Customer Services Team Leader - Multi-Location & Performance

Lower Murray Water; Mildura; On-site; AUD 90,000 - 130,000; Full time

Benefits offered by this job

Flexible work arrangements

Career development

Health and wellbeing initiatives

Inclusive team environment

Competitive salary under Enterprise A

Job summary

Lower Murray Water is seeking a capable Team Leader for Urban Customers to drive service excellence and lead a team of Customer Service Officers across multiple locations. You’ll coordinate resources, monitor performance, and foster a positive, high-performing culture while ensuring compliant processes and continuous improvement.

You’ll develop staff capability, report on service outcomes and support stakeholder relationships to deliver excellent customer experiences.

Qualifications

• You are an experienced people leader who enjoys developing others, driving performance and delivering excellent customer service outcomes.
• You thrive in a fast-paced environment, are highly organised and can confidently manage competing priorities.
• Extensive experience leading and managing people in a customer-focused environment.
• Strong written and verbal communication skills, including negotiation and conflict resolution.
• Experience setting, monitoring and reporting on KPIs.
• An ability to interpret and apply legislation, customer charters and compliance requirements.
• Experience managing internal and external stakeholder relationships.
• Demonstrated experience building positive team cultures and leading by example.
• Experience identifying and implementing process improvements.
• Strong customer management system and database skills.

Responsibilities

• Coordinating customer service resources across multiple locations.
• Leading, coaching and developing a team of Customer Service Officers.
• Monitoring team performance and supporting achievement of service objectives and KPIs.
• Overseeing customer service processes to ensure consistency, accuracy and compliance.
• Preparing reports and providing updates on team and service performance.
• Identifying and implementing process improvements to enhance customer outcomes and operational efficiency.
• Building strong relationships with internal and external stakeholders.
• Supporting a collaborative, positive and solutions-focused team culture.

Job description

Lower Murray Water is seeking a capable Team Leader for Urban Customers to drive service excellence and lead a team of Customer Service Officers across multiple locations. You’ll coordinate resources, monitor performance, and foster a positive, high-performing culture while ensuring compliant processes and continuous improvement.

You’ll develop staff capability, report on service outcomes and support stakeholder relationships to deliver excellent customer experiences.