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General Manager Customer Experience

3 months ago

Frankston, Australia South East Water Corporation Full time

Who are we?:

We're here to help people live well and create a better and more sustainable future.

We support healthy and liveable communities by delivering water, sewerage and recycled water services to 1.77 million people who rely on us every day and every night.

At South East Water, we innovate with purpose and act with care to deliver healthy water for life. Fresh thinking and collaboration are at the heart of our organisation. We are constantly learning, embracing the challenges of today and excited by the opportunities that tomorrow will bring.

The role:


The General Manager - Customer Experience will have responsibility for Affordability and Payments/Billings, Customer Contact and CX Strategy, Insights and Experience.

This critical role will lead the design and implementation of SEW's customer strategy, ensuring it accurately captures the diverse needs of SEW's customer base, while leveraging customer research and global best practice to deliver leading customer service outcomes.

They will lead the teams that deliver services to South East Water's consumers, driving excellent service with a focus on continued improvement and supporting and developing our customer service teams.

They will ensure a positive and supportive experience for all our customers through their journey with us.

Who are you?:

You are a customer champion, with significant experience in the delivery of enterprise-wide consumer outcomes.

As a strategic leader, you build collaborative and high performing teams, whilst leading through change to deliver digital projects and initiatives.

You will have experience in supporting a diverse customer base, cognisant of hardship and social disadvantage.

You have managed complex service delivery such as customer service, contact centres and billing, with an ability to deliver on and work with requirements from the community, government, industry and regulators.

With a continuous improvement mindset, you have a passion for delivering exceptional customer experience outcomes and value to the community.


What's in it for you?:

  • A commitment to worklife balance with truly flexible working arrangements, including hybrid working, leave purchasing and RDO options.
  • 14 weeks paid parental leave for all parents and paid super on unpaid parental leave
  • A range of benefits, including free onsite parking and cultural leave.
  • A great culture working in collaborative teams with strong work ethics.
  • Career focused learning and development opportunities.
  • The opportunity to be part of an organisation committed to environmental initiatives.
  • Enjoy modern office facilities with panoramic beachfront views.

We're for everyone:

We do meaningful work, but how we do it is just as important.

We're here to help people live well, protect the environment, and keep healthy water and resources accessible and affordable for all.

We know to make a positive difference we need to support our people to be their very best. Flexibility and innovation are at the heart of how we work. But it's our people's collective ambition, authenticity and differences that bring our culture to life.

Our people are as diverse as the communities we serve. Everyone brings a unique voice and a refreshing perspective that keeps us innovating. It makes us better learners, thinkers and collaborators, helping create better outcomes for our customers. Even though we're all different, we still share a common goal to deliver healthy water for life.

Keen to make an impact?:

  • To apply, please click here to upload your CV (note a covering letter is not required).
Applications are open until 20 March 2023.