Group Manager Customer Solutions

6 months ago

Frankston, Australia South East Water Corporation Full time

**Group Manager Customer Solutions**:
**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 strong focus on tailored support services for our customers, the Group Manager Customer Solutions will bring global perspective and contemporary practice to design and deliver approaches that meet the diverse needs of our customer base, including our most vulnerable customers. You will oversee the Resolutions & Liaison, Care, Support, and Business Customer Solutions functions.
Following a recent restructure of the group, this role will be instrumental in shaping our approach to customer support, complaints resolution, affordability, and business customer services. This is a great opportunity for a dynamic, forward-thinking leader with a passion for data driven insights to evolve solutions that support the delivery of our key customer outcomes.

**Who are you?**:

Strong, forward
- thinking leadership skills and a supportive approach will be key tosuccess in this role along with an innovative mindset and a passion for leading impactful change.
You will also be able to demonstrate:

- Bachelor degree in management or other related field.
- 5-10 years experience in senior leadership positions managing credit, vulnerability, business and complaints functions in a fast paced and dynamic environment.
- An experienced senior leader having worked across large, complex functions with strong expertise in hardship, credit, collections and complaints resolution.
- Proven experience leading significant operational, system and cultural change initiatives across diverse and complex teams.
- Strength in analysing research and data to identify trends and emerging practice to inform strategy and service approaches.
- An innate ability to design customer centric processes that are efficient, automated, streamlined and where possible leverage technology and data to inform the ‘next best conversation’ for customers with a focus on safety by design principles.
- A systems thinking approach that considers the customer and employee experience by delivering broad, cross functional initiatives.
- Strength in managing ambiguity to solve complex challenges at senior organisational levels within a regulated environment.
- Proven ability to challenge the status quo, drive results, leverage technology and demonstrate resourcefulness for industry leading, fit for purpose solutions.

**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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