Head of Customer Experience - 12-Month Contract

Unitywater; Brisbane; Hybrid; AUD 180.000 - 240.000; Vollzeit

Benefits dieser Stelle

Hybrid working

Discounted private health insurance

Learning & development opportunities

Staff discounts

Zusammenfassung

Unitywater is seeking a Head of Customer Service for a 12-month max-term contract to lead and develop the Customer Service function within the Customer Experience unit. The role focuses on resolving complex customer issues, coaching leaders, and driving a high-quality, consistent service across contact centres and related teams.

You will build strong cross‑functional relationships, navigate sensitive escalations, and guide improvements to processes while balancing customer needs with commercial

Qualifikationen

• Hold a tertiary qualification in Business, Commerce, Marketing or a related discipline.
• Significant senior leadership experience in customer service operations.
• Experience managing complex, sensitive and long-running customer complaints.
• Proven stakeholder management with senior internal stakeholders.
• Proactive, solutions-focused and cross-enterprise collaboration.
• Influential relationship builder with executive stakeholders.
• Strong people leadership and coaching of emerging leaders.
• Experience leading high-volume customer service operations; 24/7 utility or similar.
• Commercial acumen with understanding of customer experience and service improvement.

Aufgaben

• Lead and develop a diverse team across customer service, ensuring consistent, high-quality service.
• Foster a culture of curiosity, accountability, collaboration and continuous improvement.
• Influence outcomes, coach emerging leaders, balance customer needs with commercial priorities.
• Manage escalated complaints and engage directly with difficult customers when needed.
• Collaborate with internal stakeholders and senior leaders to resolve issues and improve processes.

Kenntnisse

Senior leadership

Customer service operations

Stakeholder management

People leadership

High-volume contact centres

Commercial acumen

Ausbildung

Bachelor’s degree in Business/Commerce/Marketing or related

Jobbeschreibung

Unitywater is seeking a Head of Customer Service for a 12-month max-term contract to lead and develop the Customer Service function within the Customer Experience unit. The role focuses on resolving complex customer issues, coaching leaders, and driving a high-quality, consistent service across contact centres and related teams.

You will build strong cross‑functional relationships, navigate sensitive escalations, and guide improvements to processes while balancing customer needs with commercial