Chief of 24/7 Customer Service & Experience

Water Corporation; Perth; On-site; AUD 180,000 - 230,000; Full time

Benefits offered by this job

Two wellbeing days annually

Long service leave pro rata after 3+2

Superannuation employer contribution 9

Cultural and ceremonial leave up to 5%

Employee benefits package

Job summary

Water Corporation is seeking a Head of Customer Service to lead the state’s most visible customer service function. You will drive a large operational workforce across billing, enquiries, and 24/7 response, shaping a seamless experience for customers and communities.

You will set direction, manage performance, and collaborate across the organisation to deliver practical help, clear information and timely follow-up, 24/7, across channels.

Qualifications

• Extensive experience leading large customer service teams.
• Proven ability to manage 24/7 operations.
• Strong stakeholder management and budget responsibility.
• Experience in service improvement and data-driven decisions.
• Public sector or large utility experience is a plus.

Responsibilities

• Lead the 90-seat Contact Centre with 300k+ calls per year across enquiries, billing and service requests.
• Oversee the 24/7 customer response capability for timely updates during incidents.
• Drive multi-channel customer service improvements and consistent experiences.
• Lead workforce planning, rostering, recruitment, and training for large frontline teams.
• Support customers experiencing hardship or complex service needs.

Skills

Leadership

Customer service leadership

Operations management

Stakeholder management

Job description

Water Corporation is seeking a Head of Customer Service to lead the state’s most visible customer service function. You will drive a large operational workforce across billing, enquiries, and 24/7 response, shaping a seamless experience for customers and communities.

You will set direction, manage performance, and collaborate across the organisation to deliver practical help, clear information and timely follow-up, 24/7, across channels.