Customer Care

1 month ago

Frankston, Australia South East Water Full time

Who are we?

We’re here to help people live well and create a better and more sustainable future. We support healthy and liveable communities by delivering water, sewerage, and recycled water services to 1.77 million people who rely on us every day and every night. At South East Water, we innovate with purpose and act with care to deliver healthy water for life. Fresh thinking and collaboration are at the heart of our organisation. We are constantly learning, embracing the challenges of today and excited by the opportunities that tomorrow will bring.

At South East Water, we believe in putting our customers at the heart of everything we do  As a leader in water service and provision, we're committed to delivering exceptional experiences that exceed expectations. We're on a mission to revolutionise the way we listen, understand, and respond to our customers' voices, and we need your expertise to make it happen  

The role

In this newly developed role, the Customer Care & Support Manager will report directly to the Group Manager Customer Solutions, and work closely with the wider leadership team. This role is focussed on the delivery of our customer, community, employee, and shareholder outcomes through leadership the Customer Care & Support team.

The Customer Care & Support Manager will provide dynamic and forward-thinking leadership to ensure the provision of a comprehensive support offering to customers experiencing hardship and/or vulnerability whilst supporting South East Water to achieve financial sustainability through effective debt management practices.

Who are you?

You have prior experience in a similar role, and Tertiary qualifications in business administration, finance, or another related field. You’re a people person, and your experience leading high performing teams allows you to build team capability and competence with consideration of future skill requirements.

With a background in credit, collections, hardship/vulnerability, complaints, and business customer functions within a large, complex, government or corporate organisation, you recognise the importance of understanding our customers. You can deliver strategies and practices which support financial sustainability whilst balancing support to customers and can effectively influence and negotiate outcomes with residential and business customers.

From your years of experience, you have highly developed analytics and financial skills with the ability to draw insights and develop improvement plans to support areas of focus. You’re a strong communicator and have experience liaising with government bodies and departments and a sound understanding of regulatory, legislative and compliance obligations.

What's in it for you?

  • A commitment to work-life balance with truly flexible working arrangements, including hybrid working and leave purchasing.
  • 15 weeks paid parental leave for all parents and paid super on unpaid parental leave.
  • Enjoy modern office facilities with panoramic beachfront views and free on-site parking and cultural leave.
  • A great culture working in collaborative teams with strong work ethics, with career focused learning and development opportunities.
  • The opportunity to be part of an organisation committed to environmental initiatives.

We're for everyone

We do meaningful work, but how we do it is just as important. We’re here to help people live well, protect the environment, and keep healthy water and resources accessible and affordable for all.  We know to make a positive difference we need to support our people to be their very best. Flexibility and innovation are at the heart of how we work.  But it’s our people’s collective ambition, authenticity and differences that bring our culture to life.

Our people are as diverse as the communities we serve. Everyone brings a unique voice and a refreshing perspective that keeps us innovating. It makes us better learners, thinkers and collaborators, helping create better outcomes for our customers. Even though we’re all different, we still share a common goal to deliver healthy water for life. 

We encourage applications from Aboriginal and Torres Strait Islander People, members of the LGBTIQ+ community, people with disability and from culturally diverse backgrounds. We aim to provide an inclusive and accessible workplace for everyone. If you need any help with the application process or would like to discuss your reasonable adjustments during interviews, or to learn more about the role, please contact: careers@southeastwater.com.au.

Keen to make an impact?

Click here to check out the position description. We're accepting applications for this exciting opportunity until Thursday, 30th May 2024.

Visit southeastwater.com.au to learn more about us and how we serve our customers. 

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