Head of Customer Service

Unitywater; Brisbane; Híbrido; AUD 180.000 - 240.000; Tempo integral

Benefícios oferecidos por esta vaga

Hybrid working

Discounted private health insurance

Learning & development opportunities

Staff discounts

Resumo da vaga

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

Qualificações

• 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.

Responsabilidades

• 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.

Conhecimentos

Senior leadership

Customer service operations

Stakeholder management

People leadership

High-volume contact centres

Commercial acumen

Formação

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

Descrição da vaga

About the role:

This is an opportunity to lead Unitywater’s Customer Service function for a 12-month maximum-term contract. As Head of Customer Service, you’ll provide senior leadership across customer operations, ensuring complex customer issues are resolved effectively and our teams collaborate to deliver consistent, high-quality service.

You’ll lead and develop a diverse team, building strong relationships across the business, particularly with Field Services, Strategic Engagement and Engineering Solutions. You’ll foster a culture of curiosity, accountability, collaboration and continuous improvement, while taking a proactive approach to problem‑solving and navigating complexity. Through your ability to influence outcomes, coach emerging leaders and balance customer needs with commercial priorities, you’ll play a key role in driving team performance and delivering successful business outcomes.

Working closely with internal stakeholders, senior leaders, executives, you’ll help manage complex issues, while identifying opportunities to improve processes and prevent recurring problems. You’ll bring a hands‑on approach to managing escalated complaints, including engaging directly with difficult customers to resolve sensitive and long‑running matters where needed. The role is based at our Maroochydore head office, with a requirement to work onsite at both our Maroochydore and Mango Hill customer service centres. Some hybrid working will be considered.

About the Team

You’ll lead Unitywater’s Customer Service function within our Customer Experience business unit, bringing together teams across contact centre operations, customer relationships, service improvement, customer assurance, and credit and collections. Working collaboratively with colleagues across the business, you’ll help resolve complex customer matters, strengthen stakeholder relationships and deliver a consistent, customer‑focused experience for our communities.

About you:

Our One Unitywater behaviours – Create the Future, Care Together, and Own It – define how we work together at Unitywater. To contribute to this, you will demonstrate the following skills and qualities for the role:

• Hold a tertiary qualification in Business, Commerce, Marketing or a related discipline.
• Bring significant senior leadership experience in customer service operations, with the ability to lead teams, manage competing priorities and deliver strong customer and business outcomes.
• Have demonstrated experience managing complex, sensitive and long‑running customer complaints and escalations, including personally engaging with difficult customers to resolve issues.
• Be an experienced stakeholder manager, confident navigating high‑profile complaints and working collaboratively with internal teams to resolve issues raised by senior stakeholders, including Members of Parliament and councillors.
• Have a proactive, solutions‑focused approach, with a track record of taking ownership, working across an enterprise and driving issues through to resolution.
• Be an influential relationship builder who can work effectively with executive leaders, senior peers and cross‑functional teams to achieve shared outcomes.
• Demonstrate strong people leadership, with the ability to hold yourself and others accountable, build a positive and constructive culture, and coach and develop emerging leaders.
• Bring experience leading high‑volume customer service operations, ideally including contact centre management. Experience in a 24/7 utility or similarly complex service environment, such as telecommunications or energy, will be highly regarded.
• Hold a tertiary qualification in Business, Commerce, Marketing or a related discipline, with strong commercial acumen and an understanding of customer experience, service improvement and relevant regulatory obligations.

Working at Unitywater

• Flexibility: We value flexibility and support work‑life balance with hybrid and flexible working, purchased annual leave and access to floating public holidays.
• Wellbeing: We offer several initiatives to support your wellbeing, such as discounted private health insurance, salary packaging, employee assistance program, and access to retailer discounts and benefits.
• Learning and Development: We offer a range of opportunities to feed your curiosity such as: Walk on Country experience, study assistance, access to a dedicated learning program and professional memberships.
• Diversity: We celebrate, value and include people of all backgrounds, gender and expressions, sexualities, cultures, bodies and abilities. We invite you to join our dedicated employee networks focused on First Nations Reconciliation, LGBTQIA+, CALD, Gender, Life Stage, Disability and Accessibility.

About us:

Unitywater operates in one of Australia’s most exceptional environments in terms of natural beauty, geographical and demographic breadth. We operate on Kabi Kabi, Jinibara and Turrbal Country, proudly providing safe and reliable water to customers in Moreton Bay, Sunshine Coast and Noosa. We are a water utility serving one of the fastest growing regions in the country.

We think a pretty good job starts here.

Unitywater respectfully acknowledges the Traditional Custodians of the lands and waterways in which we live, work and operate, the Kabi Kabi, Jinibara and Turrbal peoples. We honour their enduring connection to these places and their deep cultural, spiritual and environmental knowledge and stewardship over the waterways that sustain us all. We pay our deepest respects to Elders past and present, who hold the wisdom, traditions and stories of their people.

Applications close: COB Tuesday 17th November 2026