Customer Channels Lead

• Location: Geelong
• Statuses: Flexible; Full time

• Exciting role combining strategy, innovation and operations.
• Lead an industry-recognised, award-winning team.
• Drive an enhanced focus on customer experience and care.

Are you looking for a high-impact team shaping customer orientated role? Does operational excellence combining innovation sounds of interest? If so, read on…

Barwon Water's Customer Centre delivers key services that engage and support our customers, community, and stakeholders. These include customer service and support, connection services, metering, billing, credit management and customer experience initiatives. This vital role will be pivotal in facilitating Barwon Water's strategic vision of enabling regional prosperity, requiring organisation-wide collaboration and a dedicated focus on our CX vision and commitments.

The Customer Channels Lead sets the strategic direction for Barwon Water's customer channels and drives a culture of customer centricity, continuous improvement, operational excellence and employee engagement.

As a member of the Customer Centre leadership team, the role is accountable for the operational performance of Barwon Water's Contact Centre, Customer Care Team, and customer contact channels.

Successful leadership of this function requires the ability to seamlessly switch between future focused, strategic thinking and the delivery of daily operational objectives. You'll be adept at maintaining productive internal and external relationships, through expert people and stakeholder engagement skills.

Your demonstrated experience in leading teams through change, with a track record in digital capability uplift an advantage.

Your tertiary qualifications in business or commerce, combining with your extensive operational leadership in a contact centre environment may underpin your success in this role. You will thrive in a setting that will empower your decision making and where your experience will bring value to an award-winning team, focussed on CX and delivering on community expectations.

Barwon Water is Victoria's largest regional urban water corporation, with more than 110 years' experience in delivering world-class water, sewerage and recycled water services to our customers and community. More than just taps and toilets, we're a pivotal player in the region's ongoing social, economic and environmental prosperity.

We care about where we live and work, and we're always looking for like-minded people to join our team.

At Barwon Water, we believe that every individual has something valuable to offer. We understand that the more diverse workforce, the wider the variety of ideas we bring to the table.  Enjoy being part of an organisation that values results, personal and professional growth, workplace diversity and a balance between work and life commitments.

Our work requires more than just engineering and scientific solutions. We're learning from the tens of thousands of years of knowledge and insight from Traditional Custodians. Aboriginal and Torres Strait Islander people are encouraged to apply for this position.

Does this opportunity sound like it might be a good fit for you?

Ready to apply?  Submit your cover letter and resume now.

Enquiries to Sally White, Head of Customer Centre, on

Applications close Sunday, 14 September 2025.

We lead. We learn. We deliver. We care about a better future.

If we can assist you with any reasonable adjustments in order to submit your application for this role, please contact the Talent Acquisition team via email at noting your preferred method of communication and contact details and a member of the team will be in touch.