Head of Customer Service & Experience

Unitywater; Sunshine Coast Regional; Hybrid; AUD 130.000 - 160.000; Vollzeit

Benefits dieser Stelle

Hybrid & flexible schedule

Private health discount

Salary packaging

Employee assistance program

Retailer discounts

Walk on Country

Learning programs

Professional memberships

Zusammenfassung

Unitywater seeks a Head of Customer Service to lead our customer service function on a 12-month maximum-term contract. You will provide senior leadership across customer operations, ensuring complex issues are resolved effectively and teams collaborate to deliver high-quality service.

You will oversee a diverse team, build strong relationships across the business, particularly with Field Services, Strategic Engagement and Engineering Solutions, and foster a culture of accountability, curiosity

Qualifikationen

• 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.
• Strong stakeholder management and ability to work with senior stakeholders, including MPs and councillors.
• Proactive, solutions-focused with ownership and cross-enterprise collaboration.
• Influential relationship builder with executive leaders and cross-functional teams.
• Strong people leadership and ability to coach emerging leaders.
• Experience leading high-volume customer service operations, ideally in 24/7 utility or similar complex environment.
• Commercial acumen and understanding of customer experience and regulatory obligations.

Aufgaben

• 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-focused culture.
• Collaborate with Field Services, Strategic Engagement and Engineering Solutions to improve service delivery.

Kenntnisse

Senior leadership

Stakeholder management

People leadership

Complaint management

Cross-functional collaboration

Customer service operations

Ausbildung

Bachelor's degree in Business/Commerce/Marketing

Jobbeschreibung

Unitywater seeks a Head of Customer Service to lead our customer service function on a 12-month maximum-term contract. You will provide senior leadership across customer operations, ensuring complex issues are resolved effectively and teams collaborate to deliver high-quality service.

You will oversee a diverse team, build strong relationships across the business, particularly with Field Services, Strategic Engagement and Engineering Solutions, and foster a culture of accountability, curiosity