Enquiries Management Lead

About SA Water

SA Water is a successful, modern water utility wholly owned by the Government of South Australia. We employ more than 1,700 people across a broad range of disciplines who operate more than $14 billion worth of infrastructure to deliver essential water and sewerage services to more than 1.8 million South Australians.

We operate in a geographically and climatically diverse service area, with sites and locations from Ceduna through to Port Augusta, the Anangu Pitjantjatjara Yankunytjatjara (APY) Lands, across to the Riverland, down to Mount Gambier, and most places in between.

Our strength and expertise have been shaped by our history. For more than 165 years, South Australians have depended on us to innovate and deliver efficient and sustainable water services. With nationally and internationally recognised industry expertise, we're focused on understanding and meeting our customers' expectations.

As well as safely delivering smart and reliable services for our customers of today, we innovate to shape the water solutions of the future that will support thriving economies and healthy communities.

We are driven by our values; we value our people, we do work that matters, we keep it real, we know that our work has impact, and we are future focussed. Staying true to our values ensures that we consistently deliver positive outcomes for all South Australians.

Join Our Growth Group

With the establishment of our new Growth group, we have exciting and unique opportunities. These roles have been created to make a step change, supporting the South Australian Government's growth ambitions and proactively preparing for the scale and complexities of anticipated future demands. This group will provide a single point of accountability for growth and dedicated oversight, focus and responsibility.

About the job:

Reporting to the Manager of Growth External Enquiries and overseeing a Works Planner, you will be responsible for developing and managing workflows that ensure effective prioritisation, timely completion, and transparent reporting.

This role is central to driving process optimisation, resource allocation risk-based prioritisation, and engaging with key stakeholders to support the Growth Group's delivery of high-quality enquiry outcomes.

You will lead the implementation of fit-for-purpose workflows, performance monitoring systems, and resource tracking tools to improve efficiency and ensure compliance with service level expectations.

About the Person:

The ideal candidate for the Enquiries Management Lead role is a proactive and solutions-focused professional with a strong background in workflow optimisation, performance monitoring and resource coordination.

You will thrive in fast-paced environments and bring a strategic mindset to managing competing priorities and complex enquiries. With excellent stakeholder engagement skills, you're confident collaborating across teams to embed fit-for-purpose processes and drive continuous improvement.

You have a knack for identifying inefficiencies, implementing data-driven solutions, and ensuring accountability through clear KPI's and reporting.

One if your greatest strengths is your ability to balance operational delivery with long-term process enhancements, making you a trusted leader and a key contributor to successful enquiry outcomes.

In addition, your responsibilities will include:

• Design and implement leading practice workflows for end-to-end management of external growth enquiries.
• Establish a risk-based prioritisation process to ensure efficient handling of enquiries.
• Work collaboratively with internal stakeholders to integrate prioritisation with Developer Journey Service Level Agreements.
• Track utilisation and availability of constrained teams, resolving resource constraints where possible.
• Identify and develop opportunities to improve systems and processes for tracking and managing enquiries and optimise resource allocation across the Growth Group.

Your success in this role will come from:

• Tertiary qualification in business, communications, public policy, or a related field, or equivalent experience.
• Demonstrated experience in managing end-to-end workflow processes and identifying and delivering operational efficiency improvements.
• Strong analytical and reporting skills, with the ability to develop, monitor and report on KPIs effectively.
• Proven ability to manage and influence stakeholder relationships and resolve escalated issues in a complex environment.
• Experience in resource planning and allocation within constrained operational teams.
• Understanding of and an ability to utilise digital tools to manage workflows and improve the timeliness of enquiry responses

Our Growth Group Behaviours:

Our Growth group behaviours are deeply groundedin our SA Water values and are brought to life through our commitment to building a robust, future-focused and fun culture. We are building this together by:

• Fostering a culture of curiosity, collaboration and action.
• Encouraging bold ideas, celebrating continuous improvement and integrating timely progress into everything we do.
• Making decisions efficiently and with purpose to deliver meaningful impact, embracing progress over perfection.
• Championing transformation at all levels by breaking down barriers, balancing risk with opportunity, driving change readiness and enabling teams to shape the future.
• Leading with accountability, authenticity and integrity through being vulnerable, actively listening, embracing feedback and acting with transparency.

Position and application information

• Further information can be found in the attached PD –Enquiries Management Lead
• Applications close 11:55pm, 31 August 2025.

To apply, click 'Apply'. Please submit and complete the application form, upload a cover letter and current resume. For enquiries, please contactSteph Hainesfrom the Talent Acquisition teamsteph.haines@sawater.com.au

A great customer experience is best achieved by having a diverse and inclusive team that reflects the community we serve. Applications are encouraged from everyone, including people living with disability, job seekers of all ages, members of the LGBTIQA+ community, Aboriginal and Torres Strait Islander peoples, and people from culturally diverse backgrounds.

Our Industry is like no other. Dive into the wonderful world of water and explore the boundless opportunities. Learn more about the water industry atcareersinwater.com.au.

Please note: We request that recruitment agencies do not submit candidates for this position, as they will not be accepted.