Customer Operations Lead

Location: Geelong

Statuses: Flexible; Full time

About the role

Lead service excellence across connections, metering, and billing.
Drive innovation, continuous improvement, and customer experience.
Empower a high-performing team in a dynamic operational environment.

Are you looking for a leadership role where strategy meets service excellence? Where you are part of innovation to shape the future of customer operations at Barwon Water.
If so, then read on…
Barwon Water's Customer Centre is seeking a strategic and operational leader to oversee the delivery of high-quality services across the connections, metering, and billing lifecycle.
As a key member of the Customer Centre Leadership Team, the Customer Operations Lead will shape and implement service strategies that respond to evolving customer and business needs, while driving continuous improvement and operational excellence.
This role is pivotal in delivering Barwon Water's strategic vision of enabling regional prosperity and requires a strong focus on customer experience, employee engagement, and stakeholder collaboration.
You'll lead a team of dedicated professionals and play a stewardship role across Customer Operations functions.

Position Description

About You
You're a proven leader with extensive experience in service delivery functions, particularly in transactional settings involving billing and metering systems.
You bring a strategic mindset and a passion for continuous improvement, with the ability to balance long-term planning and day-to-day operations.
Your qualifications in commerce, finance, information systems or similar, combined with your expertise in project management and change leadership, will support your success in this role.
You thrive in environments that empower decision-making and value innovation, and you're committed to building high-performing teams and delivering exceptional customer outcomes.
About us
Barwon Water is Victoria's largest regional urban water corporation, with more than 110 years' experience in delivering world-class water, sewerage and recycled water services to our customers and community.
More than just taps and toilets, we're a pivotal player in the region's ongoing social, economic and environmental prosperity.
We care about where we live and work, and we're always looking for like-minded people to join our team.
Why join us?
At Barwon Water, we believe that every individual has something valuable to offer.
We understand that the more diverse workforce, the wider the variety of ideas we bring to the table.
Enjoy being part of an organisation that values results, personal and professional growth, workplace diversity and a balance between work and life commitments.
Our work requires more than just engineering and scientific solutions.
We're learning from the tens of thousands of years of knowledge and insight from Traditional Custodians.
Aboriginal and Torres Strait Islander people are encouraged to apply for this position.
Get in touch
Does this opportunity sound like it might be a good fit for you?
Ready to apply? Submit your cover letter and resume now

We lead.
We learn.
We deliver.
We care about a better future.
If we can assist you with any reasonable adjustments in order to submit your application for this role, please contact the Talent Acquisition team via email at recruitment@barwonwater.vic.gov.au noting your preferred method of communication and contact details and a member of the team will be in touch.

Enquiries to Sally White, Head of Customer Centre, on 0419 109 574.
Applications close Sunday, 14 September 2025.

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