From Citywide to Cleanaway: Margaret's 20-year journey

Finding her feet at Citywide

Starting in the waste industry came with a steep learning curve.

“There was so much to learn, types of waste, bin sizes, truck limitations, runs and what makes them viable.”  

Margaret quickly discovered just how many moving parts were involved in keeping a waste business running smoothly.  

“It was quite overwhelming.”  

She joined the commercial division of Citywide at a time when it was newly created, giving her the opportunity to grow alongside the business and find her way as the division developed.

Over the years, Margaret saw the industry evolve significantly. One of the biggest changes was the growing focus on sustainability and diverting waste from landfill.  

For Margaret, that shift is reflected in something as simple as the bins at home.  

“My four bins at home are a perfect example of this.”  

She also witnessed significant changes in the operating environment following deregulation, including increased competition as well as noise and pollution. Over time, strategically placed compactors became one example of how the industry adapted and changed again.  

Working from the transfer station on Dynon Road gave Margaret an even closer view of the evolution of waste management.  

“I have seen different machines and sub-stations being installed where the sole focus was to divert waste from landfill.”  

“Initially it was more of an afterthought. These days the focus is more on prevention.”  

Twenty years of customers and change

Through all those changes, Margaret’s focus on customers remained a constant.  

Her role today continues to centre on supporting customers, solving problems and making sure each interaction is handled with care.  

A typical day can involve taking calls, responding to emails, assigning queries to the right departments and helping members of the public who are dropping off waste at the transfer station.  

For Margaret, some of her proudest moments have come from turning around challenging customer experiences.  

“Saving customers who wanted to cancel, re-signing them and changing their negative experience into a positive one.”  

Some of the customers she helped retain are still customers today.  

She is also proud of encouraging recycling by helping customers adopt different bin systems and find solutions that better meet their needs.  

It is that combination of customers, people and purpose that has helped keep Margaret in the industry for two decades.  

“I liked that it was important that they wanted to help reduce our carbon footprint.”

She also credits the people around her.  

“There have always been team members that made the job more enjoyable.”  

From Citywide to Cleanaway

fter many years with Citywide, Margaret’s career entered a new chapter when the business became part of Cleanaway.  

“Initially I was a bit sceptical,” she says.  

But as she settled into the transition, her perspective changed.  

“After a while I felt that it would be good to experience a different culture.”

Her first impressions of Cleanaway were of a much larger and more structured organisation.  

“It was far more structured. I liked the guiding principles, the branding, the induction was comprehensive.”  

The induction also gave Margaret a clear sense of the expectations around professionalism, respect and inclusion.  

“I was also very impressed by the focus on creating opportunities for women.”  

Moving from Citywide into a nationwide organisation brought a different way of working. Margaret found that the size and structure of Cleanaway could mean things sometimes took longer to action because of the number of departments involved.

That took some getting used to.  

At the same time, she appreciated opportunities to connect directly with leadership, including the monthly meetings with our

CEO that anyone could join and contribute to.  

The transition also brought an unexpected sense of welcome.  

“I felt the immediate team that we interacted with was warm and engaging. We were made to feel welcome. I wasn't sure what to expect.”

She remembers our Executive team travelling to Melbourne for a meet and-greet lunch as another important gesture during the transition.

Despite some initial challenges, Margaret says the day-to-day running of the business continued with minimal interruption.  

And while the organisation around her changed, her core responsibilities remained familiar.

Getting out of her comfort zone

Two years into the Cleanaway chapter, Margaret says the biggest change has been personal.  

“I think I was becoming a bit complacent after so many years with Citywide, and I have enjoyed getting out of my comfort zone and learning new things.”  

For Margaret, the transition has been another reminder that a long career is not about standing still. It is about continuing to learn and adapting to whatever comes next.  

That philosophy has shaped how she looks back on her 20 years.  

She is proud of persevering through internal shifts, different managers, colleagues and the many changes that come with a long career.  

And she has some clear advice for the person she was 20 years ago.  

“Never stop learning and be open to growing, embrace change but never lose sight of your core values, learn from those around you and enjoy the journey.”  

Her advice continues:  

“Don't waste energy on outcomes you can't control. Just work towards action.”  

Looking ahead

After two decades in the industry, Margaret believes customers are increasingly aware of the environmental impact of waste and the world they will leave behind for future generations.

She hopes that momentum continues.  

“Better waste systems. I think Australia is behind compared to some other countries.”  

As for the culture she wants to see carried into the future, Margaret has four simple priorities: respect, inclusion, sustainability and safety.  

And when asked to describe her 20 years in three words, her answer captures the journey better than anything else: “I surprised myself.”  

“I would never have expected to reach 20 years. I've seen a lot, learnt a lot and navigated through some interesting internal workings.”

Margaret’s journey has been defined by perseverance, curiosity and a willingness to keep learning.

Twenty years on, she is still supporting customers, solving problems and looking for ways to make a difference.  

And she is still learning what comes next.  

Margaret’s 20-year journey shows where a career in waste and resource recovery can take you. Whether you’re starting out, looking for a new challenge or ready to take your experience in a new direction, there are opportunities to learn, grow and make a difference at Cleanaway.  

Explore careers at Cleanaway and discover where your journey could take you. www.cleanaway.com.au/careers