Contact Centre Team Leader

Lead a dynamic multi-channel Contact Centre team
- Drive customer excellence and continuous improvement
- Shape service delivery in a fast-growing region

**About us**:
Unitywater operates in one of Australia’s most exceptional environments in terms of natural beauty, geographical and demographic breadth. Proudly providing safe and reliable water to customers in Moreton Bay, Sunshine Coast and Noosa, we are a water utility serving one of the fastest growing regions in the country.

We think a pretty good job starts here.

**About the role**:
As Contact Centre Team Leader (South), you will play a pivotal leadership role within the Customer Service leadership team, inspiring and guiding a team of Customer Service Officers across multiple locations to deliver outstanding, multi-channel customer service. You'll champion a culture of excellence by leading from within through coaching, mentoring, and empowering your team to exceed customer expectations and bring Unitywater’s values to life in every interaction.

You’ll collaborate and take ownership of service performance and be a key driver of innovation, identifying opportunities to improve processes, elevate our customer experience, and promote the Contact Centre’s strategic value across the organisation. We’re looking for you to bring your curiosity, embrace change and ask the right questions regarding our processes.

With your strong leadership presence, you'll manage escalations with confidence, foster team engagement, collaborative culture and support the professional growth of your people. This is an exciting opportunity to make a real impact

This is a full-time 12 month contract position based at our Southern Corporate Centre in Mango Hill, with the potential to assist with after-hours and on-call support, helping to ensure seamless service for our customers at all times.

**About you**:
Our One Unitywater behaviours - **Create the Future, Care Together, and Own It** - define how we work together at Unitywater. To contribute to this, you will demonstrate the following skills and qualities for the role:

- Considerable experience leading a multi-channel Contact Centre team in a fast-paced environment
- Excellent people leadership skills with a proven ability to coach, mentor, performance manage, motivate and build team capability
- Excellent problem-solving, conflict resolution, and decision-making skills
- A customer-first mindset and demonstrated success in delivering service improvements and customer value
- Experience within a peer leadership team, collaborating to manage change, lead initiatives, and use insights to inform strategy
- Strong written and verbal communication skills and high business acumen
- Certificate IV in Training and Assessment and relevant diploma-level qualifications
- Flexibility to support after-hours service and on-call responsibilities if required

**Working at Unitywater**:
We recognise that people are the essence of the water sector, and each team member provides the leadership, vision and skills that drives and delivers actions for our customers and communities.
We are committed to fostering a workplace that is diverse and inclusive, where you feel connected, are safe to be yourself and supported to be the best version of yourself.
As a Unitywater team member you will enjoy a range of benefits:

- **Flexibility**:We value flexibility and support work-life balance with flexible working, purchase annual leave and access to floating public holidays.
- **Wellbeing**:We offer several initiatives to support your wellbeing, such as: discounted private health insurance, salary packaging, employee assistance program, and access to discounts and benefits from a range of retailers.
- **Learning and Development**:We understand the importance of learning and offer a range of opportunities to feed your curiosity such as: Walk on Country with Traditional Custodians, study assistance, and access to a dedicated learning program and professional memberships.
- **Extras**:We understand the importance of connection and support you to care together by offering access to employee network groups focused on First Nations Reconciliation, LGBTIQ+, CALD, Gender, Life stage diversity, and accessibility.

When you apply, we welcome you to tell us your pronouns and any reasonable adjustments you may need during the interview process.

**Additional information**:

- We are proud to be recognised as an employer of choice for women by **WORK180**.
- We are proud members of **Pride in Diversity** and **Australian Disability Network**.
- We are a **2025 Circle Back Initiative Employer** - we commit to respond to every applicant.

**How to apply**:

- If you’re successful we will need you to undergo a few checks. We know they might not be the fun part, but you will need to confirm your right to work in Australia and complete relevant pre-employment checks, including verification of criminal history, drivers licence and driving history, alcohol and other d