Customer Services Manager

There's No Us Without U. Care with Us, for Today and Tomorrow

There's no life without water, and at Urban Utilities, we live and breathe that knowledge every single day. It's why our people are so passionate about what they do and how they do it. And it's why we need people like YOU. Come shape our future with us and make a real and lasting impact across our teams.

Your opportunity:

We're seeking people and performance focussed Customer Services Manager to lead Urban Utilities Contact Centre team through a period of growth and transformation. This is a 12-month opportunity due to the current leader working on an internal secondment project.

The Customer Services Manager is a key operational leader within our Customer and Innovation portfolio, leading a diverse and talented team. With more than 250,000 customer interactions a year, our Contact Centre is at the heart of how people experience us - whether it's general enquiries, faults and emergencies, complaints or complex case management.

Working closely with key stakeholders across our business and externally, the Customer Services Manager provides strategic leadership to deliver continuous improvement to the customer and employee experience. The role focuses on solving customer problems, driving sustainable business performance, and creating an inclusive high performance culture within the Contact Centre.

About you:

You are a people-first leader who thrives on empowering others, with a proven track record in delivering exceptional customer experiences, driving successful change initiatives, and providing strategic operational leadership across large, diverse teams. You bring:

• Proven experience managing teams through change
• Leading large and diverse teams with CARE
• Exceptional internal & external stakeholder engagement skills
• Passion for customer care and operational leadership
• Ability to connect with your team on a human level and lead with care and clarity
• Track record of driving process improvement and delivering results
• Utility, local government, or service provider environment contact centre highly desirable
• No specific system knowledge is required - we're looking for leadership, not technical expertise.

At UU, we celebrate diversity. We genuinely believe that bringing together diversity of thoughts, perspectives and expressions is key and crucial to our success as a business. You might find you meet some, but not all, of the job requirements for this role. We'd still encourage you to apply as we we're looking for the right human being for this role - it's about so much more than ticking all the boxes

Performance of 'on call' duties are an inherent requirement of this role. This requires that the employee must be available to be on-call and to attend to work matters, both in person and remotely, outside of normal working hours, including evenings, weekends and public holidays, as reasonably required to fulfill the requirements of the position. The days, times, duration and frequency of on call arrangements may be subject to change, including at short notice, as required by Urban Utilities' operational needs as applying from time to time. At all times whilst on-call, you must be fit for duty, contactable, and able to respond, including the ability to physically attend if required, to the operational needs of the business within a reasonable timeframe and in a safe manner.

Why Urban Utilities?

At Urban Utilities, the work we do is about so much more than the bottom line. We're a leading provider of world-class drinking water and wastewater services to the vibrant communities of Brisbane, Ipswich, Lockyer Valley, Somerset, and Scenic Rim. As we continue to grow, we're committed to planning ahead and shaping a sustainable future around water for generations to come.

At the core of our work lies genuine care: for our team, our customers, communities, and the environment. From the flush of a toilet to major infrastructure projects and residential developments, we're dedicated to being there every step of the way.

Our HQ is in Fortitude Valley, Brisbane, but you'll find us all over SEQ - working in cool places like the SAS Laboratory in Darra, field-based depots in Eagle Farm, Acacia Ridge, Bundamba, and wastewater treatment plants dotted across the region.

We know the chance to thrive, and progress comes hand in hand with the support to balance work with life. So, you'll access an increasingly diverse range of benefits and initiatives that'll help you bring the best you. Speaking of which, here's just a sample of the benefits we offer our team:

• Generous Salary Packaging options, including novated leases
• Corporate discounts across Health insurance, technology and more
• 18 weeks of paid parental leave, 15 days personal leave including two proactive wellbeing days, and an additional day of leave each year to connect with friends and family
• Flexibility at UU depends on the type of work you do but could include options such as, 9-day fortnights and flexible days. Talk to us about what flexibility means to you
• Urban Utilities is an endorsed employer for all women. See our range of benefits and policies directly at WORK180

Visit our website to learn more about us at

How to apply

Click on the 'Apply" to complete your application.

Please submit all applications by 11/10/2025

Please note: applicants will be required to undergo a Pre-employment medical, which may include Drug and Alcohol testing, as well as other background checks as part of the recruitment process for this role.

For further information please contact our Talent team