At a Glance
- Tasks: Lead customer experience strategy and drive service excellence across the organisation.
- Company: Join a leading not-for-profit community housing provider committed to diversity and inclusion.
- Benefits: Enjoy competitive pay, NFP salary packaging, and health and wellbeing perks.
- Other info: Hybrid work options and opportunities for career growth in a supportive environment.
- Why this job: Make a real impact in creating connected communities where everyone belongs.
- Qualifications: Tertiary qualifications or equivalent experience in customer experience and leadership.
The predicted salary is between 28000 - 30000 £ per year.
At SGCH, we believe everyone belongs. This is why our purpose, ‘to create belonging’ drives our commitment to build a team where diversity, inclusion and connection are at the heart of what we do. As a leading not-for-profit community housing provider supporting over 12,000 customers across 7,000 homes in NSW and VIC, we continue to invest in our people, our homes, and our communities. Guided by our values – We Care, We Create, We Connect – we’ve built an inclusive workplace by caring for one another, creating and sharing new ideas, and connecting authentically every day, where everyone has the opportunity to grow and thrive.
We are committed to fostering an inclusive environment and building a team that reflects the diversity of the communities we connect 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 but you’re not sure you tick every box, we still encourage you to apply. Your passion and potential matter. Join us in creating sustainable, connected communities where everyone feels a sense of belonging and are empowered to thrive.
What we offer
- Competitive package – 35-hour work week with competitive, above Award pay and 17% annual leave loading
- 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 – Real opportunities to grow your career with a focus on internal promotions, inhouse learning and development and study assistance support
- Health and wellbeing benefits - Corporate discounts with Flare for everyday savings, Reward and Recognition program, access to a free 24/7 Employee Assistance Program (EAP) for you and your family
- Paid Parental Leave – 12 weeks paid parental leave and 3 days bonus annual leave
- Agile and innovative work practices – Hybrid work arrangements including work from home options, and modern, well-located offices close to public transport
About the role and about you
We are seeking a purpose-driven Head of Customer Voice to lead the strategic direction of customer experience, complaints, support coordination, community connections and placemaking across our organisation. Reporting to the Director Customers, Shared Services, you will provide enterprise-wide leadership to ensure customer and community insights shape decision-making, service delivery and continuous improvement initiatives across SGCH. To succeed in this role, you will be a strategic and influential leader with extensive experience leading customer-focused functions within complex, regulated service environments. This is a permanent full-time role, with hybrid work arrangements available and regular travel to all SGCH office locations.
Duties
- Lead SGCH's customer experience strategy, ensuring customer and community voices inform service design, decision-making and continuous improvement initiatives.
- Provide leadership across customer experience, complaints, support coordination, community connections and employment opportunities teams.
- Drive service excellence by leveraging customer feedback, complaints, survey and performance data to identify trends, risks and opportunities for improvement.
- Build and maintain strong partnerships with internal stakeholders, community organisations, government agencies and service providers to enhance customer and community outcomes.
- Lead high-performing multidisciplinary teams, fostering a culture of accountability, collaboration, inclusion and continuous improvement aligned to SGCH's values.
How to apply
If you're a values-led leader passionate about customer advocacy, community impact and service excellence, we'd love to hear from you. Please click ‘Apply’ and upload your CV by 9am Wednesday 05 August 2026. 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. Please note we may establish a Talent Pool from this process. 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 jobs@sgch.com.au
Skills And Experiences
Essential Criteria:
- Tertiary qualifications in customer experience, social sciences, community services, business or a related discipline, or equivalent senior leadership experience.
- Hold a current NSW Full Drivers Licence and willingness to travel across SGCH locations.
- Extensive experience leading multidisciplinary teams across customer experience, support coordination, placemaking, customer feedback, complaints and service improvement functions within community housing, government or other regulated service environments, with accountability for organisational performance, customer outcomes and community impact.
- Proven success leading leaders and high-performing teams, driving strategic change, capability uplift, continuous improvement and a culture of service excellence.
- Exceptional strategic, analytical, communication and stakeholder management skills, with the ability to translate complex customer insights and data into clear recommendations, influence senior decision-makers and drive organisation-wide improvement initiatives.
Head of Customer Voice in Liverpool employer: Apollo
Apollo is an exceptional employer that prioritises employee growth and development within a dynamic work culture. As a leading engineering consultancy, we offer competitive benefits and a collaborative environment where innovative ideas thrive, making it an ideal place for professionals looking to make a meaningful impact in the EPCm sector.
StudySmarter Expert Advice🤫
We think this is how you could land Head of Customer Voice in Liverpool
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Apollo. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Apollo before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Head of Customer Voice in Liverpool
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Apollo:Your cover letter is your chance to shine! Tell us why you want to work at Apollo specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Apollo!
How to prepare for a job interview at Apollo
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
