Manager - Retail Customers and Billing

3 days ago

Melbourne, Australia Hudson Australia Full time

Goulburn Valley Water (GVW) is seeking a Manager for the Retail Customers and Billing team. In this exciting and challenging role, you will be responsible for inspiring the delivery of respectful and responsive customer services to GVW's 60K+ residential and small business customers. Working in a diverse region, you will be innovative in adapting to meet the needs of the community while balancing affordability, value for money and fairness. As Manager Retail Customers and Billing, you will develop and be the face of the enterprise-wide customer strategy delivering GVW's strategic goals, promoting and fostering positive industry and regulatory relationships, and providing expert advice and guidance to GVW's executive team. You will play a leading role - internally and externally - to ensure GVW delivers on its promises to customers, maintaining trust with communities and regulators, and delivering a step change in customer and service excellence. **The Opportunity** - Lead, motivate and inspire direct reports with a focus on service excellence and continuous improvement that aligns with the organisation's strategic direction. - Set clear expectations of performance and behaviour and measure performance of individuals and the teams based on best practice management techniques and principles. - Deliver significant improvement in service, efficiency, and customer outcome through developing and embedding a "Service Excellence" culture, underpinned by techniques, tools and ways of working that drive continuous improvement culture. - Actively lead the execution of GVW's strategic customer engagement strategy. - Develop a refreshed Customer Strategy that aligns to GVW's 2035 strategy, underpins delivery of our customer promise and provides practical options for how the business will engage with and adopt customer input into decisions and plans. - Be a leader during incident response to ensure customer needs are central. - Maintain data integrity across all Customer Personal Data, Connection Tariff and Billing Data and Metering Data including asset, consumption, and configuration. **About You** If this opportunity is inspiring you and you have the skills, expertise and passion for delivering exceptional customer service and driving service excellence, we want to hear from you. **Essential** - Current Motor Vehicle Licence - Australian Citizen, permanent resident or a visa permitting you to work in Australia. - National Police Check clearance - COVID-19 Vaccinated or Exemption **Where you'll be working**:

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