Head of Customer Service

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

Benefícios oferecidos por esta vaga

Flexibility

Wellbeing initiatives

Learning and Development

Diversity and inclusion

Resumo da vaga

Unitywater is seeking a Head of Customer Service on a 12-month maximum-term contract to lead the customer service function across operations, resolving complex issues and delivering high-quality service.

Based in Maroochydore with onsite requirement at Maroochydore and Mango Hill; some hybrid working will be considered. You will develop a diverse team, influence senior stakeholders, and drive continuous improvement in customer experience.

Qualificações

• Senior leadership experience in customer service operations.
• Ability to lead teams, balance priorities and deliver outcomes.
• Experience managing complex, sensitive and long-running customer complaints.

Responsabilidades

• Lead and develop Unitywater's Customer Service function and teams.
• Resolve escalated customer issues with hands-on approach.
• Collaborate with Field Services, Strategic Engagement and Engineering Solutions.
• Drive process improvements to prevent recurring problems.
• Influence outcomes with senior stakeholders and executives.

Conhecimentos

Senior leadership

Stakeholder management

Proactive, solutions-focused

Relationship builder

People leadership

High-volume operations

24/7 utility environment

Formação

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.

For further information please contact the Talent Acquisition team at *******@unitywater.com

If you would like to speak to a team member about our commitment to diversity and inclusion, please contact our Inclusion Specialist **********@unitywater.com