Group Manager Customer Excellence

6 months ago

Frankston, Australia South East Water Corporation Full time

**Group Manager Customer Excellence**:
**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**:
As one of the largest teams within the organisation, our Customer Experience team are dedicated to delivering healthy water for life to our 1.8 million customers, who live, work, play and visit the area we serve.

With a focus on optimizing operational performance and embedding a customer-first mindset, the Group Manager, Customer Excellence will lead a large team responsible for delivering efficient and effective customer operations. This includes our accounts, faults & emergencies, customer onboarding and customer billing portfolios. Leveraging data and offering insights, you'll help shape both the present and future experiences for our customers.

Following a recent restructure of the group, this role is pivotal in reshaping the customer experience and achieving our key customer outcomes. It's an ideal moment to become part of our team, with a genuine chance to drive innovative and contemporary practice with forward-looking leadership to support the team and our customers.

**Who are you?**:
A strong background in leading large, multi-disciplinary contact centre teams, driving high-performance cultures and leading transformational initiatives will set you up for success in this role along with your ability to build a trusting and highly engaged working environment.

You will also be able to demonstrate:

- Bachelor's degree in management or a related field.
- 5-10 years of experience in senior leadership positions managing complex operational teams within a fast-paced environment.
- Extensive understanding of call centre operations and/or billing and revenue environments.
- Proven track record of leading operational, system, and cultural change initiatives.
- Ability to act as Product and System Owner of key operational platforms.
- Proficiency in analyzing operational data and performance metrics.
- Innovative mindset with a passion for emerging trends and best practices.
- Strong ability to manage ambiguity and drive results.
- Ability to bring a global perspective to inform decision-making.

**What's in it for you?**:

- A commitment to work-life balance with truly flexible working arrangements, including hybrid working, leave purchasing and RDO options.
- 15 weeks paid parental leave for all parents and paid super on unpaid parental leave
- A range of benefits, including free on-site 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?**:

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