• Customer Service Change Lead
• Parramatta CBD | Full-time Permanent | Hybrid (3 days in office, 2 days WFH)

Be the driving force behind customer service excellence at Uniting

At Uniting, we believe in providing person-centred services that make a meaningful impact. We’re looking for a passionate Customer Service Change Lead to support the development and implementation of strategic initiatives within our Customer Risk and Governance Directorate. This is a newly created role that offers the opportunity to shape the future of customer service delivery at Uniting.

Your New Role

As the Customer Service Change Lead, you’ll play a critical role in ensuring our customer service operations are effective, efficient, and aligned with our organisation’s mission. You will:

• Contribute to strategic planning – Help define priorities and outcomes for an integrated Communities and Seniors Services stream.
• Turn strategy into action – Work closely with leadership to translate business strategies into practical plans and initiatives that enhance service delivery.
• Monitor performance – Track and forecast operational performance against business plans.
• Drive continuous improvement – Identify and implement employee system enhancements to improve efficiency and service outcomes.
• Lead change management – Implement transformation initiatives impacting employees and customers, including system and process improvements.
• Leverage reporting and analytics – Use tools like Power BI, ServiceNow, Jira, CRM, and QUASAR to analyse trends and provide insights to leadership.
• Oversee SharePoint management – Maintain reports, analytics, and system modules.
• Enhance customer insights – Apply human-centred design principles to improve service delivery.
• Deliver best practice training – Support continuous improvement initiatives for the customer service team.
• Support service desk operations – Assist in reporting, complaints monitoring, and action planning.
• Champion consistent messaging – Work with stakeholders to ensure Uniting’s brand and service standards are upheld.
• Optimise customer data management – Benchmark internal and external customer data, identify trends, and implement solutions to enhance the customer experience.
• Lead key projects – Support major initiatives such as the enquiry-to-sales process and Home Care transformation.

What You’ll Bring

We’re looking for someone with a blend of strategic thinking, operational excellence, and customer service expertise. You will need:

• A Bachelor’s qualification in a relevant business field or equivalent experience.
• Strong project management and customer service experience.
• Exceptional interpersonal and communication skills – Able to engage with influence across all levels of the organisation.
• Data analytics expertise – Ability to analyse customer service metrics and present insights effectively.
• Leadership qualities – A natural leader who can stay calm in a crisis and drive meaningful change.
• Experience in a complex organisation – Skilled at influencing stakeholders and managing cross-functional initiatives.
• Proficiency in customer service technologies – Experience with CRM systems, ServiceNow, Power BI, and other reporting tools.
• A passion for social change – Committed to working in an organisation that makes a difference for the most disadvantaged.

Even Better If You Have:

• Postgraduate qualifications in a management field.
• Experience in workshop facilitation and stakeholder engagement.
• Strong negotiation and conflict resolution skills.

Apply today and be part of something bigger!

For all questions, please contact Louise Massie via email at [email protected], using the subject line: Customer Service Change Lead enquiry via EthicalJobs.

Join us and make a difference

At Uniting, we celebrate diversity and welcome everyone exactly as they are. If you’re looking for a purpose-driven role where you can create meaningful learning experiences and contribute to a program that truly changes lives, we’d love to hear from you.

What we offer you

• A rewarding career with a leading human services organisation.
• Up to $18,550 NFP salary packaging available.
• Access to our U rewards program with exclusive discounts.
• Flexible work hours for work-life balance.
• Affordable access to Fitness Passport—discounted gym memberships to support your best life.
• A supportive and inclusive and collaborative work environment.
• Opportunities for professional growth.
• Purchase of additional leave.

Uniting contributes to the work and mission of the Uniting Church in NSW and the ACT through social justice advocacy, community services and spiritual care. Our purpose is to inspire people, enliven communities and confront injustice.

We provide support for people through all ages and stages of life, with a focus on those experiencing disadvantage and vulnerability.

We acknowledge the Sovereignty of First Nations people over the lands of Australia and are committed to meaningful change so that First Nations people are strong, thriving and self-determining.

Uniting is a Child Safe Organisation, committed to the safety, wellbeing and inclusion of children and young people. We are proud of the diversity of our people and always welcome everyone, exactly as they are.

Uniting is an equal opportunity at will employer and does not discriminate against any employee or applicant for employment because of age, race, religion, colour, disability, sex, sexual orientation or national origin.