 24/7Employee Assistance Program(EAP)for you and your family

Paid Parental Leave–12 weeks paid parental leaveand3 daysbonusannualleave

Agile and innovative work practices–Hybrid work arrangements including work from home options, and modern,well-locatedoffices close to public transport

About the roleand about you

We're looking for a proactive and organised Service Improvement Specialist to join our Customer Voice team. This is an exciting opportunity to contribute to projects and initiatives that improve services, strengthen customer experiences and drive better outcomes across the organisation. Working closely with frontline teams and stakeholders, you'll help identify opportunities, coordinate improvement initiatives and ensure great ideas are translated into meaningful change.Reporting to the Senior Service Improvement Manager, you will support the delivery of service improvement initiatives and projects across SGCH. You'll coordinate requests, maintain project governance processes, analyse data and insights, and work collaboratively with teams across the business to improve services and customer outcomes.

To succeed in this role, you will be a highly organised and action-oriented person, curious problem solver and collaborative relatonship builder.If you're passionate about improving services, solving problems and making a meaningful difference, we'd love to hear from you.

This is a permanentrole, based at ourXXXoffice and requires travel to other SGCH office locationsasrequired.

Duties

Coordinating service improvement projects, including project plans, milestones, risks, actions and stakeholder communications.

Supporting the intake, assessment and prioritisation of service improvement requests from across the organisation.

Analysing customer, operational and performance data to identify trends and opportunities for improvement.

Maintaining project management systems and producing accurate reporting and insights.

Supporting service reviews, process redesign and customer-centred improvement initiatives.

Coordinating Communities of Practice, training resources and implementation activities to embed consistent ways of working.

Contributing to a culture of innovation, continuous improvement and customer focus

The recruitment process may include interviews and relevant skills or behavioural assessments with selection based on demonstrated merit against the roles criteria. Appointment is subject to standard pre-employment checks, such as working rights, employment references from previous managers, a National Police Check, and a health assessment.

If accessibility and adjustments are needed to apply for this role comfortably, just let us know. Your privacy and dignity are always respected. Please reach out to****@sgch.com.au

• Tertiary qualifications in social/community housing, community services or a related field and/or equivalent experience in service improvement, project management, or a related discipline.

Sound experience of successfully providing comprehensive proactive project management coordination in a project environment with often competing priorities and time critical deadlines

Strong organisational, communication, interpersonal, project management, prioritising and planning skills and an ability to leverage office systems and productivity tools to manage information and produce user-friendly reports, briefings, and analysis.

Ability to work with a business acumen and a social heart with self-motivation, compassion and resilience to manage competing priorities, deadlines and multiple stakeholders, to continuously improve, and deliver the best outcomes for the business and customers.