Customer Service Team Leader

South Gippsland Water; Foster; Hybrid; AUD 105,000 - 116,000; Full time

Benefits offered by this job

Career development

Flexible work options

Paid Parental Leave

Wellbeing programs

Work from home flexibility

Job summary

South Gippsland Water is seeking an experienced Customer Service Team Leader to drive service delivery across our customer base of 22,000+ across 22 towns. The role emphasizes empathetic communication, teamwork and leadership to guide change and improve processes.

We offer flexible working arrangements, strong development opportunities and a base location in Foster with options to work from home or other offices in Wonthaggi or Leongatha.

Qualifications

• Demonstrated experience in high paced customer service environment.
• Interpersonal and communication experience and ability to relate to customers with empathy.
• Ability to lead and guide teams through change and process redesign.
• Time management across a team to meet regulatory and organisational timeframes.
• Written and verbal communication with varied audiences.

Responsibilities

• Lead a Customer Service team to deliver organisational priorities.
• Guide teams through change and redesign processes.
• Prioritise and manage a range of work to meet deadlines.
• Ensure quality and adherence to regulatory timeframes.

Skills

Customer service

Interpersonal skills

Communication

Teamwork

Time management

Written communication

Leadership

MS Word

MS Excel

MS Outlook

Billing system

Job description

Flexible Working Arrangements Available

Attractive Salary Packaging options available (eligibility conditions apply)

SGW Enterprise Agreement Band 8: $104,614.14 - $115,886.90 plus statutory superannuation and leave loading

About South Gippsland Water

As a public sector entity, South Gippsland Water is a Victorian Water Corporation responsible for water and wastewater service provision for over 22,000 customers located in 22 towns across a service delivery area of more than 4,000 square kilometres. We manage, maintain, and operate 8 water and 12 wastewater systems.

Why Work for South Gippsland Water

With its unspoilt beaches, world famous Wilsons Promontory at your doorstep, wineries, gourmet restaurants and cafes, farmers markets, a relaxed lifestyle and a pleasant 2-hour drive from Melbourne CBD, you can have the best of both worlds.

With our Corporate Office based at Foster, South Gippsland Water employs a broad range of people in various roles, ranging from office to field based roles across the South Gippsland Region.

Benefits

• Strong focus on career opportunities, professional development and training
• Highly flexible work options, including modified hours and/or work weeks
• Employee Assistance Program and broad wellbeing offers
• Family friendly workplace, including Paid Parental Leave
• Flexibility to work from home, with base location at any of our offices in Wonthaggi, Foster or Leongatha
• Diversity is celebrated and respected as important for our wellbeing and success. Through our Equity, Inclusion and Diversity Strategic Plan, Gender Equality Action Plan and upcoming Reconciliation Action Plan we are actively working to address the gender pay gap, create opportunities for underrepresented groups and partner with Traditional Owners.

About The Role

We are currently seeking an experienced person to join SGW as a Customer Service Team Leader. The key requirements of the role are:

• Customer Service: Demonstrated experience in high paced customer service environment, interpersonal and communication experience and able to relate to customers with empathy.
• Teamwork: Contributes positively to team operations and working relationships.
• Leading Through Change: guiding people through uncertain times and projects that impact teams. The ability to re-design processes for effective delivery of change.
• Time Management and Flexibility: Prioritise and manage a range of work across a team, ensuring most important tasks are completed in line with regulatory and organisational timeframes, quality and priorities.
• Written and Verbal Communication: Communicates effectively with a varied audience both verbally and written.
• Leadership: Effectively leads a team to deliver organisational priorities, develop people capabilities and contribute to wider divisional outcomes.
• Demonstrated computer skills with proficiency in MS Word, Excel, Outlook and preferable in a customer billing system.