Head of Customer Service

Water Corporation; Perth; On-site; AUD 180,000 - 230,000; Full time

Benefits offered by this job

Two wellbeing days annually

Long service leave pro rata after 3+2

Superannuation employer contribution 9

Cultural and ceremonial leave up to 5%

Employee benefits package

Job summary

Water Corporation is seeking a Head of Customer Service to lead the state’s most visible customer service function. You will drive a large operational workforce across billing, enquiries, and 24/7 response, shaping a seamless experience for customers and communities.

You will set direction, manage performance, and collaborate across the organisation to deliver practical help, clear information and timely follow-up, 24/7, across channels.

Qualifications

• Extensive experience leading large customer service teams.
• Proven ability to manage 24/7 operations.
• Strong stakeholder management and budget responsibility.
• Experience in service improvement and data-driven decisions.
• Public sector or large utility experience is a plus.

Responsibilities

• Lead the 90-seat Contact Centre with 300k+ calls per year across enquiries, billing and service requests.
• Oversee the 24/7 customer response capability for timely updates during incidents.
• Drive multi-channel customer service improvements and consistent experiences.
• Lead workforce planning, rostering, recruitment, and training for large frontline teams.
• Support customers experiencing hardship or complex service needs.

Skills

Leadership

Customer service leadership

Operations management

Stakeholder management

Job description

Lead with care and purpose by running one of the State's most visible customer service functions. This role is about helping customers every day, whether they are paying a bill, moving house, asking for support, planning work on their property, experiencing hardship or needing urgent help with a water or wastewater issue.

As our Head of Customer Service, you'll lead a large operational workforce responsible for supporting customers across the State. The Contact Centre manages more than 300,000 calls each year across billing, general enquiries, financial care, correspondence and service requests. You will also oversee our 24/7 customer response capability, helping customers get clear information, practical support and timely follow up at any time of day.

This is a hands‑on leadership role with real operating accountability. The role will need to improve the way we serve customers across every channel, make it easier for people to get help, and build a stronger 24/7 Customer Hub that brings together service, support and response in a more consistent way.

Real benefits that matter

• Two well‑being days each year to recharge, relax and enjoy life (separate to standard paid sick/personal leave)
• Access to long service leave pro rata after 3 years of service
• Take advantage of our co‑contribution superannuation scheme. Receive a 12% employer contribution and enjoy an additional 2% employer co‑contribution when you elect to salary sacrifice 2%
• Aboriginal and Torres Strait Islander cultural and ceremonial leave of up to 5 days so you can maintain your cultural connection and wellbeing
• Discover more benefits we offer to support the unique and individual ways our employees live.

What You'll Be Leading

• Leadership of the 90 seat Contact Centre, which manages more than 300,000 customer calls a year across enquiries, billing, financial care, correspondence and service requests.
• Oversight of the 24/7 customer response team, making sure customers can access help, advice and updates during incidents and service disruptions
• Customer service across calls, emails, complaints, financial care, service requests and complex customer matters.
• Faults and Emergencies capability, including clear customer communication and practical support during service interruptions.
• Workforce planning, rostering, recruitment, training and speed to competency for large frontline teams.
• Programs that support customers experiencing hardship, vulnerability or more complex service needs.
• Using data, technology and service innovation to improve how we understand customer needs, support our people and make it easier for customers to get things done.

What You'll Bring

You are an experienced operational leader who understands how to run large customer service teams and keep the focus on the customer. You bring strong contact centre leadership, sound judgement in 24/7 response, and a practical focus on service quality, workforce productivity and customer outcomes. You have led leaders of leaders in a sizeable business unit, with clear accountability for people, service performance, risk and a material operating budget. This is a senior and influential leadership role, so you will be confident setting direction, making calls in real time and bringing others with you.

You will be comfortable moving between the detail and the bigger picture. One day that may mean working through rostering, call queues, correspondence or escalated complaints. The next it may mean using customer data, digital tools, KPI performance and new ways of working to spot issues earlier, make better decisions and improve service for customers. You will also work closely across Customer Billing and Operations, Customer Experience and the wider enterprise, because better service depends on how well we connect the whole system for customers. What matters most is that customers get practical help, clear answers and a better experience each time they contact us.

Ready to make a difference?

If you're an experienced customer service leader with a passion for delivering outstanding customer outcomes and shaping the future of service excellence, we'd love to hear from you.

Our commitment to a diverse and inclusive workplace:

Diversity and inclusion are more than words. They guide us on building a thriving workforce that reflects the diversity of our customers and our community.

We encourage applications from every background, including Aboriginal and Torres Strait Islander people, people with disability, women, youth, LGBTQIA+ folks and people from culturally and linguistically diverse backgrounds.

We are committed to ensuring an accessible and inclusive work environment to enable people with disability to participate fully in all aspects of employment.

We’re the principal supplier of water, wastewater and drainage services in Western Australia to hundreds of thousands of homes, businesses and farms, as well as providing bulk water to farms for irrigation.

Our services, projects and activities span over 2.6 million square kilometres. We have regional offices in Perth, Bunbury, Albany, Karratha, Geraldton, Northam and Kalgoorlie which allow our employees to provide a high level of professional expertise to customers.

We’re the principal supplier of water, wastewater and drainage services in Western Australia to hundreds of thousands of homes, businesses and farms, as well as providing bulk water to farms for irrigation.

Our services, projects and activities span over 2.6 million square kilometres. We have regional offices in Perth, Bunbury, Albany, Karratha, Geraldton, Northam and Kalgoorlie which allow our employees to provide a high level of professional expertise to customers.