Manager Industry Engagement & Customer Experience

Manager Industry Engagement & Customer Experience

Based at our Newstead office, the Manager Industry Engagement Customer Experiencewill play a pivotal role in developing the industry engagement and customer experience strategy to build an inclusive and consultative rapport with our stakeholders and foster industry stakeholder participation and support of the NHVR.

Key responsibilities of this role are:

• Contribute to the overall development and maintenance of the NHVR’s reputation
• Identify stakeholder and customer experience issues and act appropriately to address issues and opportunities.
• Implement NHVR’s stakeholder engagement and customer experience strategies including informing, consulting and involving stakeholders in selected states.
• Lead and manage industry stakeholder engagement, customer experience and communication strategy development.
• Develop and ensure ongoing coordination of an industry stakeholder network, through the development of stakeholder engagement and communications frameworks aimed at fostering stakeholder participation and support of the NHVR.
• Identify and manage issues affecting the image and reputation of the NHVR, including monitoring the external environment for information relating to implications and risks of potential public opinion.

NHVR is currently undertaking growth and considerable transformation, and this is an exciting time to join the organisation.

To learn more, the position description can be found on the NHVR Careers site - https://careers.nhvr.gov.au/jobs/search

About You

As the ideal candidate you have a passion for strategy in conjunction with a solutions and customer service mindset. You will have exposure to dealing with complex stakeholder and customer service environments and managing a team to deliver high level deliverables.

We want to meet people who have:

• Relevant qualifications or a minimum of 6 years of experience in a similar industry or government agency
• Proven management skills which contribute to the achievement of organisational outcomes and foster and develop employee capabilities.
• Demonstrated ability to manage competing priorities and deliver quality outcomes in a complex reform environment within required timeframes and budgets.
• Demonstrated knowledge of, and experience in, quality customer service delivery and complaints management
• Demonstrated understanding of customer priorities in a transport and logistics regulatory environment
• Highly developed conceptual, analytical and problem-solving skills and the ability to apply sound judgement to decision making.
• Demonstrated ability to build and maintain credible and productive relationships within the organisation and across a diverse range of internal and external stakeholders.

The National Heavy Vehicle Regulator (NHVR) commenced operations in 2013 as the national entity responsible for regulating all vehicles in Australia over 4.5 tonnes gross vehicle mass. The NHVR minimises the compliance burden on the heavy vehicle transport industry, reduces duplication and inconsistences across state and territory borders, and ultimately for the heavy vehicle business with government in Australia.

We are headquartered in Brisbane and employ more than 1000 people across the ACT, New South Wales, Queensland, South Australia, Tasmania and Victoria.

We offer

• A competitive salary package
• Hybrid working environment – up to 2 days from home after probation
• Wellbeing programs – discounted fitness through Fitness Passport, Discount health insurance, flu vaccine, financial programs including discounted banking products, finance information sessions.
• Salary packaging options including novated lease.
• Discounted IT products including Microsoft and free family password security plan.
• Ongoing training and professional development support
• Professional membership

Application Process

Please apply with your CV and cover letter addressing the essential requirements of the role.

Applications close: 29th July 2025 (applications may close earlier than the listed closing date if suitable candidate/s are identified prior).

Successful applicants will be required to complete standard pre-employment checks including a national police and work rights check.

Please Note: We will not require any support from Recruitment Agencies at this time and kindly request no contact is made. Only direct applications will be considered.

We are committed to being an inclusive, diverse and flexible workplace where differences are valued.We welcome applications from people of all backgrounds, experience and abilities.

Unlock job insights

Salary match Number of applicants Skills match

The National Heavy Vehicle Regulator (NHVR) administers one set of laws for heavy vehicles under the Heavy Vehicle National Law (HVNL), delivering a comprehensive range of services under one regulator, one rulebook.

The national law commenced on 10 February 2014 and applies in the Australian Capital Territory, New South Wales, Queensland, South Australia, Tasmania and Victoria.

Source: This is an extract from the company's own website.

The National Heavy Vehicle Regulator (NHVR) administers one set of laws for heavy vehicles under the Heavy Vehicle National Law (HVNL), delivering a comprehensive range of services under one regulator, one rulebook.

The national law commenced on 10 February 2014 and applies in the Australian Capital Territory, New South Wales, Queensland, South Australia, Tasmania and Victoria.

Source: This is an extract from the company's own website.

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