Customer Care Centre Transformation Leader

SA Water; Adelaide; On-site; AUD 180,000 - 240,000; Full time

Job summary

SA Water is seeking a senior leader to head the Customer Care Centre in South Australia, shaping how customers experience service across 24/7 operations. You will drive customer advocacy, manage complex complaints and lead transformation initiatives that link policy, technology and people.

Working with executive leaders and regulators, you will develop capability, empower leadership and ensure delivery excellence while focusing on vulnerable customers and the community we serve.

Qualifications

• Relevant qualifications in business management or related discipline, or equivalent experience.
• Knowledge of leading practices and technology in contact centre environments.
• Broad knowledge of customer service delivery initiatives across industries.
• Proven ability to make effective decisions in a fast-paced environment.
• Highly developed communication and engagement skills.
• Ability to build constructive relationships across a large organisation.
• Strong financial acumen and experience in debt management, including hardship support.
• Experience leading large, multidisciplinary, 24X7 contact centres.
• Demonstrated self-management and ability to work autonomously.

Responsibilities

• Effectively manage recruitment, development and retention of a large and diverse workforce in a 24x7 environment.
• Oversee general call centre, service desk, debt recovery and escalated complaints resolution.
• Lead field-based response activities and cross-functional collaboration.
• Identify and implement customer service delivery improvements to boost satisfaction and brand perception.
• Ensure a current business plan aligned to SA Water Strategy with aligned staff goals.
• Plan long-term service delivery transformation across touchpoints using leading practice tech and processes.
• Manage a 24x7 operation within a $12.5m expenditure and $2.5m revenue budget.

Job description

SA Water is seeking a senior leader to head the Customer Care Centre in South Australia, shaping how customers experience service across 24/7 operations. You will drive customer advocacy, manage complex complaints and lead transformation initiatives that link policy, technology and people.

Working with executive leaders and regulators, you will develop capability, empower leadership and ensure delivery excellence while focusing on vulnerable customers and the community we serve.