Customer Contact Centre Manager

1 week ago


Maroochydore, Queensland, Australia Unitywater Full time
Join one of the largest employers in our region

  • Key leadership opportunity
  • Be part of our Unitywater team today

About us:

At Unitywater, we operate in a diverse and inclusive environment where no two days are the same.

We provide essential water supply and reliable utilities services to the Moreton Bay, Sunshine Coast and Noosa regions that account for 16% of Queensland's population.

Our customers are at the heart of everything we do, and we are proud to service our communities with smart and environmentally sustainable practices.


About the role:


As the Customer Contact Centre Manager, you will lead and manage the performance of a multichannel contact centre to provide continual excellence in customer service and first point resolution to both internal and external customers, ensuring corporate targets are met.


This position will play a key role in developing positive relationships within Unitywater and other agencies to collaborate in the identification of improvements and delivery of integrated programs and initiatives that will improve our customer contact strategies and operations.

This is a max-term contract opportunity, full time until December 2023 primarily based in Maroochydore, Sunshine Coast.

About you:

To contribute to Unitywater's values of
Reliability,
Safety,
Honesty
& Integrity,
Efficiency,
One Team,
Innovation, you will demonstrate the following skills and qualities for the role:

  • Experience in leading an operations team with KPI drivers is essential.
  • Experience in a people leadership role is essential, this role has direct reports but also an extended team.
  • Experience in coaching and mentoring to support and guide Team Leaders to collaborate and obtain the best outcome for the organisation and customers.
  • Forward thinking and comfortable to question and challenge processes in favour of improved customer and people experience.
  • Experience leading and supporting individual and team development and improved collaboration with other business areas.
  • Experience in workforce planning and management of permanent and casual labour and budgeted hours.
  • Experience, skills and ability and comfortable to speak to customers when required in escalated situations
  • Ability to produce reports from source system data and use analytics skills to identify trends to drive improvements and influence decisions which impact our service experience.
  • Passionate about the customer and supporting the team to provide the empathic and knowledgeable advice our customers are seeking
  • Strong communication and attention to detail skills to represent Customer Service in projects ensuring clarity of decisions and customer impacts are agreed and understood
  • Willingness to learn on the job in a collaborative manner with the Contact Centre team and wider Customer Service and C&C teams

Working at Unitywater:


Unitywater is one of the largest employers in the region, offering continuous investment in training, diverse career paths, health and wellness benefits, flexible work arrangements and a rewarding environment.

We are committed to providing a diverse and inclusive work environment that supports individuals to reach their full potential.

Proudly Unitywater:

Applications close: 16th Feb 2023 at 11pm

Remuneration:
Salaried

Job Type:
Contract

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