Manager Customer Experience Operations

• Get the balance right - flexible working options available
• Ongoing career development opportunities
• Support the sustainable delivery of an essential service to the Lower Hunter community

We are seeking a Manager Customer Experience Operations to join our Customer Experience Strategy and Operations team with our Customer Services Division.

Our Company

At Hunter Water our Values define who we are as an organisation and how we behave. We strive to live these Values and it is shown in the work we do and the way in which we interact with each other.

We fundamentally believe in and commit to diversity and inclusion. We value an individual's unique capabilities, backgrounds, experiences and characteristics. We rely on these diverse perspectives to drive innovation and collaboration, to deliver the best outcome for our customers and communities.

It is this diversity of perspectives that will enable Hunter Water to meet the challenges of the future. We strive to create an inclusive environment where there is genuine equality of opportunity regardless of people's gender, age, cultural background, religion, sexual orientation, gender identity, disability and/or family status. We encourage you to apply and welcome all applications.

We are embarking on a new strategic direction to build a more innovative, collaborative and resilient organisation that is a thought leader in developing a sustainable water and wastewater future.

At Hunter Water we offer a range of employee benefits. For this position, these will include, but are not limited to:

Excellent flexible working and additional leave benefits including:

• Additional Public Holidays,
• 5 days additional paid Carers Leave per annum
• Paid Community Service Leave
• 14 weeks paid Parental Leave for both parents
• Access to hybrid work and other flexible options

Health & Wellbeing benefits including:

• Fitness passport
• Access to discounted health fund and health services
• Access to the Employee Assistance program

Remuneration & Hours:

• 35 hour working week
• Reward and Recognition Program
• Base salary $141000 plus Superannuation

The Opportunity

As the Manager Customer Experience Operations you will be responsible for leading and transforming the end-to-end frontline customer experience operations, which includes our Contact Centre and Customer Care and Support functions. This role will spearhead the transformation from a traditional customer service environment to an omnichannel customer engagement centre, leveraging modern technologies, while maintaining a strong focus on empathy, excellent customer service, and team development

What you'll do:

• Lead and inspire high-performing Customer Experience operational teams, fostering a people-first, customer- centric culture.
• Drive the transformation of customer experience operations through modern technologies and innovative processes.
• Oversee operational performance, ensuring service excellence, regulatory compliance, and continuous improvement.
• Build and manage strong relationships with vendors, stakeholders, and regulators to support strategic objectives.
• Enhance team capability and customer outcomes, aligned with the Corporate and Customer Experience Strategy.

What you'll need to be successful:

Essential Criteria:

• Extensive experience leading and managing Contact Centre and Customer Support or Escalated Complaints functions with a track record of driving transformation and innovation.
• Strong understanding of omnichannel customer engagement strategies and tools.
• Proficiency in leveraging technologies like AI, chatbots, and other technology platforms to enhance customer experiences.
• Results orientated, with a proven track record in meeting business plan and agreed KPIs and outcomes.
• Analytical mindset, capable of interpreting data and translating insights into actionable strategies.
• Ability to manage escalated and complex customer enquiries, representing the organisation with professionalism and applying policy and regulatory requirements as appropriate.
• Proven ability to manage successful vendor relationships in accordance with contractual requirements
• Exceptional communication skills, both verbal and written, with the ability to interact effectively with internal and external stakeholders
• Knowledge of customer complaint, care and vulnerability best practices, regulatory requirements, and industry trends.

Desirable Criteria:

• Experience in the water, utilities, or essential services sector.
• Familiarity with contact centre technology solutions (e.g. Genysys).
• Change management and project management experience.
• Demonstrated knowledge of developing and implementing customer experience strategy

Application Steps:

To be considered for this position applicants must submit a cover letter addressing the Selection Criteria above and provide a current resume.

Please click to view the click here.

Application closing date: Wednesday 3 September 2025

Contact: Donna Stephen Phone:

We are proud to be an Inclusive Employer committed to Inclusion, Diversity & Equity. People with disability, women and Aboriginal and Torres Strait Islander candidates are encouraged to apply. Applicants can request a reasonable adjustment at any stage during the recruitment process by getting in contact with the recruiter.

Employment with Hunter Water Corporation may be subject to pre-employment checks including but not limited to criminal background checks, functional assessment, drug and alcohol testing and psychometric assessment for preferred external applicants.