Champion customer service. Build trust. Lead strategic communication and advocacy for community impact.
Our client, a progressive local government organisation, is seeking a passionate and experienced leader to join their Corporate Performance Directorate as the Manager - Customer Experience, Communications & Advocacy. This is a unique opportunity to shape the way Council connects with its community during an exciting period of continuous improvement and growth. You will contribute meaningfully by placing customer service excellence at the heart of strategic decision-making, communication, and advocacy.
In this role, you will lead a high-performing, multidisciplinary team dedicated to delivering responsive, empathetic, and effective services that reflect the community's expectations and aspirations. You will be responsible for the strategic direction and operational delivery of Council's customer service, communications, advocacy, and engagement functions. Your efforts will ensure services are accessible, inclusive, and aligned with community needs, while driving a cultural shift toward a digital-first, customer-centric approach.
As a key leader, you will champion innovation in service delivery, lead integrated and impactful communication strategies, and ensure advocacy priorities are clear, evidence-based, and community-driven. Success in this role relies on your ability to build strong, collaborative relationships across the organisation, community, and all levels of government. Your leadership will be instrumental in fostering a culture of excellence within the Council.
Customer Experience & Service Delivery
- Champion a customer-first culture and service excellence across Council.
- Oversee front-line services, ensuring accessibility, efficiency, and responsiveness.
- Drive continuous improvement through customer feedback, performance data, and benchmarking.
- Lead digital transformation to enhance service accessibility and delivery.
- Ensure services reflect professionalism, empathy, and community focus.
Strategic Communications & Brand Management
- Deliver proactive, aligned communication strategies supporting Council's vision and values.
- Ensure consistent, clear messaging to build trust, transparency, and engagement.
- Advise Executives and Councillors on media, crisis communication, and reputation management.
- Support Councillors in public communication and role clarity.
- Oversee brand management and alignment with Council's tone and objectives.
Advocacy & Community Engagement
- Lead advocacy campaigns aligned with community needs and supported by strong research.
- Represent Council in strategic forums and high-level stakeholder discussions.
- Oversee inclusive community engagement that informs Council decisions and meets legal requirements.
- Ensure community input is embedded in major policies and projects.
- Coordinate promotion of Priority Projects for funding and advocacy.
People Leadership & Culture
- Lead and develop high-performing teams in customer service, communications, and advocacy.
- Foster an inclusive, collaborative, and accountable culture focused on continuous improvement.
- Manage performance, build capacity, and encourage innovation.
- Ensure compliance with safety, equal opportunity, and professional development standards.
Organisational Influence
- Provide strategic advice influencing policy, planning, and budget decisions.
- Lead performance reporting and key documents like the Annual Report and Council Plan.
- Oversee budget compliance, procurement, and reporting.
- Contribute to emergency management and whole-of-Council initiatives.
About you:
You are a customer-focused, strategic leader who brings energy, integrity, and vision to your work. You thrive in complex environments and understand the vital role local government plays in delivering high-quality services and meaningful community outcomes.
- You hold relevant tertiary qualifications in communications, public relations, business, public policy, or a related discipline.
- You possess contemporary knowledge of technology strategy, network and data security, system audits, and business improvement tools.
- You have a proven track record in delivering successful business transformation outcomes within local government or similar environments.
- Your ability to manage, Inspire, and support staff to achieve performance objectives is well-demonstrated.
- You excel in leading enterprise-wide change and securing commitment for new initiatives across diverse teams.
- You are knowledgeable in project management methodologies and understand data protection and records management legislation relevant to local government in Victoria.
- You hold a current Victorian Driver's Licence and are willing to undertake a National Police Check.
What's on Offer
- Strategic leadership role with real impact on community outcomes
- Full-time position with monthly Rostered Day Off (RDO) available
- Hybrid work model combining office and remote work, with additional flexibility to support work-life balance
- Competitive salary package, negotiable by experience
- Supportive, high-performing leadership team that values trust and innovation
- Join a motivated, professional team committed to service excellence
- Make a genuine impact in a forward-thinking, collaborative organisation
Apply now to lead a function that connects people, builds trust, and drives service delivery with professionalism, empathy, and purpose.
For a confidential discussion and to request the position description, candidates are invited to call Kate on 0419 755 433.
At HOBAN we encourage applications from people with disability, people from diverse cultural and linguistic backgrounds, people of all genders, LGBTI people, and Aboriginal and Torres Strait Islander people.
We provide reasonable adjustments; including alternate formats to the recruitment process for individuals with disability. If you require an adjustment to be made during the recruitment process, please email our Adjustments Coordinator at adjustments@hoban.com.au or visit hoban.com.au/adjustments for additional contact details.
