Head of Customer Service

Ourmob.com.au Chemistry Pty; Hervey Bay; Híbrido; AUD 150.000 - 190.000; Tempo integral

Benefícios oferecidos por esta vaga

Hybrid and flexible working

Wellbeing programs

Learning & development opportunities

Diversity & inclusion

Resumo da vaga

Unitywater is seeking a Head of Customer Service to lead the customer service function on a 12-month maximum-term contract. The role focuses on resolving complex issues and ensuring high-quality service across contact centre operations and related teams.

You will build a high-performing team, collaborate with internal stakeholders including Field Services and Engineering Solutions, and drive continuous improvement while balancing customer needs with commercial priorities.

Qualificações

• Tertiary qualification in Business, Commerce, Marketing or related discipline.
• Significant senior leadership experience in customer service operations.
• Experience managing complex, sensitive and long-running customer complaints and escalations.
• Proactive, solutions-focused approach with ownership across an enterprise.
• Influential relationship builder able to work with executive leaders and cross-functional teams.

Responsabilidades

• Lead Unitywater’s Customer Service function on a 12-month contract.
• Resolve complex customer issues and manage escalations with a hands-on approach.
• Build strong stakeholder relationships to drive positive outcomes.
• Lead and develop a diverse team, fostering accountability and collaboration.
• Collaborate with internal teams (Field Services, Strategic Engagement and Engineering Solutions) to improve processes.

Conhecimentos

Senior leadership

Customer service ops

Escalations management

Stakeholder management

People leadership

Cross-functional collaboration

Regulatory understanding

24/7 service experience

Formação

Tertiary qualification in Business, Commerce, Marketing or related discipline

Descrição da vaga

• Lead customer service operations and manage complex complaints and escalations.
• Build strong stakeholder relationships to drive positive customer outcomes.
• Lead and develop teams, fostering accountability, collaboration and a customer-f

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.

We strive to have a workforce that reflects the diversity of the community we serve and encourage all suitable applicants to apply for this role. Please feel free to share your pronouns and any reasonable adjustments you may need during the interview process.

If you’re successful we will need you to undergo a few checks…. We know they might not be the fun part, but you will need to confirm your right to work in Australia and complete relevant pre-employment checks, including verification of criminal history, drivers licence and driving history, alcohol and other drug screening.

Applications close: COB Tuesday 17th November 2026

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.