Customer Experience Lead

LiveHire Limited; City Of Stirling; Hybrid; AUD 90,000 - 120,000; Full time

Benefits offered by this job

Flexible work options

Wellbeing days

Long service leave pro rata after 3+

Employer superannuation contribution 9

Additional leave options

Job summary

Water Corporation is seeking a Customer Service Team Leader to lead, coach, and inspire a team of customer service professionals in a fast-paced, customer-focused environment. The role emphasizes developing capability, enhancing outcomes, and driving performance through coaching and continuous improvement.

The position offers flexible work options, wellbeing days, and other benefits while maintaining a strong focus on delivering outstanding service and building a high-performing team culture.

Qualifications

• Proven experience leading teams in customer service or contact centre environments.
• Exceptional coaching and leadership skills with focus on capability building.
• Strong communication and change-management abilities.
• Customer-centric mindset with focus on service outcomes.
• Experience analysing performance data and driving improvements.
• Experience supporting outbound campaigns and evaluating performance.

Responsibilities

• Inspire, coach, and mentor a team of consultants to achieve targets.
• Build team capability through coaching, training, and development opportunities.
• Foster a positive, inclusive, high-performing team culture based on accountability.
• Support career growth through development plans and performance conversations.
• Monitor performance, productivity, and quality; provide targeted coaching.

Skills

People leadership

Customer service leadership

Coaching

Performance management

Data-driven decisions

Campaign experience

Job description

About the Role

Are you a passionate people leader who thrives on developing high performing teams, delivering exceptional customer experiences, and driving results? We are looking for an experienced Customer Service Team Leader to lead, coach, and inspire a team of customer service professionals in a fast paced and customer focused environment.

This is an exciting opportunity for a Leader who combines strong people leadership with operational excellence. You will play a key role in building team capability, enhancing customer outcomes, and driving performance through coaching, data driven decision making and continuous improvement.

Real benefits that matter

• Real flexibility with options to work from home, flexible work hours
• Two well‑being days each year to recharge, relax and enjoy life (separate to standard paid sick/personal leave)
• Access to long service leave pro rata after 3 years of service
• Take advantage of our co‑contribution superannuation scheme. Receive a 12% employer contribution and enjoy an additional 2% employer co‑contribution when you elect to salary sacrifice 2%
• Purchase additional leave of up to 12 weeks or work 4 years at a reduced salary and take the fifth year off as paid leave
• Aboriginal and Torres Strait Islander cultural and ceremonial leave of up to 5 days so you can maintain your cultural connection and wellbeing.
• Annual leave loading – an extra 17.5% pay when you use your annual leave

What the role will involve:

Lead and develop people

• Inspire, coach, and mentor a team of consultants to achieve and exceed performance targets.
• Build team capability through ongoing coaching, training, and development opportunities.
• Create a positive, inclusive, and high performing team culture build on accountability, collaboration, and engagement.
• Support individual career growth through meaningful development plans and performance conversations.
• Monitor performance, productivity, and quality measures, providing targeted coaching and support where required.

About you:

You are an energetic and engaging leader who brings out the best in others and creates an environment where people can thrive.

• Proven experience leading teams in a customer service, contact centre or customer operations environment.
• Exceptional coaching and leadership skills, with a passion for developing people and building capability.
• Strong communication skills and the ability to lead teams through change and clarity, empathy, and confidence.
• A customer centric mindset and commitment to delivering outstanding service outcomes.
• Demonstrated ability to analyse performance data, identify opportunities and drive improved results
• A proactive solution focused approach to problem solving and continuous improvement.
• Experience managing or supporting outbound campaigns, including performance monitoring and optimisation
• The ability to build strong relationships, foster collaboration, and create a culture of accountability and success

This is more than a leadership role. It is an opportunity to make a genuine impact on your team, our customers, and broader business. You will join a supportive environment where your ideas are valued, and leadership is recognised, and your development encouraged.

Please note:

By applying for this role, you are consenting to your current and previous line managers being contacted as references.

As part of the recruitment process, you may be required to complete pre-employment screening which commonly includes - but is not limited to - a medical, qualification check, police clearance and Australian working rights check. If you would like the full list of pre‑employment screening checks prior to applying, please contact [e-mail]

Applications close Friday 16 October.

We reserve the right to withdraw this ad prior to the closing date

Our commitment to a diverse and inclusive workplace:

Diversity and inclusion are more than words. They guide us on building a thriving workforce that reflects the diversity of our customers and our community.

We encourage applications from every background, including Aboriginal and Torres Strait Islander people, people with disability, women, youth, LGBTQIA+ folks and people from culturally and linguistically diverse backgrounds.

We are committed to ensuring an accessible and inclusive work environment to enable people with disability to participate fully in all aspects of employment.

Applicants with disability who require adjustments during the recruitment process including an alternative format of the application form, can contact a Recruitment Officer at [e-mail] or 08 9420 2000.

To read our diversity and inclusion statement, please visit our website