Head of Customer Experience & Service Delivery

CSIRO; Hervey Bay; Hybrid; AUD 150,000 - 190,000; Full time

Benefits offered by this job

Hybrid and flexible working

Discounted private health insurance

Study assistance and professional memb

Diversity and inclusion networks

Job summary

Unitywater is seeking a Head of Customer Service to lead our customer operations and resolve complex issues. You will provide senior leadership across customer operations, drive consistent, high‑quality service, and manage a 12‑month max‑term contract from our Maroochydore head office, with onsite work at Maroochydore and Mango Hill and a hybrid option.

You will guide a diverse team, nurture cross‑functional relationships with Field Services, Strategic Engagement and Engineering Solutions, and

Qualifications

• Significant senior leadership experience in customer service operations.
• Ability to lead teams, manage competing priorities and deliver strong customer and business outcomes.
• Experience managing complex, sensitive and long-running customer complaints and escalations.
• Skilled stakeholder manager, able to engage MPs, councillors and senior leaders to resolve issues.

Responsibilities

• Lead and oversee Unitywater's customer service operations and escalations.
• Build strong stakeholder relationships to drive positive outcomes.
• Lead and develop a diverse team with accountability and collaboration across functions.
• Collaborate with Field Services, Engineering Solutions and others to improve processes and prevent recurring problems.

Skills

Senior leadership

Customer service operations

Stakeholder management

Complex complaints

Team leadership

24/7 operations

Education

Tertiary qualification in Business/Commerce/Marketing

Job description

Unitywater is seeking a Head of Customer Service to lead our customer operations and resolve complex issues. You will provide senior leadership across customer operations, drive consistent, high‑quality service, and manage a 12‑month max‑term contract from our Maroochydore head office, with onsite work at Maroochydore and Mango Hill and a hybrid option.

You will guide a diverse team, nurture cross‑functional relationships with Field Services, Strategic Engagement and Engineering Solutions, and