Manager - Communications, Community Engagement and Customer Service

Drive strategic initiatives that boost community engagement, improve service delivery, and strengthen Council’s reputation.

Manage a high-impact team shaping Council’s voice, trust, and customer experience.

Salary from $168,668.38 - $196,020.21 plus 12% Superannuation plus Travel Allowance.

Make a Difference Where You Work

As Manager, Communications, Community Engagement and Customer Service, you will lead a high-performing team driving strategic communication, inclusive engagement, and exceptional customer experiences. Your work will shape how Council connects with its community, building trust, transparency, and participation across every channel. If you're passionate about public value, purposeful storytelling, and delivering services that reflect community needs and values, this is your opportunity to lead with impact and influence at the heart of local government.

Why Join Us?

Make a real difference: Contribute to initiatives that positively impact the community and enhance residents’ lives.

Lead within a supportive workplace: Thrive in a values-led environment that nurtures your growth, wellbeing, and commitment to community impact.

Champion organisational excellence: Foster a culture of innovation, collaboration, and continuous improvement that drives Council’s success.

About the Role

As the Manager, Communications, Community Engagement and Customer Service you will:

Lead the development and delivery of innovative communication, engagement, and customer service strategies aligned with Council’s vision.

Manage a multidisciplinary team, fostering a culture of collaboration, continuous improvement, and community focus.

Oversee all corporate messaging, media relations, and digital channels to maintain a clear, consistent Council voice.

Drive inclusive and accessible community engagement that empowers residents and strengthens participation.

Respond effectively to complex, sensitive, and crisis situations with professionalism and clarity.

Utilise data and community insights to shape strategies and improve customer experiences.

Build and maintain strong partnerships with Councillors, Executive leadership, stakeholders, and community groups.

Ensure compliance with all legislative, ethical, and privacy requirements across all communications and services.

Manage operational budgets, contracts, and performance metrics to deliver efficient and impactful outcomes.

What You’ll Bring:

Tertiary qualifications in Communications, Public Administration, or a related field, or extensive leadership experience in customer and community engagement.

Proven ability to design and deliver effective customer service and community engagement strategies across multiple channels in a complex environment.

Proven ability to lead and develop high-performing, multidisciplinary teams.

Strong strategic thinking with proven success in developing and implementing integrated communication and engagement plans.

Exceptional written, verbal, and digital communication skills.

Deep understanding of local government frameworks, legislative requirements, and ethical standards.

Ability to manage complex, sensitive, and crisis communications with professionalism and composure.

Experience using data and community insights to drive continuous improvement and inform decision-making.

Outstanding interpersonal and stakeholder engagement skills.

Commitment to fostering an inclusive, collaborative team culture focused on service excellence.

Desirable Criteria:

Master’s degree or further tertiary study in relevant field

Knowledge or Experience in Local or State Government or similar environments

How to apply

Visit https://www.willoughby.nsw.gov.au/Council/Working-with-us/Careers to apply or learn more including all about the range of benefits on offer at Willoughby.

For more information on the role, please contact Grace McEvoy at [email protected]

Applications should address all the key responsibilities outlined in the Position Description.

Successful candidates will be required to undertake pre-employment screening including police and qualification checks.

Applications close: Sunday, 9 November 2025 at 11.30 pm

Please note recruitment activity may commence before the closing date.

At Willoughby City Council, inclusion, diversity and belonging are core to how we work and how we recruit. We are committed to building a workplace that reflects the diversity of our community – one where everyone feels respected, valued and supported to contribute fully. We welcome applications from people of all backgrounds, abilities and identities – including Aboriginal and Torres Strait Islander peoples, people with disability, culturally and linguistically diverse individuals, LGBTIQA+ communities, veterans, and people of all ages. If you require adjustments during the recruitment process, we encourage you to let us know. We are committed to ensuring an accessible, inclusive and barrier-free experience for every candidate.