Customer Service Manager

Murrumbidgee Irrigation; Griffith City; On-site; AUD 110,000 - 140,000; Full time

Benefits offered by this job

Career development through mentoring,

Competitive remuneration

Skin checks and flu shots annually

Annual fitness payment

Life insurance cover

Wellbeing initiatives

Job summary

Murrumbidgee Irrigation in Griffith NSW is seeking an experienced Customer Service Manager to lead our Contact Centre and shape the future of customer service across MI. You will oversee day-to-day operations, ensuring timely, accurate and consistent support across channels while driving service standards and continuous improvement.

You will develop a high-performing team, manage performance metrics, collaborate across the business, and deliver outcomes that strengthen customer journeys,

Qualifications

• Proven leadership experience in customer service or contact centres.
• Strong communication and stakeholder engagement skills.
• Experience driving customer service excellence.
• Analytical and problem-solving skills with data-informed decisions.
• Experience managing customer enquiries, complaints and escalations.
• Understanding of contact centre metrics (ASA, abandon rate, AHT, NPS/CSAT).

Responsibilities

• Lead, coach and develop a high-performing Contact Centre team with a values-driven culture.
• Oversee Contact Centre operations, including workforce planning and service delivery across channels.
• Drive service excellence by monitoring performance and using data insights.
• Collaborate across the business to enhance systems and customer experiences.
• Manage complex customer issues and escalations to timely resolutions.
• Maintain compliance, risk management and continuous improvement.

Skills

Leadership experience

Customer service excellence

Data analysis

Stakeholder engagement

Change management

Education

Bachelor's degree in Business, Management or related field

Tools

CRM systems

Workforce planning tools

Analytics software

Job description

Make meaningful impact in a values-driven organisation.

AtMurrumbidgee Irrigation,we support our customers, strengthen regional communities and support agricultural success.Our job is simple - to deliver water in the best way possible.

We're seeking an experienced Customer Service Manager to lead our Contact Centre team and play a key role in shaping the future of customer service at Murrumbidgee Irrigation.

In this role you will lead the day-to-day operation of the Contact Centre to ensure customers receive timely, accurate and consistent support across all service channels. This is an opportunity to drive service excellence, improve customer experience and lead meaningful change across our organisation.

About the role

You will play a key role in shaping customer journeys, improving processes and enhancing service delivery across MI. Leading and developing a high-performing Contact Centre team, you will ensure customers receive timely, accurate and consistent support while driving service standards, workforce performance and continuous improvement initiatives. This is an opportunity to influence how customers interact with MI, optimise systems and processes, strengthen collaboration across the organisation, and foster a customer-focused culture that delivers positive outcomes for our customers, communities and continuous improvement of the business.

Key Responsibilities

Lead, coach and develop a high-performing Contact Centre team, fostering a safe, positive and values-driven culture.

Oversee Contact Centre operations, including workforce planning, resourcing and service delivery across all customer channels.

Drive customer service excellence by monitoring performance, using data insights and improving customer outcomes.

Collaborate across the business to enhance systems, processes and customer experiences, while supporting change initiatives.

Manage complex customer issues and escalations to achieve timely, effective resolutions.

Maintain compliance, risk management and operational standards, driving continuous improvement and best-practice service delivery.

What you'll bring

Proven leadership experience in customer service or contact centre environments, with a track record of developing high-performing teams.

Strong communication and stakeholder engagement skills, with the ability to build relationships and influence outcomes.

Experience driving customer service excellence and improving service performance.

Analytical and problem-solving skills, with the ability to use data to inform decisions and continuous improvement.

Demonstrated capability in managing customer enquiries, complaints and escalations.

Understanding of contact centre operations and performance metrics, with a focus on delivering customer outcomes. (e.g., service standards, ASA, abandon rate, AHT, quality, FCR, NPS/CSAT).

Relevant qualifications in Business, Management or a related field, or equivalent experience.

Commitment to safety, compliance and organisational values.

We offer:

• Competitiveremunerationand access to salary packaging options
• Career developmentthrough mentoring,trainingand internal mobility
• Companybenefitsincludingannual skin checksandflu shots,an annualfitnesspayment,life insurancecoverandaccess to other wellbeing initiatives.
• Clarity, Connection,Vulnerabilityand Improvement

Applications close:whenfilled

For any questions, please contact the team via email at ***********@mirrigation.com.au