Team Leader 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**:
South East Water's (SEW) Customer Experience Group are on the search for a dynamic and progressive Team Leader to join their newly formed Customer Excellence team, reporting to the Customer Excellence Group Manager. The Team Leader will lead and inspire our customer facing team to create exceptional customer experiences that support achievement of our customer commitments and outcomes. As a People Leader, you play a crucial role in supporting delivery of our strategic objectives and customer and employee outcomes through leadership of your team and actively contribute towards the effective leadership of Customer Experience group as a whole.

To support our desired culture, delivery of high levels of service and the achievement of strategic objectives, the Team Leader will:

- Leverage progressive leadership approaches to support team members in reaching their full potential and maximising their contribution to the achievement of individual, team, group and organisational objectives.
- Provide dynamic leadership of the team and embody a customer-centric mindset, championing the Customer Interaction Framework to deliver high levels of service to customers across all channels.
- Build team capability through effective coaching approaches including regular one on one discussions, sharing feedbacking, discussing performance and supporting team member development.
- Drive high levels of accountability and initiative by actively embedding the use of knowledge base and other technology to build technical capability across our teams.
- Ensure high levels of compliance with our quality framework including legislative and regulatory obligations such as privacy.
- Leverage technical expertise to support team members with first level technical support and the effective handling of escalated matters to mitigate complaints.
- Foster close partnerships with the Operational Excellence team to enable effective resource optimisation and operational performance.
- Demonstrate leadership across the broader Customer Experience group through a ‘one team’ mindset and collective ownership of customer journeys and business outcomes.

**Who are you?**:
You're a customer focused Team Leader with a minimum of five years' experience leading a team of customer service officers responsible for providing service and advice. Although tertiary qualifications in business or other relevant fields would be beneficial, equivalent work experience in related roles will be considered.

Along with relevant experience, you'll also possess:

- Experience leading teams in a high-volume contact centre environment with the ability to drive high levels of operational performance.
- Thorough understanding and knowledge of contact centre industry, including the ability to drive efficient and effective operations.
- Experience working in a fast paced, dynamic and regulated environment with the ability to balance business, customer and employee needs.
- Demonstrated ability to lead, coach and develop high performing teams.
- High level of technical expertise across the areas of customer accounts, usage, billing, account authorisation, complaints, move in and move out, group accounts, refunds, adjustments and high bills.
- Demonstrated experience employing influencing skills to drive optimal outcomes for people, customers and businesses.
- Ability to deal with ambiguity with the capacity to develop a clear course of action and make effective business decisions despite, at times having incomplete information.

Please refer to the position description for a full list of knowledge, skills and experience.

**What's in it for you?**:
Working at South East Water means you can enjoy a wealth of benefits, starting with the chance to be part of an organisation deeply committed to environmental initiatives and sustainability; one who has been recognised as one of the top 101 Workplaces for Women in Australia by Work180 for the past two consecutive years.

South East Water cultivates a dynamic culture that emphasises collaboration and strong work ethics, supported by career-focused learning and development opportunities.

As a SEW employee, you can enjoy the following offerings from our benefits package:

- Access to My Fitness Passport, an Employee Assistance Program (EAP), annual flu shots, and health checks.
- Work-life balance with flexible working arrangements, including hybrid work options and leave p